Linda Ike

LINDA IKE Shomolu, Lagos / Nigeria |-|-| PROFESSIONAL SUMMARY An experienced customer support officer possessing deep knowledge and expertise within the industry. Having a proven track record of achievement, I will bring positivity, support and a creative mindset to any team. I pride myself in taking ownership of challenging problems, being enthusiastic and proactive, maintaining high standards and assisting my employer to achieve their commercial objectives, with a desire and passion for continuous growth , personal development and strong leadership skills, I am Constantly creating awareness to existing and potential customers by promoting companies services. Confident I can add value to your organization by always making sure your customers receive the best service possible. with more than 8 years of experience in similar roles, I can be relied upon to deliver everything that I aim to achieve while seeking new ways to help my employer grow. PROFESSIONAL EXPERIENCE SIGMA PENSIONS Customer Support IKOYI, LAGOS(hybrid) / NIGERIA November 2020–Present ● Track customer satisfaction by managing and escalating feedback and insights to increase continuous patronage and product usage. ● Offer support to customers via phone , live chat, email and video conferencing while maintaining a cheerful and friendly disposition. ● Contribute to the documentation process by analyzing all submissions from customers and ensuring errors are corrected and forms are properly labeled ● Explain product features that are less visible to customers by initiating communication campaigns , interacting and giving highlights on usage and benefits. ● Research extensive customer issues, queries and complaints by collaborating with team mates, and finding ways to proffer solutions . ● Escalate issues , complaints and bugs to the technical team and also follow up to ensure prompt resolution. ● Work independently when required and deliver on set goals within the stipulated deadline. ● Coordinate weekly team meetings where teammates escalate probing issues which are further escalated to management, thereby preventing such issues from becoming major challenges. ● Ensure all customer interactions are logged accurately using CRM . FIRST BANK NIGERIA LTD Customer Success Associate ● ● ● ● ● MARINA, LAGOS / NIGERIA December 2013 – November 2020 Served as the first point of call by being the first staff clients walked up to for inquiries and direction. Provided support via email, telephone and live chats. Put customers through the step-by-step processes of utilizing the bank's product and services by maintaining outstanding product knowledge. Educated customers on fraud awareness by constantly reminding them that the bank would never call to request their details. Verify documents and ascertain legitimacy by running them through the bank's approved software. ● ● Investigated and resolved accounting issues by asking questions and escalating to the required teams when necessary. Assisted a large number of clients daily with a positive attitude and ensured maximum customer satisfaction. ● Notified customers about promotions and provided detailed information on products and services. ● Provided information about charge accounts and loyalty programs. ● Developed and actualized customer service initiatives by finding ways to reduce wait time. ● Boosted sales revenue by skillfully upselling or cross-selling whenever the opportunity arises. EDUCATION & SKILLS UNIVERSITY OF LAGOS: PUBLIC ADMINISTRATION (BSC) FEDERAL POLYTECHNIC NEKEDE, OWERRI: MASS COMMUNICATION (DIPLOMA) CERTIFICATIONS: ● SCRUM:(THE BASICS) ● The Fundamentals Of Digital Marketing ● Inbound Sales (Hubspot Academy) ● Business Analysis (Heels and Tech Academy) TECHNICAL SKILLS: ● ● Proficient in the use of Microsoft Tools, Zendesk, Jira, Intercom and Slack. Understanding of SEO and Digital Marketing Channels. SOFT SKILLS: ● ● ● ● ● ● Advanced communication and interpersonal skills. Remote Work Skills. Strong leadership skills. Fluent command of the English language. Strong organizational skills. Strong analytical skills and attention to details. -