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Tolulope
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Customer Service Manager 5 000 000
Job Type: Full-Time , open to relocation

Education

From 0 to 2002
Olabisi Onabanjo University, Ago Iwoye
No added languages

Experience

Customer Service Coordinator
Mainstreet Bank Limited (formerly Afribank Nig Plc)
December 2009 - Present Day (7 years 4 months)
  • Investigation of all customer complaints, enquiries, suggestions and ensuring that all complaints are resolved within (SLA) service level agreements
  • Drive adoption of Customer Service Standards
  • Collate all activity reports on Service Level and Product Performance
  • Plan and implement Customer Service Training for staff
  • Create Customer awareness on new products and services
  • Planning, Managing, Coaching, Motivating, and developing staff on customer service excellence
  • Manage day to day relationships with the Customers using CRM tools
  • Liaise with supervisors, team leaders, operatives and third parties( vendors) to ensure excellent service delivery
  • Coordinate the implementation of Customer satisfaction surveys and other feedback initiatives to monitor service quality, measure customer satisfaction and identify gaps in service delivery
  • Manage Customer Interaction via social networks (Facebook, Twitter)
  • Advising Management on process and structural improvements and drive implementation
  • Act as point of contact for all Customers
  • Conduct Branch visitation for to ensure compliance with Service Standards
  • Organize regular Customer Forums to create interaction between Customers and Management
  • Organize Customer Appreciation programs
Product Support Officer
Afribank Nig Plc
January 2009 - December 2009 (11 months)
  • Plan and Implement Training on new products and enhancement of existing products
  • Prepare Weekly, Monthly and Quarterly Reports on performance of Credit Products bankwide
  • Monitor Product performance and liaise with Branches on product challenges
  • Flag defaulting accounts and escalate Relationship Managers and Branch Heads
  • Initiate product review for Credit Products