Victoria Olanegan
Oshawa,ON
Summary
Knowledgeable and dedicated customer service professional with extensive experience in business industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
1
1
years of professional experience
Work History
Customer Experience Specialist
First Bank
03.2022 - 10.2022
- interacted with 80+ customers daily via phone calls, and social media channels and ensured proper escalation to proffer timely resolutions thereby improving the team's productivity by 85%.
- maintained an equitable balance between quantifiable interaction counts and rendering quality resolution while conserving scripted guidelines together with the brand's identity.
- Maintained an extensive knowledge of company products to recommend items aligned with customer needs.
- Documented customer interactions in internal database to maintain customer service history details.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
Customer Service Representative
Volition Investment capital
04.2018 - 10.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered a constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Provided primary customer support to internal and external customers.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered an average of 50 calls, emails, and faxes per day, addressing customer inquiries, solving problems, and providing product information.
Education
Bachelor of Arts - English And International Studies
Osun State University
Nigeria 12.2019
High School Diploma -
Bishop Howells Memorial Grammer School
Nigeria 02.2012
Skills
- Customer Experience Improvement
- Conflict Resolution Techniques
- Developing Recruitment Strategies
- Strong Computational Skills
- Information Updates
- Customer Relationship Management
- Collaboration Experience
- Customer Loyalty
volunteering, reading, travelling.
My interest in volunteering, reading and traveling has helped me become a better customer service representative in many ways. By volunteering, I have gained a deeper understanding of different cultures, their customs and beliefs, and how to be respectful when dealing with customers from different backgrounds. Doing volunteer work has also helped me to develop important interpersonal skills such as communication, problem solving and negotiation.
Reading has also been a great way to help me become a better customer service representative. Reading books, magazines and websites that focus on customer service topics has given me a better understanding of what customers are looking for and how to better serve them. This has helped me to be more patient, attentive and understanding when dealing with customer inquiries.
Finally, traveling has helped me to become a better customer service representative by allowing me to observe the customer service practices of different countries. This has given me a better understanding of how different cultures interact with customer service representatives, and how to adjust my approach accordingly. Additionally, it has allowed me to gain an appreciation for different cultures, languages and customs, which in turn has enabled me to better serve customers from diverse backgrounds.
Overall, my interest in volunteering, reading and traveling has helped me to become a more effective customer service representative by providing me with the knowledge and skills needed to better understand and serve customers from different backgrounds.
Additional Information
Tools;
- Live chat
- ms office (excel. PowerPoint, word)
- Customer satisfaction survey
Timeline
Customer Experience Specialist
First Bank
03.2022 - 10.2022
Customer Service Representative
Volition Investment capital
04.2018 - 10.2021
Bachelor of Arts - English And International Studies
Osun State University
High School Diploma -
Bishop Howells Memorial Grammer School
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