.
Gbemisola Victoria
Ikuegbuwa
EXPERIENCE
January 2024 - June 2024
Customer Care Representative SATATECH INC. | United States
Les Franqueses Barcelona
--
SUMMARY
Results-oriented professional with
a robust background in banking,
statistical analysis, and customer
service. Demonstrated expertise in
administrative support, client
relations, and operational
efficiency. Proven track record in
enhancing customer satisfaction,
driving revenue growth, and
implementing effective customer
support strategies. Seeking to
leverage diverse skills and
experiences as an Customer care
representative.
SKILLS
•
•
•
•
•
•
•
•
•
•
Administrative Support
Client Relationship Management
Effective Communication
Exceptional Interpersonal Skills
Statistical Analysis
Critical Thinking
Attention to Detail
Problem-solving
IT Support & Security
Customer Service Excellence
• LINKEDIN
http://www.linkedin.com/in/gbemis
ola-victoria-mcism-93b81467
• Consistently exceeded key performance indicators (KPIs) by resolving
an average of 95% of customer inquiries on the first call, resulting in a
20% increase in customer satisfaction scores.
• Played a crucial role in retaining high-value customers by effectively
resolving complex issues and providing personalized service,
contributing to a 15% reduction in customer churn.
• Achieved an average call handling time of 4 minutes per customer
interaction, which is 25% faster than the team average, while
maintaining high-quality service and positive feedback.
• Implemented a new troubleshooting protocol that reduced the average
issue resolution time by 30%, leading to quicker service delivery and
improved customer experience.
• Received consistently high ratings and positive feedback from
customers, with a Net Promoter Score (NPS) of 85, showcasing a
strong ability to build rapport and provide exceptional service remotely.
June 2023 - November 2023
Customer Support Specialist SkilledUp Life | Machester, UK
• Engaged in real-time live chat support through Tawk, effectively
resolving over 90% of customer inquiries and issues, leading to
increased customer satisfaction and retention
• Collaborated with the product development team to convey valuable
customer feedback, contributing to enhancements in the user
experience and overall platform functionality
• Implemented new customer support procedures, resulting in a 30%
improvement in response time and a more efficient support system
September 2019 - March 2022
Business Development Manager SJA Foods | Ibadan, Nigeria
• Collaborated with sales and promotion teams, contributing to a 10%
growth in annual revenue and maintaining a 100% client satisfaction
rating
• Proactively addressed customer inquiries, ensuring a high level of client
satisfaction and reinforcing a positive customer service experience
• Spearheaded the acquisition of 10 new business clients, resulting in a
significant 20% increase in company revenue within the first year,
showcasing effective business development skills.
September 2018 - March 2019
Account Relationship Manager Polaris Bank Ltd. | Lagos, Nigeria
• Managed and nurtured key client relationships, resulting in a notable
40% increase in customer loyalty within 6 months
.
.
• Collaborated with cross-functional teams to develop personalized
financial solutions, ensuring exceptional service to high-value clients
• Acted as the primary point of contact for key accounts, addressing
concerns and ensuring satisfaction, leading to a 30% reduction in
account dormancy rate and successful reactivation of dormant
accounts.
April 2016 - August 2016
Relationship Officer & Customer Service Rep. Skye Bank Nigeria Plc.
| Lagos, Nigeria
• Collected and reported detailed client information, contributing to a 10%
growth in the customer base by successfully bringing in new customers
• Verified and analyzed client documents, leading to strengthened
relationships with existing clients and achieving a notable 20% increase
in client retention
• Monitored the entire loan process, ensuring satisfactory and prompt
payments, and implemented a successful referral program resulting in a
30% increase in new customer acquisitions
April 2016 - August 2016
Customer Service Officer Access Bank Plc. | Lagos, Nigeria
• Handled customer inquiries, resolved issues, and provided
comprehensive information about banking products and services,
contributing to a 10% boost in customer satisfaction through timely
feedback check-ins
• Conducted regular check-ins, achieving a remarkable 95% customer
satisfaction rating by consistently delivering exceptional service and
promptly addressing customer concerns
• Collaborated with cross-functional teams to enhance customer
experience and service delivery, leading to recognition for ou tstanding
performance and a notable 20% reduction in customer complaints
EDUCATION
September 2023
IT Support & Security
Migracode - Barcelona
February 2017
Bachelor of Science in Statistics
University of Ibadan - Ibadan, Nigeria
CERTIFICATIONS
• IT Support & Security, Coursera, 11/01/23
• Technical Support Fundamentals & Computer Networking, Google,
09/01/23
• Certified Member, Chartered Institute Of Information And Strategy
Management, 07/01/23
• Google - IT Support and Security
• CISCO - Cybersecurity