DEBORAH OKOEKI
Summary
A dedicated and compassionate professional with extensive experience in healthcare support, now seeking to transition into a customer service role. Adept at delivering high-quality service, demonstrating strong communication skills, and problem-solving abilities. Passionate about assisting customers, resolving issues efficiently, and ensuring a positive experience.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Support Worker
Safe Haven Group
Lincoln, Lincolnshire
09.2022 - Current
- Compassionate care and support to over 40 residents, ensuring their comfort and well-being.
- Developed strong communication skills by engaging with over 40 residents, families, and healthcare professionals.
- Responded promptly to residents' needs, showcasing excellent problem-solving and adaptability.
- Maintained accurate records of over 40 residents and upheld confidentiality and compliance with healthcare regulations.
- Collaborated with over 20 colleagues to deliver high-quality care and enhance service standards.
Transferable Experience Relevant to Customer Service - Regularly communicated with 0ver 40 residents and their families per day building strong relationship.
- Managed sensitive documentation regarding GDPR with professionalism, ensuring personal data is safe.
- Maintained detailed documentation for over 40 residents demonstrating attention to detail and accuracy.
- Worked efficiently under pressure while prioritizing multiple tasks.
Customer Support
ACCESS BANK
Lagos
07.2016 - 07.2022
- Communicated courteously while providing information regarding bank's products and services to customers, responded to inquiries and resolved queries quickly and efficiently.
- Promoted excellent customer service standards that boosted customer service ratings from by 70% and number of new customers who downloaded mobile application by more than 200% in 12 months.
- Planned staff rotas to meet customer needs.
- Delivered feedback constructively to enhance staff performance and organised staff fun meetings and outings.
- Expanded database of client by 50% through effective sales prospecting via cold calling, online networking, and active social media engagement.
- Monitored staff performance levels, implementing necessary changes to improve productivity and meet targets.
- Built customer relationships and responded to client queries regarding products and services in timely fashion both online using communication software and offline via physical in-office meetings.
- Helped protect customers' accounts by reviewing suspicious activity, reversing transactions, lien, froze/unblocked accounts against fraud and theft, requesting chargebacks, police reports, and court orders and managing communications with participating financial institutions for disputed transactions, reviewing and reconciling bank statements for resolution of queries and reporting issues beyond jurisdiction to appropriate team and supervisor for resolution.
- Assisted customers in depositing and withdrawing funds.
- Guided new customers in verifying their identities when opening new savings accounts following Central Bank's compliance policies and KPIs.
Education
Postgraduate Diploma - Transport Management
Bells University.
Ogun state Nigeria 09.2021 - 09.2022
Higher National Diploma - Mass communication
National Institute of Journalism
Lagos, Nigeria 01.2012 - 01.2014
National diploma - Mass communication
Wolex Polytecnic
Lagos Nigeria 09.2008 - 01.2010
Skills
- Strong communication and interpersonal skills
- Customer service and client-focused approach
- Teamwork and collaboration
- Attention to detail and accuracy
- Adaptability and willingness to learn
- Customer Relationship Management Software (CRM)
- Call centre operations
- Microsoft Outlook, Word and Excel
Timeline
Support Worker
Safe Haven Group
09.2022 - Current
Postgraduate Diploma - Transport Management
Bells University.
09.2021 - 09.2022
Customer Support
ACCESS BANK
07.2016 - 07.2022
Higher National Diploma - Mass communication
National Institute of Journalism
01.2012 - 01.2014
National diploma - Mass communication
Wolex Polytecnic
09.2008 - 01.2010
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