Paulina Amade Obilikwu

Pauline AYODELE 14, Ololade Avenue Shagisha, Ketu, Lagos-- PROFESSIONAL SUMMARY I am a dedicated, highly motivated, and adaptable customer service professional with 4 years of experience exceeding customer expectations in a fast-paced call center environment. I have a proven ability to deliver exceptional customer service across multiple channels. I thrive in a team atmosphere and possess a natural ability to lead, build rapport and deliver exceptional service. I am eager to contribute to the company's success by fostering positive customer experiences. CORE COMPETENCIES • • • • • • • • • • • • Proficient in various call center software and technology platforms like Dinomi and Zioper. Possesses a deep understanding of customer service principles and a genuine commitment to exceeding customer expectations. Acted as a customer advocate, liaising between customers and internal teams to resolve complex issues. Provided ongoing support and coaching to ensure customers achieve their full value from the products and services. Proficiency in handling inquiries and complaints across various channels (phone, email, chat, social media) ensuring timely and accurate responses to customer's needs and consistently exceeding customer satisfaction targets. Exhibits strong active listening skills and empathy to understand customer concerns and build rapport. Applies analytical skills to interpret call center data, identify trends, and uncover root causes of customer issues. Effectively communicates complex information to both technical and non-technical audiences. Possesses strong written and verbal communication skills to document findings, prepare reports, and deliver presentations. Excellent communication and interpersonal skills to collaborate with cross-functional teams, in sharing insights and strategies for improving customer satisfaction Highly organized and detail-oriented, skilled in managing multiple tasks with minimal supervision while efficiently providing an excellent customer service experience for customers. Adapted to changing situations by staying informed about product updates and service changes. WORK EXPERIENCES Afriglobal Medicare Limited, Lagos, Nigeria Customer Service Supervisor • • • • • • • • • • Supervised a data-driven Customer Engagement by utilizing data analysis to understand and anticipate client needs, enabling the proactive development of personalized service Generated and presented interactive dashboards and reports to management on clientrelated insights and trends, assisting in strategic decision-making Continuously tracked key performance indicators related to client satisfaction, retention and engagement through data analysis and reporting. Answered a high volume of inbound customer calls, providing accurate and timely information. Resolved customer inquiries and complaints, consistently exceeding satisfaction benchmarks. Utilized problem-solving skills to identify root causes and implement effective solutions. Maintained a positive and professional demeanor, de-escalating situations and fostering trust. Collaborated effectively with team members to share knowledge and best practices. Achieved consistently high customer service ratings, leading to increased customer loyalty. Mentored and trained new customer service representatives, contributing to the development of a skilled and cohesive team. ROA Specialist Hospital Front Desk Executive • • • • • • • • • • August 2020 – Current April 2019 – August 2020 Verified patient insurance and eligibility for treatment. Provided clear and concise information regarding hospital policies, procedures, and directions. Maintained a positive and welcoming atmosphere for all visitors to the hospital. Updated and maintained patient records electronically. Prepared patient charts and other documentation for appointments and procedures. Answered phones, directed calls, and relayed messages accurately. Processed paperwork for admissions, discharges, and transfers. Reduced patient wait times at the front desk by streamlining the check-in process. Worked collaboratively with hospital staff from various departments for a seamless patient experience. Maintained confidentiality of patients' information. EDUCATION & CERTIFICATION LinkedIn Learning Customer Service: Problem Solving and Troubleshooting February 2022 Federal University of Agriculture Makurdi. B.Sc. Mathematics and Computer Science January 2010 – February 2014 SKILLS • • • • • • Excellent verbal and written communication skills. Excellent time management and organizational skills Strong problem-solving and decision-making abilities. Proven ability to build and maintain strong customer relationships. Team player with a collaborative mindset. Collaborative leadership skills. REFERENCES Available on request