Onabule

Onabule Yewande Omobonke Personal Info: No 20, Onabola Street Pedro,Gbagada Lagos. Phone:-,- E-mail:-LinkedIn: https://www.linkedin.com/in/onabule-yewande-40a63431/ Professional Summary Well-qualified Customer Service Representative Proficient in handling complex issues I am efficiency-driven, organized with team-oriented mentality, dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments. Personable customer service professional offering over 7 years of experience resolving account and service concerns for telecommunication customers. Smoothly uncover and solve challenges while promoting company products and maintaining loyal, satisfied customers. I am focused on surpassing expectations and driving team success. Skills • Documentation • Research skills • Communication Skills • Attention To Details • Proficient In Microsoft Office • Customer Service • UI/UX Design skills • Product Management Skills • Management skills • Verbal And Written Communication WORK HISTORY Outbound: Telesales, Loyalty and Retention Specialist May2019 till date 9mobile, Ilupeju, Lagos • Respond to customer inquiries in a clear, concise and friendly manner to establish an excellent first impression. • Work with product management team and cross-functional teams to create and launch retention campaigns/programs, driving loyalty and revenue. • Design marketing campaigns aimed at retention and value preservation. • Understand brand and product proposition through all communication channels. • Deliver out of the box campaigns that will enrich customer experience which will increase: Customer Life time value and Revenue. • Make calls to clients, address their needs, complaints, or other issues with products or services. Respond efficiently and accurately to callers, explaining possible solutions, and ensuring that client’s feel supported and valued. Engage in active listening with callers, confirming or clarifying information and diffusing angry clients as needed. Build lasting relationships with clients and other call center team members based on trust and reliability Utilize software, databases, scripts, and tools appropriately Understand and strive to meet or exceed call center metrics while providing • • • • • • • • excellent and consistent customer service Make sales or recommendations for products or services that may better suit client needs Take part in training and other learning opportunities to expand knowledge of the company and position Adhere to all company policies and procedures Customer Care Representative Emerging Markets Telecommunications Services (EMTS) ETISALAT October 2012 - April 2019 • Translate business requirements of products and services to customers and provide adequate and up to date request on customer needs. • Attend to and resolve customer queries promptly and courteously always. • Route customer issues to the relevant units using defined escalation channels. • Document/capture all customer interactions using approved software and escalate unresolved issues to the Team Leader, Contact Centre Operations as required. • Enlighten and educate customers on new products and initiatives within EMTS. • Adhere to assigned shift slots, ensuring availability throughout the shift period. • Act on feedback received, and ensure continuous improvement on performance. • Attend team meetings and training as required. • Collate and prepare appropriate daily, weekly and monthly activity and performance reports for the attention of the Team Leader, Contact Centre Operations. • Perform any other duties as assigned by the Team Leader, Contact Centre Operations. NYSC Teaching Staff July 2011 - June 2012 Department of Mathematics • Prepare and Invigilate Exams. • Ensure students are well coordinated. Member National Drug Law Enforcement Agency {NDLEA} Yobe Command July 2010 - June 2011 Education CERTIFICATION : AGILE PRODUCT MANAGEMENT Dec 2020 – Feb 2021 DEGREE: FEDERAL UNIVERSITY OF AGRICULTURE,ABEOKUTA,OGUN STATE April 2004 May2010 B.Agric (Second Class Upper Division) ST ANNES’S SECONDARY SCHOOL, IBADAN, OYO STATE. 2001 Feb 1996-May SSCE/NECO ACCOMPLISHMENTS • FPY {Farm Practical Year} Sept.2008- Jan.2009 TEFAMAC {Teaching Farms and Management Committee] Federal University of Agriculture, Abeokuta. Jan. 2009 • TECHNICAL training Customer Care/ Service (EMTS) Aug. 2013 • Customer Advocacy: Communication to Build Trusting Customer Relationship Customer Interaction Teamwork (EMTS) Oct. 2014 • Effective Team Communication Team Dynamics Emotional Intelligence July 2017. References REFEREES To be provided on request.