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Femi
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Customer Service Executive 80 000
Job Type: Full-Time , open to relocation

Education

From 0 to 2006
University of Ado-Ekiti
From 0 to 2012
GLOBAL CUSTOMER SERVICE PROFESSIONAL BY QAI(QUALITY ASSURANCE INSTITUTE),FLORIDA,USA
No added languages

Experience

Team Lead ,Customer Service
Contact Solutions Ltd
November 2011 - Present Day (5 years 5 months)
  • Use questioning and listening skills that support effective telephone communication.
  • Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
  • Understand the impact of attitude in handling calls professionally.
  • Effectively deal with job stress, angry callers, and upset customers.
  • Use the most appropriate way to communicate with different behavior types on the telephone.
  • Assisting the call center manager in the day-to-day administration of the call center.
  • Escalating emergency calls to relevant agencies for prompt rescue.
  • Ensuring adherence schedule 
  • Preparing daily call statistics of the call center.
  • Deploying CRM software for agents usage

Project: Union Bank Right Issue Offer (Recapitalization)

Job Description: Receiving inbound calls and making outbound calls to shareholders with regards to their right issue offer(s).

  • Enlightening and advising shareholders on the bank recapitalization reform(s).
  • Preparing a CRM and daily report on the enquiries made by shareholders and prospective ones.
  • Computing and calculating the number of right issues offered on Microsoft Access software platform.
  • Professionally Resolving the shareholders enquiry at first call (FCR).
  • Building a good rapport with shareholders and assisting them in filling the right issue form through wb chat.
Head of Direct Marketing
KarROX-UGRL Computer Training Center
September 2010 - September 2011 (1 year 1 month)

Preparing marketing plans and reports on a monthly basis to the center manager.

  • Getting enquiries for the company’s I.T courses. Initiating strategies for spreading the brand of the company.
  • Academic counseling, preparing &Organizing IT seminars & road shows.
  • Acting as Customer service officer & General office administration.
  • Using online search engine and social networking site to market the services of the company.
  • Acting as Data entry and processing officer.
Financial Planner
Cornerstone Insurance Plc
March 2009 - June 2010 (1 year 3 months)

Marketing the products of the company. Prepare daily marketing activities. Act as financial advisor to prospective policy holder and meet monthly target