Ogar Eneyi Patricia

PATRICIA OGAR E Customer Service Representative |-|- Professional Summary Highly customer-focused and results-driven Customer Service Representative with over 7 years of experience in high-volume environments within the banking, retail, and service industries. Expert in managing inquiries and resolving complex issues via phone, email, and live chat with professionalism and empathy. Proven track record of enhancing customer satisfaction, reducing complaints by 90%, and contributing to increased customer retention. Possesses strong analytical and problem-solving skills, with extensive proficiency in CRM and productivity tools to ensure seamless service delivery. Core Competencies ●​ Customer Relationship Management: Customer Retention, Conflict Resolution, Customer Advocacy, Customer Experience (CX) Enhancement ●​ Communication & Support: Inbound & Outbound Calling, Live Chat, Email Support, Social Media Engagement, Cross-Functional Collaboration ●​ Problem Solving & Analytics: Escalation Management, Root Cause Analysis, Complaint Resolution, Performance Metrics Tracking ●​ Technical Proficiency: CRM Tools (Zendesk, HubSpot, Salesforce, Freshdesk), Microsoft Office Suite (Word, Excel), Google Workspace (Docs, Sheets), Slack, Trello, Asana, Zoom, Calendly Professional Experience Customer Service Representative | Sterling Bank PLC – Lagos, Nigeria August 2023 – August 2025 ●​ Successfully managed a portfolio of over 6,000 customer accounts, driving engagement and ensuring active funding through proactive outreach. ●​ Managed an average of 200+ inbound and outbound calls daily while consistently maintaining a top-tier quality score. ●​ Handled a high volume of inquiries across phone, chat, and email, maintaining a 98% accuracy rate in resolving issues and providing information. ●​ Resolved an average of 15 escalated customer issues daily, contributing to a 10% increase in customer retention and overall satisfaction. ●​ Educated customers on digital banking platforms and services, enhancing platform usage and customer self-sufficiency. ●​ Ensured strict compliance with all banking policies while handling sensitive customer requests, maintaining data security and trust. ●​ Coordinated with internal departments to ensure smooth service delivery and prompt resolution of complex cases. 2 ●​ Built and strengthened client trust through regular, personalized follow-ups, contributing to improved client loyalty. Customer Service Representative | Tricia’s World – Lagos, Nigeria March 2022 – January 2023 ●​ Promptly and professionally handled all inquiries across social media, email, and live chat platforms, ensuring a positive brand image. ●​ Successfully resolved all inbound complaints, contributing to the team's record of reducing overall complaints by 80% through empathetic and professional service. ●​ Maintained detailed records of all customer feedback, providing key data to support service and product improvements. ●​ Collaborated effectively with the support team to ensure quick problem resolution and seamless customer support. Education B.Sc. Business Management | Benue State University 2016 – 2019 Certifications ●​ Customer Experience Certified by Sterling Bank PLC ●​ Virtual Assistant Certified by ALX