Ufuoma A Whotu

AWHOTU UFUOMA FUNMI Back Office Operations Specialist - -/- SUMMARY As a seasoned customer support Specialist with over 13 years of Proven experience in customer support (frontend and backend) , I possess the expertise to handle complex customer issues with skill. My passion is to deliver excellent customer service, streamline operations, and drive business growth. With a proven track record of resolving issues, improving processes, and increasing customer satisfaction, I am confident in my ability to make a positive difference. My approach involves building strong relationships, communicating effectively, and providing tailored solutions. If you are looking for a professional with a proven ability to drive customer satisfaction, reduce churn, and increase business growth, I am the ideal candidate WORK EXPERIENCE 9mobile 2022 – Present Back Office Operations Specialist 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 escalation rate by 30%. Escalated unresolved issues and ensured all issues raised were resolved, achieving a 99% resolution rate. 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. • • • • • • • 9mobile 2012 – 2022 Corporate Help Desk Unit Provided top-notch customer support, achieving a 90% customer satisfaction rate. Ensured efficient problem resolution, high customer satisfaction, and effective communication between departments and technical teams. Collaborated with technical teams to resolve complex issues. Developed and implemented customer-centric strategies, reducing churn by 30% and increasing customer satisfaction by 80%. Trained and mentored junior staff, improving their skills and confidence. Maintained accurate records of customer interactions and issues. Provided feedback to management on customer trends and issues. • • • • • • • Finbank Plc Customer Service Officer Greeted and assisted customers with inquiries, ensuring prompt resolution or appropriate escalation. Handled complaints and service requests professionally, achieving a 85% resolution rate. Guided customers through banking procedures and promoted self-service channels. Updated and maintained accurate customer records and service logs. Supported account opening, closing, and maintenance processes. Collaborated with other departments to ensure smooth service delivery. Followed up with customers to ensure their issues were fully resolved and satisfied. 2010 – 2011 • • • • • • • Finbank Plc 2009 – 2010 Teller Processed financial transactions accurately and efficiently, ensuring 100% accuracy. Verified customer identity and transaction details, ensuring compliance with internal policies and regulatory requirements. Balanced cash drawer, ensuring all transactions were accurately recorded. Promoted and educated customers on digital banking tools and self-service options. Maintained the confidentiality and security of customer information. • • • • • Milstone Microfinance Bank, Ikeja 11/2008 – 03/2009 Marketer Promoted the bank's products and services to potential customers, achieving a 20% increase in new accounts. • AWHOTU UFUOMA FUNMI - 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. • • • • • • Government Day Secondary School, Kusada L.G.A. Katsina State 2004 – 2005 NYSC Taught History and Social Studies, improving student academic performance by 25%. Developed and implemented engaging lesson plans, achieving a 90% student satisfaction rate. Mentored students, providing guidance and support to help them achieve their academic goals. Collaborated with colleagues to plan and implement school events and activities. Demonstrated strong communication and interpersonal skills, building positive relationships with students, colleagues, and parents. • • • • • Masters in Public and International Affairs University of Lagos EDUCATION B.A. (Hons) History & International Studies Nnamdi Azikiwe University, Awka 2005 - – 2004 SSCE Our Ladys High School, Effurun, Delta State 1991 – 1997 Effective communication skills — Proficient facilitate clear and concise interactions with customers and colleagues. Attention to detail — Proficient ensures accurate and efficient processing of financial transactions. SKILLS Strong problem-solving skills — Competent enable efficient resolution of complex issues. Excellent customer relationship skills — Proficient build trust and loyalty with customers. Strong analytical skills — Proficient provide insights for business decisions and process improvements. Proficiency in Microsoft Office tools — Proficient streamlines workflow and enhances productivity. Ability to work under pressure and manage multiple tasks — Competent ensures meeting deadlines and achieving targets. Strong teamwork and collaboration skills — Proficient foster a positive and productive work environment. LANGUAGE English — Fluent INTERESTS Traveling and exploring new cultures Learning about different customs and traditions Attending community events and building relationships CERTIFICATIONS AND TRAINING Intensive Comprehensive Banking Training Financial Manpower Training Centre LinkedIn HR Courses Will Be Made Available Upon Request AWHOTU UFUOMA FUNMI 2021 REFERENCES -