Chinyere Nebo
Customer Service Representative
Edinburgh
Summary
Knowledgeable and dedicated customer service professional with extensive experience in financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Member Representative
Nationwide Building Society
Edinburgh, Scotland
06.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Educated and engaged customers with new bank products and services.
- Resolved customer issues through thorough dispute investigation.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Cross-sold bank services and products to uplift customer investments.
- Responded to customer calls and emails to answer questions about products and services.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Head Business & Market
Proshare Nigeria Limited
Lagos, Nigeria
01.2021 - 01.2022
- Developed and implemented successful strategies for building company sales.
- Established and managed monthly, quarterly and yearly sales plans.
- Set and monitored annual budgets for departments and entire business.
- Built and strengthened relationships with industry partners to drive growth.
- Established clear and competitive goals, growth roadmaps, and strategic business plans.
- Developed strategy to combat increased competitive presence within territory.
- Earned company exceptional ratings and testimonials from clients and industry organizations.
- Established team priorities, maintained schedules and monitored performance.
- Managed senior-level personnel working in marketing and sales capacities.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Developed detailed plans based on broad guidance and direction.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Business Development/Customer Service Officer
Proshare
Lagos , Nigeria
11.2017 - 12.2021
- Delivered campaigns to solidify new client opportunities and generate new business.
- Strategized with sales team to prospect and qualify potential customers within assigned geographic territories.
- Negotiated and closed long-term agreements with new clients in assigned territory.
- Built relationships with colleagues to facilitate teamwork, cooperation and success.
- Kept meticulous client notes and updated account information in company databases.
- Generated new business with marketing initiatives and strategic plans.
- Contributed to event marketing, sales and brand promotion.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Met existing customers to review current services and expand sales opportunities.
- Built relationships with customers and community to promote long term business growth.
- Set and achieved company defined sales goals.
- Kept detailed records of daily activities through online customer database.
- Stayed current on company offerings and industry trends.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Education
Master of Science - Marketing
Edinburgh Napier University
Edinburgh 01.2022 - 05.2023
Bachelor of Arts - History & International Studies
University of Nigeria Nsukka
Nigeria 11.2012 - 07.2016
Skills
Database Management
Multi-line phone talent
Complaint resolution
Strategic sales knowledge
Excellent verbal and written communication skills
Strong interpersonal and active listening skills
Proficient in CRM software (eg, Salesforce, Zendesk)
Conflict resolution and problem-solving abilities
Ability to handle high-stress situations with professionalism
Time management and organizational skills
Product knowledge and technical troubleshooting
Adaptability to evolving processes and technologies
Timeline
Member Representative
Nationwide Building Society
06.2023 - Current
Master of Science - Marketing
Edinburgh Napier University
01.2022 - 05.2023
Head Business & Market
Proshare Nigeria Limited
01.2021 - 01.2022
Business Development/Customer Service Officer
Proshare
11.2017 - 12.2021
Bachelor of Arts - History & International Studies
University of Nigeria Nsukka
11.2012 - 07.2016