EZE LILIAN NNEKA
Blok A5-7, Jalan Seri Taming 2A, Off Persiaran Minang, Taman Seri Taming, Cheras, Kuala
Lumpur, Malaysia.
Tel: -
Email:-Professional Summary
I am highly experienced customer service professional, telesales executive and management
executive with years of experience in diverse industry including the forex trading industry,
financial industry, BPO and online trading. I am able to handle a high volume of customer calls
in a fast paced environment, with minimum supervision, while maintaining emphasis on the
highest quality of consumer service. I am team player who is attentive to detail with a reliable
background impacting organizational presence, profitability and performance through top sales,
service and phone selling techniques. I possess excellent listening skills, excellent problem
solving and negotiating skills, oral and written communications skill. I am Comfortable in
interacting with all levels of the organization and public. Able to make decisions independently
and quickly with minimal escalations..
Keys Skills
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Communication Skills
Flexible and Adaptable
Ability to Synthesize
Work Ethic
Honesty and Integrity
Initiative
Leadership Ability
Problem Solving Ability
Product Promotion
Leads generation
Proficient multi-tasking
Courteous demeanor
Sharp problem solver
Great personal skills-communications, interpersonal, negotiation and persuasion
Technology skills - Proficient in the use of all MS Office packages including MS Excel
office
Service-oriented.
Core Qualifications.
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Skilled statistical modeling for stock valuation predictions
Keeps abreast with world events and changing markets
Strong understanding of foreign markets and the foreign stock exchange
Solid analytical skills
Extensive understanding of fluctuations in currency valuations
Highly experienced with buying and selling on the foreign market
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Excellent telephone and computer skills for trading purposes
Remarkable experience in providing excellent customer service
Expert in recording customer information and inquiries
Skilled in processing all aspects of Clients enquiries
Exceptional customer services skills in all departments
Organized and thorough in all paperwork and data entry
Remarkable ability to listen and respond effectively to repetitive questions
Great profiling and leads generation skills
Strong diplomacy and teamwork skills
Excellent oral communication and problem solving skills
Ability to work independently and resolve site issues
Multitasking skills needed to assist multiple customers at once.
Career Summary
Exness Group
(Foreign Exchange Company)
March 2017 - Till Present
Virtual Customer Support Specialist
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Implement corporate trading regulation and provides trading services to clients.
Access customer information and convey necessary information to customers.
Answer customer questions and provided accurate forex trading information.
Take inbound and make outbound calls to clients
Communicate effectively on the over the telephone and on chat with customers
Provide statistical analysis to clients.
Maintain professional relationships with all clients on international base.
Promptly resolve customer problems and complaints.
Empire Vision Sdn Bhd
September 2016 - October 2016
Management Executive
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Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a
safe, secure, and legal work environment; developing personal growth opportunities.
Accomplishes staff results by communicating job expectations; planning, monitoring, and
appraising job results; coaching, counseling, and disciplining employees; developing,
coordinating, and enforcing systems, policies, procedures, and productivity standards.
Establishes strategic goals by gathering pertinent service, and operations information;
identifying and evaluating trends and options; choosing a course of action; defining
objectives; evaluating outcomes.
Maintains quality service by enforcing quality and customer service standards; analyzing
and resolving quality and customer service problems; identifying trends; recommending
system improvements.
Contributes to team effort by accomplishing related results as needed.
Envo Bpo Services
November 2015 – April 2016
Telesales Representative & Leads Generation
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Make regular sales calls over the telephone to designated customers in an effort to
cultivate customer relations satisfaction with service provided
Demonstrate consultative sales abilities through successful presentations - over the
telephone - of product, the promotion of new or existing portfolio
Exhibit discipline and resourcefulness to meet/exceed assigned objectives
Generation of new sales leads via direct customer engagement through telephone.
Develop new business via telephone.
Identifies business opportunities by identifying prospects and evaluating their position in
the industry; researching and analyzing sales options.
Research and target prospects using a variety of sales tools.
On a daily basis, track prospects - identify decision makers, timelines, hot-buttons, and
specific qualifications and enter data accurately and consistently into the company's
CRM.
Build and cultivate prospect relationships by initiating communications and conducting
Follow-up communications in order to move opportunities through the sales funnel.
Follow up on leads and conduct research to identify potential prospects.
Organizing meeting for the prospect with the sales team.
Make regular sales call over the telephone to designated customers in an effort to
cultivate customer relations satisfaction with service provided
Demonstrate consultative sales abilities through successful presentations - over the
telephone - of product, the promotion of new or existing portfolio
Exhibit discipline and resourcefulness to meet/exceed assigned objectives
Participate in sales meetings as well as on-site training to remain educated in company
policy plus industry trends development
Union Bank of Nigeria Plc
March 2014 – September 2015
Customer Service Officer (Full Time)
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Service customer enquiries, determine customer needs and provide solutions with
regards to their banking requirements
Educate customers on product options and technology issues
Manage customer and bank privacy
Effectively use a variety of computer programs to access customer details and
databases, and research options
Assist customers in opening checking or savings accounts
Opens customer accounts by recording account information.
Prospecting for new clients/ lead generation
Maintains customer records by updating account information.
Maintains financial accounts by processing customer adjustments.
Recommends potential products or services to management by collecting customer
information and analyzing customer needs.
Resolves product or service problems by clarifying the customer's complaint;
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determining the cause of the problem; selecting and explaining the best solution to solve
the problem; expediting correction or adjustment; following up to ensure resolution.
Prepares product or service reports by collecting and analyzing customer information.
Contributes to team effort by accomplishing related results as needed.
Sales and cross-selling of the bank’s financial products to new and existing customers
Encourage customers to sign up for bank credit/debit card for ease of use
Sterling Bank Plc
August 2013 – March 2014
Customer Service Officer / Sales (Full Time).
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Attracts potential customers by answering product and service questions;
suggesting information about other products and services.
Identifies business opportunities by identifying prospects and evaluating their
position in the industry; researching and analyzing sales options.
Maintains customer records by updating account information.
Opens customer accounts by recording account information.
Recommends potential products or services to management by collecting
customer information and analyzing customer need.
Resolves product or service problems by clarifying the customer's complaint;
determining the cause of the problem; selecting and explaining the best solution
to solve the problem; expediting correction or adjustment; following up to ensure
resolution.
Prepares product or service reports by collecting and analyzing customer
information.
Maintains financial accounts by processing customer adjustments.
Contributes to team effort by accomplishing related results as needed.
Sales of the bank’s financial products.
Maintains quality service by establishing and enforcing organization standards.
Assisted customers in opening checking or savings accounts
Encouraged customers to sign up for bank credit/debit card for ease of use
Provide first point of contact for customers
Verify information on ATM and debit card applications
Work with and advise customers in opening accounts and performing transactions
Collect customer information and input data into the system ensuring confidentiality at all
times
Meet with new bank customers to explain all the services and features the bank has to
offer
Place phone calls to current bank customers regarding account changes or suggested
options
Additional Proficiencies
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Excellent client services and communication skills
Ability to manage more than one task simultaneously
Good knowledge of bank policies and products
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Able to work as a team member and with minimum supervision
Established ability to use tact and diplomacy when needed
Major Achievements:
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“Target Achiever” in Envo Bpo Services 2015 - 2016
Three times “Employee of the month” in Union Bank of Nigeria PLC 2015.
Five Times “Employee of the month” in Sterling Bank PLC 2013 to 2014.
Education:
SEGi College, Kuala Lumpur, Malaysia
Masters in Business Administration (MBA) 2017.
University of Nigeria, Nsukka, Enugu, Nigeria.
B.Sc. Economics, Anthropology and Sociology in 2011.
Technical Education:
Certified Training in Oracle Banking Application 2015
Certified Training in Flexcube Banking Application 12.0 2014
Certified Training in Universal Mandatory IT Training (UMITT)
