Nasiru Idris

Nasiru Idris idrisnasiru 26@ gmail .com /- / House C48 Same Global Estate Lokogoma, Abuja, FCT Summary Personable Relationship Officer driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time. Experience Relationship Officer 9 Payment Service Bank • Abuja, FCT November/2020 - Present Interfacing with clients where required to educate them on products and services, gain customer insights, and clarify requirements and business models. Understanding the customers' needs by engaging with the customers and interpreting their needs. Observing customers' behavior and predicting future needs for product development. Training of clients on company's products and services from time to time. Setting appointments and carrying out sales call visits. Continuously generate referrals from existing and new customers. Managing client’s on-boarding and KYC activities including account opening and annual certification. Monitoring, following-up and escalating cases to meet customer response commitments. Retaining and growing portfolio of relationships by performing proactive, mobile and value-adding partnership role. Monitoring issues carefully and reaching out to customers to provide immediate resolution and maintain satisfaction. Maintaining and building close relationships with customers through regular contact and visits. Supporting sales team in implementing sales tactics and achieving growth objectives and sales targets. Customer Service Representative 9mobile Nigeria/Etisalat Nigeria • Lagos May/2016 - October/2020 Managed large amounts of incoming calls. Identified and accessed customers’ needs to achieve satisfaction. Provided accurate, valid and complete information by using the right methods and tools. Recorded all calls and actions in the call management system, ensuring that team leads and managers have an accurate understanding of call statistics Tracked KPIs to measure average wait time, average handle time, first call resolution and overall customer satisfaction to improve productivity. Maintained a first call resolution rate of 91% and an overall customer satisfaction rate of 96% for four years. Communicated answers, solutions and next steps clearly so that customers were assured that their concerns were fully addressed. Followed communication procedures, guidelines and policies. Handled customers’ complaints and provided appropriate solution within the time limit. Kept records of customers’ interactions. Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat. Logistics Officer Great brands Nigeria limited • Lagos October/2015 - April/2016 Ensured that all aspects of a logistics team such as shipping, warehousing and procurement were working together to fill orders and deliver materials on a timely basis. Managed functional areas of logistics. Collaborated with project managers to discuss procurement, logistics and service requirements for optimized purchasing power. Conducted qualitative and quantitative analysis of logistics operations to pinpoint and correct inefficiencies. Developed logistical checklists to guide activities support. Ensured the proper functioning of supply chain. Human Resources Officer Asabe Shehu Yar'Adua Foundation • Lagos July/2013 - April/2015 Provided counseling on policies and procedures. Facilitated new hires for the company. Prepared regular reports (e.g.: expenses and office budgets). Organized company’s record. Point of contact for all employees. Forecasted expected personnel demands and developed forward-thinking approaches to achieve objectives. Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees. Computer Instructor Caring Hands School • Lagos November/2013 - October/2014 Designed, facilitated and taught the computer instruction components. Prepared lesson plans, assigned tasks and evaluated students’ work. Promoted safe, effective and ethical learning environment. Used professional discretion and judgement in managing students in classroom setting. Tested and evaluated student progress to determine effectiveness and impact of teaching methods, materials and projects. Education Computer Science Katsina University • Katsina October/2012 Senior Secondary Certificate Nodos International Secondary School • Lagos June/2005 Skills Customer service Microsoft office Communications Management Organizational skills Languages English Hausa Certifications Senior Member Institute of Customer Service of Nigeria (ICSN) December/2019