Mary Ngu Nengen Agbon

MARY NGU-NENGEN AGBON Customer Service Manager- - Lagos, Nigeria Profile A committed and dedicated customer service manager with a strong track record of delivering exceptional customer service satisfaction, operational efficiency and optimizing service operation. Seeking to work with a team where I can contribute my skills and knowledge to providing positive customer experience, create a collaborative and customer-centric environment that leads to high customer satisfaction, excellent customer service and winning customer loyalty. Professional Experience 2021/07 – present Lagos, Nigeria Operations Customer Service Manager Access Bank Lead a team of twelve (11) customer service representatives, providing guidance, coaching, and performance feedback. Develop and implement customer service strategies, policies, and procedures to improve the customer experience and turn-around time. Investigate and resolve complex customer inquiries, escalations and followed up with the customer to ensure customer satisfaction and gain positive service feedback. Collaborate with other departments, such as procurement, sales and product development to address customer needs and issues. Develop and maintain effective relationship with customers, staff, and vendors. Conduct regular training and development programs for staff to enhance product knowledge and service skills. • • • • • • 2019/06 – 2020/10 Calabar, Nigeria Customer Support Specialist Nation Health Insurance Scheme Professionally answered a high volume of customer calls, addressing which HMOs are registered, enrolling enrollees and their dependents Conducted follow up calls and email correspondence to ensure customer satisfaction and resolving any outstanding issues Provide prompt and efficient support to customers via phone, email and chat. • • • Swiftly addressed customer inquiries, resolve issues, and answered product-related questions. • Utilized CRM software to compile and maintain detailed records of customer interactions and monitor service requests. • Maintained an accurate and up to date customer record in the CRM thereby ensuring seamless communication and information flow. • 2018/05 – 2019/05 Ibadan, Nigeria Customer Care Representative Telco Agrochemical Firm Listened attentively to customer's and helped them make informed decision on the best product that meet their needs. • Utilized effective communication to build customer relationships • Collaborated with team members to share best practices and improve overall service quality. • Collaborated with other departments to quickly escalate complex customer problems and follow through to ensure customer complaints is promptly resolved. • • Ensured I cross sold products to customers that called to enquire about our product and services • Education 2014/03 – 2018/06 Ibadan, Nigeria B.A Linguistics and African Languages University Of Ibadan 2009/03 – 2012/04 Ibadan, Oyo State School Leaving Certificate Toyosi Group of Schools Lagos, Nigeria Professionally Access Bank School of Excellence Skills Effective communication Team work Empathy Analytical Skill Problem solving Conflict resolution Computer Skill Leadership Skill Languages English Interests Meeting People Reading ACHIEVEMENTS Achieved a 18% increase in customer satisfaction within a span of 2 months(2019). • Received an outstanding Zonal Head recognition for exceptional leadership and contributions to customer service excellence ( 2022). • Successfully managed the customer service team during cash crunch season in Nigeria, maintaining high service levels and ensuring all customer inquiries were addressed promptly (2023). • COMMUNITY SERVICE Calabar, Nigeria Federal Road Safety Corps Road Traffic Warder Educated primary and secondary student on road signs and safety rules and tips Worked as a road warder to ensure students going to school or returning from schools cross the road safely Ensured that road sign are properly displayed and cleared obstructions on the road. • • • References Anita Ogbunubi, Head of Operations, Access Bank PLC-, - Ramat Ozigis, Team Lead Customer Data Maintenance Services, Access Bank-, -