Ibenye Queen

 Highly motivated and dedicated Customer service specialist with a background in consumer marketing, brand marketing, and business analysis. A strategic thinker with 4 years of experience in Financial organizations. Skilled in building and managing relationships with clients to achieve exceptional results. Proficient in developing innovative marketing strategies and delivering measurable outcomes. Possess outstanding organization and interpersonal skills, with a structured approach to process and prioritization. Core Competencies Project management Problem solving Customer management Scrum Agile Communication and presentation Optimum Time Management Team Collaboration Employee Relations Professional Experience CratD2C Decentralized Autonomous SmartChain March 2024-Present Digital Customer Engagement Specialist Social Media Management: Strategically managed and grow our social media accounts, engaging with our community, responding promptly to comments, and crafting compelling content that aligns with our brand identity. Live Chat Support: Delivered real-time, empathetic support to customers on our website, assisting them with inquiries, product information, and any support-related issues to enhance their buying experience. Email Communication: Efficiently manage and respond to customer emails, providing thorough and personalized support, feedback handling, and follow-up communications. Customer Relationship Building: Develop and maintain strong relationships with customers, identifying opportunities for engagement and feedback to drive improvements in products and services. Performance Monitoring: Utilize tools and analytics to monitor social media, live chat, and email performance metrics, providing reports and insights to the team for strategic adjustments. Cross-functional collaboration: Work closely with the marketing, sales, and product development teams to ensure a cohesive and unified customer communication strategy. Innovation and Strategy: Stay ahead of digital engagement trends, suggesting and implementing new strategies to improve customer interaction and satisfaction. Fidelity Bank Plc 03/2020 –March 2024 Customer support Specialist Liaise with high priority clients over email and calls to manage and resolve complex payment issues including disputes, fraudulent transactions, and provide effective resolutions. Managing new client onboarding including verification of client’s account in accordance with KYC regulations for compliance approval Resolving Customers complaint within the specified TAT Managing and maintaining new account. Ensure best practices in rendering services to customers. Informed and Educated customers on how to use banks E- Banking Prepare correspondence to and on behalf of customers Preparation of reference letters to Embassy's and other Banks. Reactivation of dormant and inactive account. Issuance of Dollar/Naira/Euro/GBP debit/ credit cards to customer Transfers of account from one business office to another Nigerian Maritime Administration and Safety Agency06/2018 – 07/2019 Clerk Attending and taking records of both internal and external Memos for necessary actions by the Assistant Director in charge. Arrangements and sorting of sea-farers documents and files. Receiving and dispatching memos and files. Lagos Traffic Radio (96.1)04/2016 – 08/2016 Intern Taking and monitoring events that took place in the studio Scheduled and managed interview Managing the official Twitter handle to tweet traffic reports coming from LASTMA officials. Conducting research through VOX POP about the concerns of the masses Education Bsc in Mass Communication (PR and Advertising) (Awaiting Graduation 2024) Babcock University, Nigeria. OND in Mass Communication Nigerian Institute of Journalism, Nigeria. Technical Proficiencies Finacle | CRM | MS Office Suite | Google Suite Certifications Udemy – Beginner to PROject manager Business Analysis School – Business analysis core concept masterclass Business Analysis School- Business Analysis master class training. Fidelity Crest Academy-Service Teller Induction Program. Ace Consulting -Basic Banking Operations.