OMOLARA ALAMUTU
Customer Service Representative-m
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ikeja, lagos
WORK EXPERIENCE
CAREER
OBJECTIVE
Technical Support/Customer Support
Oct 2019 - Dec 2022
Victoria Island
Maintained up-to-date customer records in Ms Dynamics
CRM while interacting with customers across email, phone
and live chat
Updated customer accounts, and resolved customer issues
for 98% satisfaction rate
Used Microsoft Office tools to track customer experiences,
communication, and marketing efforts
Promptly handled an average of 80 customer inquiries and
complaints per day with a 96% customer satisfaction rate
Exceeded quantitative metrics on customer satisfaction,
customer retention, and inquiry volume
Actively maintained and updated customer accounts in
Microsoft Dynamics
Quickly triaged incoming calls, and escalated calls when
necessary, reducing the average time to resolution by 19%
Actively worked to display a courteous and empathetic
attitude to customers, resulting in a net promoter score over
40
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Operations Officer
Access Bank
July 2014 - Oct2019
Victoria Island, Lagos
Welcomed all customers within 10 seconds of entry, and
received 4 personal, positive comments on Google Reviews
Verified the accuracy and completeness of invoices, and
researched invoice discrepancies for 7 departments
Provided timely and detailed communication to internal and
external stakeholders by preparing reports and
documentation using Microsoft Word on vendor and
disbursement activity
Maintained petty cash, fielded calls, negotiated with vendors
regarding services provided and available discounts, and
communicated with supervisors regarding changes
Processed payments on time, and sought discounts,
promotional sales, and loyalty prices to save the company
17%
Coded, approved, and paid invoices prior to deadlines,
corresponding with vendors within 1 business day about
issues or discrepancies
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Caring and friendly customer service
professional with experience in
consumer retail and Finance settings.
Passionate about the prospect of
working to improve the customer
experience and increase retention
through the quick resolution of any
customer concerns.
om
Access Bank
EDUCATION
Higher National Diploma
Accountancy
Lagos State Polytechnic
2010 - 2012
Lagos
SKILLS
CRM (Microsoft Dynamics)
NPS, customer retention, customer
satisfaction
Empathetic & courteous
Detail-oriented
Microsoft Excel
Slack
Problem-solving
Zendesk
Customer Loyalty
Time Management
Listening Skills
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Ensure budget Optimization and cost control by adequately
monitoring the bank's operating and capital expenditures as
over spending is avoided at all cost
Coordinates analyses of accounts and produces monthly
report with Microsoft Excel
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