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Experienced customer service representative 120 000
Job Type: Full-Time , open to relocation


From 0 to 2005
Federal University of Technology,Minna,Niger State.
From 0 to 1997
Federal Government College Malali, Kaduna State.


Experienced Customer Service Representative
Spanco Channel BPO (Airtel Nigeria)
July 2009 - February 2013 (3 years 7 months)

Airtel Nigeria Limited (2009-2013)

  • Greet customers in a courteous, friendly and professional manner.
  • Actively listen to the callers to assess and clarify service needs.
  • Own and manage the customer relationship, resolving calls in an efficient and timely manner.
  • Stay current on products, services, promotions, procedures and terminology.
  • Secure customer satisfaction in every interaction in a professional manner.
  • Provide the Airtel customers with the excellent service and support.
  • Fulfill customer needs for new products and services.
  • Fulfill individual and team based performance parameters (KPIs).
  • Handle and resolve all calls from customer on the general access number.
  • Suggest sales to customers by introducing products (especially new products).
  • Resolve all wrap-up tasks that do not require escalation involvement, including:

o Up-date customer data and interaction history.

o Handle all subscription changes and activation or additional services that can bedone within the given authority.

o Escalate problems that cannot be resolved following authorities, procedures and knowledge limitation.

o Receive customer response to marketing campaigns and escalate sales leads to special categories team.

  • Fill complaint e-forms if it can’t be solved on the spot.
  • Fill feedback for knowledge, when required.
  • Contribute to a continuous maintenance and optimization of processes and procedures.
  • Participate in training and share knowledge and experience with co-workers.
  • Participate in project activities on an ad-hoc basis.
  • Carry out other tasks and assignments that are assigned to me by my line manager.
  • Participate in team meeting and other meetings when required.
  • Adhere to the Company policies and procedures.
  • Assist my line manager compile and analyze quantitative and qualitative reports.
  • Participate in contributing improvement initiatives and motivation for the team.
  • Provide hands-on support to contact center agents on launch of new applications.


· Directly contributed as a team member in the improvement of customers’ service level.

· Consistent in giving quality service to our esteem customers.

· Meeting and exceeding call center agents targets.

OBA Inspection Company,Jos,Plateau State.
February 2008 - July 2009 (1 year 6 months)

Calibration of underground, overhead tanks and trucks.

Loading and offloading petroleum products (PMS, AGO)

Creation of charts for products delivery and distribution.

General servicing of products and calibration equipment

Additional information

About Me

Additional Skills

· Excellent (oral and written) communication skill.

· Good presentation skill.

· Excellent interpersonal skill.

· Excellent leadership skill.

· Highly computer literate, with good knowledge of Microsoft office suite.