Ogar Eneyi Patricia

OGAR PATRICIA CUSTOMER SERVICE-Work Experience Customer Experience/Virtual Relationship Officer December2024 - April2025 Sterling Bank PLC Nigeria Lagos State Marina ● Provided virtual support for portfolio of over 10,000 customers account monthly, successfully resolving over 90% of complaints on the first point of contact via phone, emails and chats. ● Re-engaged dormant and inactive accounts through personalized communication strategies, resulting in an 80% increase in the active customer base ● Guided new customers through on-boarding processes for various banking products, offering detailed product education and personalized assistance to ensure seamless adoption and satisfaction. ● Played a pivotal role in restoring customer trust by effectively resolving concerns from previously dissatisfied clients, contributing to a 90% improvement in retention rates. ● .Managed an average of 200+ calls and virtual interactions daily, consistently delivering timely solutions and maintaining high service standards. ● Partnered with internal teams to escalate and resolve complex issues, ensuring strict adherence to bank policies while maintaining exceptional customer satisfaction. Telemarketer/Sales Project Enforcer August 2023 - November 2024 Sterling Bank PLC Lagos State, Nigeria ● Responded to over 200 inbound and outbound correspondences from existing and prospective customers, resulting in 80% conflict resolution and 50% escalated tickets to the technical department. ● Resolved over 90% of customers' complaints within the organizational service level agreement resulting in a 4.7-star rating and feedback. ● Collaborated with the data processing department to conduct surveys and other data-gathering activities on customers' accounts and addresses for specific studies and documentation. ● Identified individuals or entities not registered on the company’s network but connected to the network with no evidence of payment or vending history and escalated such reports to the back-end. ● Sourced for newly constructed facilities such as residential apartments, commercial buildings, shops, etc., and registered such customers on the company’s network. Executive Assistant October 2016 - October 2017 Salas Gallery/Studio, Lagos State, Nigeria ● Implemented administrative support to the CEO, resulting in the reduction of administrative costs by 30%. ● Scheduled meetings and overall administrative tasks for the executive and other managers. ● Organized marketing programs and campaigns that up-scaled the company's revenue by 40%. ● Drafted content for the company’s blog and social media platforms resulting in 60% new followers and 70% post engagement. ● Worked with the company database to keep an inventory of 5000 customers. Education ● BSC Business Management Benue State University, Makurdi, Benue State - Skills ● ● ● ● ● Customer Service (Email, Phone, and Live chat) ● Excellent Communication Skills Cold Calling & Appointment Scheduling Google Slide, Sheet, Word, Meet, One Drive Teamwork & Negotiation ● ● ● CRM Tools (Zendesk, Hubspot, Slack, Freshdesk, Salesforce, Gohighlevel, etc) Microsoft Excel, Word, Teams, Drive Zoom, Calendly, Skype Attention to Detail ● ● ● ● ● Trello, Asana, ClickUp Calendar Management Sales Closing Team Management Telemarketing Certifications and Awards ● ● ● ● ● ● Customer Experience Certified by Sterling Bank PLC AI 101 Certified by Verticul In-Demand IT skills Certified by Digital Witch Inbound Certified by Hubspot Academy Virtual Assistant Certified ALX Sales Hub Sofware Certified by Hubspot