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Samson
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Customer support representative 82 000
Job Type: Full-Time

Education

From 0 to 2011
Ahmadu Bello University Zaria
From 0 to 2008
Adekunle Ajasin University, Ondo State
No added languages

Experience

Customer Support Representative
Spanco BPO
February 2009 - Present Day (8 years 1 month)

Responsibilities

 Plan, develop and implement strategy for the Customer Relationship Management Function

 Play a leadership role in the development of proficient Customer Relationship Management processes and applications.

 Deal with customer enquiries, complaints and feedback of information; being able to up-sell and cross-sell the company products and services on 80% of inbound calls using the Call Centre Telephony - CISCO and CRM tools.

 Develop, optimize and implement business models for retention of company’s customer base

 Manage and optimize customer information on a Customer Relationship Management software

 Effectively resolving and imputing customer enquiries into the tracking systems (Remedy and TABs), following

appropriate guidelines for notepad documentation, and escalate issues accordingly.

 Provide directions and advice on Customer Relationship Management activities and ensure monthly reporting

 Identify and implement processes to improve and ensure accuracy of customer data

 Managing the Customer Care telephone lines

 Ensure key customer memorable events are promptly acknowledged

Accomplishments:

 Member, Team Management

 Quality Champion, attaining exceptional quality score in monthly appraisals.

 Train team members on new products, services and promotions that will enhance the team strength.

 Helped the team to better organize their meetings by adhering to best practice.

Customer Service Officer/Consumer Sales Officer
Fidelity Bank Plc
April 2008 - May 2009 (1 year 2 months)

Fidelity Bank Plc, Lagos State, Lagos Mar 2008 –Mar 2009

NYSC

Responsibilities:

Customer Service Officer (Operations Unit)

 Attending to Customers complaints,

 Opening of customers accounts, SMS alert activation, ATM activation, Treating of Customers Account References and Confirmation,

 Account maintenance and reactivation, printing of customer’s statement of account, etc

Consumer Sales Officer (Marketing)

 Mobilizing customers to open all kinds of accounts (Savings, Current, Domiciliary Account & Fixed Deposit Account), deposit mobilization & raising due slip for bidding from the Head Office (BDCs).

Accomplishments:

 Part of the marketing team that increased the customer base of the bank than the preceding year.

 Enhance the quality of the customer service experience rendered to the bank’s customers