Enyo Simon Illah

ENYO ILLAH EMAIL- SUMMARY I am a call center representative with over five (5) years of hands-on experience in : Call center goal oriented projects strategic management and Call center ethics, looking to secure a position that will enable me further use my : Strong communication skills, people skills, organizational skills and customer service skills to enable the Company in realizing short term as well as long term goals. EXPERIENCE YIAGA AFRICA Abuja // Call Center Agent 06/2018 – present Answer incoming calls and respond to customer’s emails Management and resolve customer complaints Sell products and place customer orders in the computer system Identify and escalate issues to supervisors Provide product and service information to customers Research required information using available resources Research, identify, and resolve customer complaints using applicable software Process orders, forms, and application Route calls to appropriate resources Document all call information according to standard operating procedures Recognize, document, and alert the management team of trends in customer calls Follow up customer calls where necessary Upsell products and services Complete call logs and reports Other duties as assigned BURGEON HOMES Abuja // Call Center Representative 01/2016 – 03/2018 Took customer calls and provided accurate, satisfactory answers to their queries and concerns De-escalated situations involving dissatisfied customers, offering patient assistance and support Called clients and customers to inform them about the company’s new products, services and policies Guided callers through troubleshooting, navigating the company site or using the products or services Reviewed customer or client accounts, providing updates and information about billing, shipping, warranties and other account items Collaborated with other call center professionals to improve customer service Helped to train new employees and inform them about the company’s customer management policies ORGANIZATIONAL Using Excel spreadsheet to keep a record and to recall customer complaints. SKILLS MULTI TASKING SKILLS Keeping a handwritten call log stating specific concerns Creating a scale of preference to actively and coherently solve customer oriented problems. Ability to handle a variety of responsibilities, all at the same time. PRODUCT KNOWLEDGE SKILLS Good understanding of the products and service offered by my employers in order to seamlessly assist customers with any inquiries PROBLEM SOLVING SKILLS Ability to come up with a solution for all new and/or existing issues COMPUTER SKILLS Demonstrated ability to effectively use a computer and a good number of softwares. EDUCATION AHMADU BELLO UNIVERSITY 2007 – 2012 DEMOSTRATION SECPNDARY SCHOOL West African Examination Council and School Leaving Certificate 2001 – 2007