Modinat Mayowa Sholanke

Modinat Sholanke Customer Service Representative - ◇-◇ Arthur Mbachu Street, Ipaja, Lagos, 100278, Nigeria ◇ LinkedIn SUMMARY Knowledgeable and dedicated customer focused individual with fascinating expertise garnered through 10 years in customer management role with extensive experience in Banking and Construction Companies. Solid team player with outgoing, positive demeanor and proven skills in establishing excellent relationship with clients. Motivated to maintain customers' satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses. EDUCATION BSc in Accounting, University Of Lagos Lagos,Mainland, Nigeria HND in Business Administration, Heritage Polytechnic, Akwa Ibom Akwa Ibom, Nigeria National Diploma in Accounting, Moshood Abiola Polytechnic Abeokuta, Nigeria EXPERIENCE Customer Solution Specialist Jun '20 — Present 04 Multipurpose Unique Concepts Limited Ensuring positive client experience through high quality service and communication thereby attaining client retention. Handling client service or support related incoming requests. Responding to and resolving complex client issues through incident recognition, research and isolation, resolution, escalation and follow up. Researching and resolving each client interaction to their utmost satisfaction. Resolving incidents and fulfilling requests through Tier 1 support. Determining and recording inbound requests and ensuring customer issues bear proper notation. Capturing client information and problem-solving processes such as decisions made actions involved and final resolution. Offer on call support outside business hours on procurement and consultancy Handling client engagement document control and execute filing system policies. Managing databases and executes reports to track and support implementation and overseeing of compliance initiatives. Update on new design, product, and technology changes. Engaging in continuous performance evaluation and training projects. Establishing Customer Support Center's positive image by interacting with team members, vendors, and clients. Preparing and follow up on proposals and quotations on our various construction, structural designs with Clients. Effectively employing sales skills to achieve targeted sales. Research and maintain accurate and current database. Identify and develop sources of potential clients. Maintaining regular contact with key clients. Overcoming client's resistance / objections to products. Gathering feedback/comments relating products performance in the market. Matching client's requirements to the appropriate product. Liaising with sales representatives to actively promote sales opportunities by exchanging progressive information. Relationship Management and Transaction Officer/Customer Service Sep '14 — Mar '20 First Bank of Nigeria Answering phone calls and emails, attracting potential customers by selling various banks' products, services, technologies, resolve complaints and working customers through basic trouble shooting or set up processes. Handling both internal and external customer requests, complaints via CRM system; escalating critical issues and providing appropriate solutions/alternatives within the time limit and following up to ensure proper resolutions. Processing orders; account opening and maintenance, debit/credit card request, cheque book request etc. Collating and preparing customer reports, feedback and ensuring optimum customer satisfaction. Contributing to team effort by accomplishing related results as needed. CERTIFICATIONS Banking Operations Training Programme Industrial Training Fund ITF Aug '17 SKILLS Communication and Relationship Management Relationship Management, Effective communication, Customer Relationship Management, Cross-Selling Analytical and Problem-Solving Skills Analytical Skills, critical thinking, complex problem solving, Data Analysis Organization and Time Management Time management, multi-tasking Emotional Intelligence and Customer Support Emotional Intelligence, Coaching and mentoring, Customer Support Tools and Software Proficiency Microsoft Excel, Trello, Asana, HubSpot