Gladys Mbanaso

GLADYS MBANASO CUSTOMER SERVICE REPRESENTATIVE-- Abuja, FCT Profile Customer Support Specialist and Administrative Assistant with 6 years of experience across diverse industries, including hospitality, security, local business, healthcare, and health insurance. Proven expertise in social media marketing, appointment setting, data collection, and lead generation. Adept at building strong professional relationships with clients, enhancing retention and trust through effective communication and active listening. Professional Experience 04/2024 – present CUSTOMER SERVICE SPECIALIST(Nevada Fertility Clinic) Collect ettential patient information such as contact details, medical history reason for visit Create a patient Chart and update Chart with Appointment Note and pre-visit Instruction. Schedule Initial Consultation, follow up visit and procedure appointment with the specilaist maintain a clean and organized Patient Friendly Scheduling process Serve as Liaison Between between Patients and Clinic Staff. • • • • • 06/2023 – 03/2024 CUSTOMER SERVICE REPRESENTATION(Unity Bank) •Completed 60+ Outbound calls daily, establishing contact with leads and turning leads and converting 65% to clients. •Created a conversation technique that improved rapport, built trust and ensured customer pain points were identified, leading to improved business model and service delivery. •Resolved over 100 customer related cases daily, using CRM tools, such as Microsoft Teams, Dialpad, Banks, TMP, CUP and Google office, which improved service delivery and customer satisfaction by 98%. 01/2022 – 03/2023 DATA ENTRY SPECIALIST/PERSONNEL MANAGER Achieved 99% success in profitable business decision through date presentation using Google offfice and Microsoft tools. •Developed and maintained accurate data collection and data entry strategies through unique communication methods. •Improved business process and work flow by organising tasks using google calendar and time managment tools. •Organised meetings and sent timely notification to staff, while ensuring best business practice Education 11/2015 – 08/2021 Bsc Aquaculture Usmanu Danfodiyo University, Sokoto Skills Communication skill Computer Operating Organizational Skill Product Knowledge Active Listening Skill Rapport Building Skill References Available on request