Uwakmfon Ebong

Uwakmfon Ebong Customer Service Representative Liverpool, England. --www.linkedin.com/in/uwakmfon-ebong An organized and result-oriented customer service representative with 3+ years’ experience in the telecommunications industry. Patient and resilient with a commitment to solving complaints at first point of contact and turning complaints into compliments. Seeking opportunities to enhance customer satisfaction and operational excellenceTop of F..Bottom of Form. Area of Expertise Business acumen Problem-solving Emotional Intelligence Digital AgilityAnalytical SkillListening skills Adaptability Professional Experience Customer Service Representative May 2022 – November 2024 Globacom Limited | Lagos, Nigeria Provided exceptional customer support, resolving inquiries, complaints, and technical issues related to telecommunications services. Successfully resolved customer problems, including troubleshooting technical issues with internet connectivity, mobile network, billing discrepancies, and service disruptions, with a 95% issue resolution rate. Demonstrated comprehensive knowledge of the company's products and services, assisting customers in choosing appropriate plans, upgrading services, or resolving technical issues. Educated customers about new products, services, features, and promotions offered by the company, resulting in an increase in customer awareness and engagement. Handled customer complaints and escalations professionally and courteously, ensuring timely resolution. Accurately documented customer interactions, issues, and resolutions in the company's CRM system, maintaining records and tracking customer call history. Shift Manager Chicken Republic | Uyo, Akwa-Ibom StateNovember 2020 – March 2022 Supervised and directed a team of staff during shifts and conducted pre-shift briefings to communicate goals and expectations. Increased customer satisfaction scores by 10% through improved service standards and staff training initiatives. Implemented cost-control measures to minimize waste and maximize profitability thereby reducing restaurant’s cost by 2% Managed opening and closing procedures, including cash handling, inventory management, and ensuring cleanliness standards. Monitored food quality, presentation, and portion control to meet company standards. Ensured compliance with health regulations and food safety guidelines Customer Care Agent Airtel Nigeria | Uyo, Akwa-Ibom State. April 2019 – September 2020 Provided exceptional customer support through various channels, including phone, email, and live chat Demonstrated strong product knowledge to guide customers in using and troubleshooting products effectively. Accurately documented customer interactions, issues, and resolutions in the company's CRM system to maintain records and track customer history Collaborated with cross-functional teams to address complex customer issues and improve overall service. Pay Clerk NigerianAir Force Hospital | Jos, Plateau StateJuly 2017 – March 2019 Verified transaction details, including available funds and total account balance. Revamped internal controls and accounting quality systems in preparation for significant audits. Conducted account reconciliations. Education MSc (In View) Financial Technology and Business Analytics February 2025- present University of Chester, United Kingdom BSc (Hons) Banking and FinanceOctober 2012- March 2016 University Of Uyo, Akwa-Ibom State Second Class Upper Division Certifications Certification in Human Resources Management by Skills Development Council Canada Associate member Chartered Institute of Personal Management (ACIPM) Human Resources Practicing License (HRPL)