Ufuoma A Whotu

Part of my work experience includes:

Back Office Operations Area:

• Successfully resolved customer complaints and queries, achieving a 75% resolution rate within agreed service levels. Maintained and updated customer and network data, ensuring 80% accuracy and efficiency.
• Collaborated with relevant departments to resolve escalated customer issues, reducing the escalation rate by 30%. Escalated unresolved issues and ensured all issues raised were resolved.
• Maintained an accurate database of customer complaints, providing insights for process improvements.
• Performed first-level analysis of customer query trends, identifying areas for improvement and recommending solutions. Prepared periodic activity and performance reports, providing insights for business decisions.

Marketing:

• Promoted the bank's products and services to potential customers, achieving a 20% increase in new accounts.
• Developed and implemented marketing strategies to reach target audiences.
• Built relationships with existing customers to encourage loyalty and retention.
• Provided excellent customer service, responding to customer inquiries, and resolving issues. Collaborated with the sales team to identify new business opportunities.
• Maintained accurate records of marketing activities and customer interactions. Contributed to the development of marketing materials and campaigns.

I am good with technology, I am familiar with using programs such as Office 365, different CRM Systems, among others, and always looking forward to learning new things. (I learn quickly). I’m an organized, detail-oriented, and proactive individual who thrives on taking on new challenges that push me beyond my comfort zone. I love the opportunity to showcase my excellent customer service expertise and develop new skills. I’m committed, responsible, and dedicated to delivering results.

I help busy business owners by boosting their social media presence, crafting memorable customer experiences (not just customer service), and driving profits. My focus is on giving my clients the time freedom they deserve, providing top-tier customer service/administrative support, and ensuring they never feel alone in their business. After all, having a reliable backup team is key—doing everything solo is a surefire way to burn out.

With solid customer service and marketing expertise, I specialize in making things easier for my business partners. My ultimate goal is to connect you with your business objectives and make your vision a reality.