QUEEN ROWLAND
Business Analyst and Customer Service
Pinchbeck Spalding,Lincolnshire
Summary
Experienced analyst with background in delivering end-to-end IT systems and business change projects. Friendly and motivating leader experienced in overseeing cross-functional teams to analyse impacts of technological change. Creates tailored solutions to core business challenges. Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Overview
11
11
years of professional experience
Work history
Business analyst
Digital Echoes
34 Marmion Way, Ashford TN23 5HY
03.2022 - Current
- Answered customer telephone calls promptly and improved on-hold wait times.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with varying questions using product knowledge and service expertise.
- Upsold new products and accessories to customers, capturing significant increases in add-on sales.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Maintained excellent working relations with numerous external clients, providing timely quotes and shipping information.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
Customer service representative
Access Bank, Nigeria
10.2013 - 02.2022
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with varying questions using product knowledge and service expertise.
- Maintained excellent client satisfaction by providing in-depth support.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Obtained feedback from customers to improve service experience.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Listened actively to offer accurate information and best solution to their needs.
Education
Computer Science
Ambrose Alli University
Skills
- Customer Service
- Product expertise
- Product knowledge
- Complaint resolution
- Customer services
- Active listening
- Executive support
- Client engagement
- Microsoft Word
- Jira
- SQL proficiency
- Gap analysis
- SWOT Analysis
- PESTLE Analysis
- Workflow analysis
Languages
English
References
References available upon request.
Timeline
Business analyst
Digital Echoes
03.2022 - Current
Customer service representative
Access Bank, Nigeria
10.2013 - 02.2022
Computer Science
Ambrose Alli University
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