Agossi Yawa ASSIGBLEY NOUDOUKOU
London,City of London
Summary
Confident and knowledgeable Customer Service Officer committed to providing excellent customer service that improves customer retention. Experienced in designing loyalty programmes to develop fruitful and insightful customer relationships. Proactively researches latest industry trends to update sales strategies.
Friendly and open communicator with well-developed interpersonal and active listening skills. Focuses on providing timely and useful responses to customer queries. Highly skilled at fostering relationships with customers to increase loyalty and retention while improving satisfaction levels.
Reliable customer service representative with background in providing professional and helpful support to new and existing clients. Friendly, hardworking and energetic communicator. Proven success at improving customer retention through exceptional service and account management.
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Officer
Ecobank Togo
Lomé , Togo
02.2018 - 02.2023
- Maintained working knowledge of available products and services.
- Thoroughly monitored compliance with customer service standards to maintain stellar industry reputation.
- Performed cashier duties, including balancing and end-of-day banking.
- Responded to and summarised customer complaints and feedback.
- Responded to customer queries and provided excellent customer service.
- Provided professional and helpful support to new and existing clients.
- Adhered strictly to policies and procedures for continued company compliance.
- Recorded and processed customer data accurately.
- Answered and re-directed calls for swift resolution.
- Registered customer information to maintain accurate records.
- Applied best practices to comply with customer service procedures.
- Upheld data accuracy on internal database.
- Assessed service statistics and drafted detailed reports based on results.
- Improved customer retention by 90%, through service and account management.
- Researched latest industry trends to improve selling strategies.
- Managed relevant inboxes and office diaries.
- Engaged in team-building activities to build rapport with staff.
- Participated in meetings to discuss goals and sales target.
- Designed loyalty program to develop fruitful relationships with customers.
- Formulated surveys to gather feedback and improve customer service.
Cash Teller
Ecobank Togo
Lomé , Togo
08.2009 - 01.2018
- Organised and stocked teller areas to maintain readiness for daily customer flows.
- Upheld strict financial controls by keeping funds secure and accurately transferring monies.
- Trained new tellers in institutional processes and procedures, mentoring through learning period and answering questions.
- Opened new accounts and explained featured benefits and monthly fees.
- Explained bank services, financial products and applicable fees to customers.
- Reconciled cash drawers and daily transaction records to support accuracy.
- Adhered to vault security procedures and access requirements.
- Processed account deposits, withdrawals and updates to meet customer needs.
- Completed special procedures for customers, ordering new cheques, stopping payments or investigating identity theft.
- Counted and packaged currency and coins.
- Properly processed deposits, withdrawals and payments for average of 73 to 89 customers daily.
- Assisted customers with compromised debit cards and issued new credentials.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Identified and reported suspicious behaviour to security personnel as appropriate.
- Observed correct procedures regarding financial and customer information to prevent breaches and data misuse.
- Organised transfers to move money between customer accounts, between customers, and between businesses.
- Completed currency exchanges following current, accurate rates.
Education
NVQ Level 3 - Bank Employee
Professional Training Centre of Togo
Lomé,Togo 09.2014 - 07.2015
NVQ Level 2 - Bank Employee
Professional Training Centre of Togo
Lomé, Togo 09.2013 - 07.2014
NVQ Level 1 - Bank Employee
Professional Training Centre of Togo
Lomé , Togo 09.2012 - 07.2013
A-Levels - French , Mathematics , English
Grammar School
Lomé , Togo 09.2003 - 06.2004
GCSEs - French , Mathematics , English
Secondary School
Lomé,Togo 09.1997 - 06.1998
Skills
- Data verification procedures
- Office dynamics 365 usage
- Data confidentiality
- Transaction processing
- Record maintenance
- Customer experience
- Advanced product knowledge
- Payment processing
- Microsoft Office Suite
- Report generation
- CRM
- Stock management
- Customer relations
Languages
French
Fluent
English
Intermediate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Service Officer
Ecobank Togo
02.2018 - 02.2023
NVQ Level 3 - Bank Employee
Professional Training Centre of Togo
09.2014 - 07.2015
NVQ Level 2 - Bank Employee
Professional Training Centre of Togo
09.2013 - 07.2014
NVQ Level 1 - Bank Employee
Professional Training Centre of Togo
09.2012 - 07.2013
Cash Teller
Ecobank Togo
08.2009 - 01.2018
A-Levels - French , Mathematics , English
Grammar School
09.2003 - 06.2004
GCSEs - French , Mathematics , English
Secondary School
09.1997 - 06.1998
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