Gbemisola Victoria Ikuegbuwa

. 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