Elizabeth Famoyegun
Manchester
Summary
Experienced in evaluating data and business processes. Thrives in competitive environments, excelling in high-quality analysis for small and large projects. Skilled at understanding risks and ensuring work follows business guidelines. 9 years of experience as a Customer Service Representative, resolving account and service concerns with exceptional support. Personable nature enables smooth navigation of challenges and effective promotion of company products, resulting in loyal and satisfied customers. Committed to surpassing expectations and contributing to team success.
Overview
10
10
years of professional experience
4
4
Certification
Work History
Customer Service Advisor
Pets at Home
07.2024 - Current
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Implemented strategies to reduce average handling time without compromising on service quality.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Maintained high-quality service standards, ensuring positive customer feedback.
- Reached out to customers to offer assistance with account and service issues, as well as propose new Product or service choices.
- Leveraged CRM tools to track customer interactions, ensuring seamless communication across multiple channels.
- Contributed to team meetings with valuable input, fostering a collaborative work environment.
- Continuously sought opportunities for personal development through ongoing training programs.
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
- Participated in cross-functional projects aimed at improving overall company performance and customer experience.
PROJECT DELIVERY ASSISTANT
Energy Saving Trust – Scotland
12.2022 - 04.2024
- Verifying the information provided in grant & Loan applications and claims against set criteria, including following up on further information with applicants, installers and internal teams as necessary
- Focus on customer service and delivering an effective customer journey
- Contact customers as required via e-Mail, letter, telephone to resolve queries
- Maintaining good administrative systems to ensure that all filing and key documents are kept in accordance with the company’s quality procedures
- Maintenance and updating of the relevant databases and spreadsheets
- Managing the production, distribution, handling of all relevant finance documentation
- For example, purchase orders, invoices etc
- Assisting the wider team with ad HOC requests as required
- Collating and reporting statistics, managing financial records
- Working knowledge of efficiency and renewable energy technologies.
CASE MANAGER – PROJECT ADMINISTRATOR
John Lewis & Partners – Didsbury
01.2022 - 11.2022
- Interacting with customers via email, social media, Chat or email
- Dealing with multiple queries, questions and complaints
- Negotiating in order to resolve knotty and potentially emotive customer queries while protecting customers, Partners, profit and brand
- Always adding value through effective influencing, communication and sharing of expertise
- Overseeing kitchen fit projects from start to finish Responsible for liaising with planners, fitters, suppliers and customers
- Using multiple computer applications to manage cases and to deal with complex queries
- Effectively reporting detailed progress of cases using Google sheets, CPM, CSS...
Customer Service Advisor
Department of work & pensions (Universal Credit)
03.2021 - 01.2022
- Completed customer requests received via phone, and web, offering prompt solutions to maintain customer satisfaction
- Processed an average of 800+ calls and queries per month, exceeding targets by 93%
- Expertly de-escalated objections and disputes within 5-minute timeframe through active listening to maintain customer satisfaction
- Delivered quality information and services through adherence to established processes, resulting in 80% customer resolution
- Performed in-depth research to answer more complex questions
- Offered suitable advice to maintain customer satisfaction and generate repeat business
- Recorded and processed customer data within secured system, employing attention to detail to ensure error-free information
- Thoroughly monitored compliance with customer service standards to maintain a stellar industry reputation.
SERVICE REPRESENTATIVE
Vicas Resources
04.2020 - 03.2021
- Responsible for clerical support of production, procurement and planning daily operations
- Daily entry of transactions into QuickBooks or Excel
- Communicating with all relevant employees to ensure delivery times are met
- Enter information from third party vendors into computer system
- Planning schedules and review workload and manpower to make sure targets are met on cost effective basis
- Identify the processes and useful information technology to introduce recommendations
- Creating detailed schedule based on strict deadlines and communicating the benefits of basic recommendations across departments in order to help address any concerns
- Making sure health and safety guidelines are followed
- Following up on orders, organize, plan and implement inventory activity.
OFFICE Manager
Gedhe Couture, Nigeria
01.2019 - 03.2020
- Allocating and monitoring budget resources for quarterly productions
- Formulating policies and communicating business goals overseeing the implementation of new technologies
- Responsible for QA testing to ensure the company delivers the best products and services possible
- Hiring and training employees
- Managing and controlling operational cost
- Training heads of departments, managing budgets, monitor and motivate staff
- Provide support in gathering client requirements for bespoke quantitative strategies
- Ensuring good and smooth customer service
- Helping in the improvement of overall business functions
DATA ENTRY SPECIALIST
Kapeun Limited, Nigeria
09.2017 - 12.2018
- Maintains order of organization supply
- Answers telephones and channel calls to proper staff person
- Distributes mail from department to mail office and departments; retrieves incoming mail
- Requisitions office supplies
- Assists departmental staff in performing clerical tasks when needed
- Prepares supporting data information
- Oversees appropriate completion of all sales forms by responsible person
- Logs needed information in computer and record books
- Processes admission information after entry and does necessary paperwork to send file to Accounting Department
- Supervises Receptionist staff
- Assigns/coordinates and follows up workloads for receptionist
- Manages/approves Receptionist timecards and schedules
- Evaluates receptionist's job performance
- Evaluates the work performance of each direct report by completing performance appraisals within the established guidelines.
SALES/CUSTOMER SERVICE ASSOCIATE
Ouch Couture Limited, Nigeria
01.2017 - 07.2017
- Identifying sales leads and following up new business opportunities
- Communicating new product developments, product use and product application to prospective clients
- Maintaining good working relationship with new contacts
- Overseeing the development of marketing literature
- Keeping records of sales, revenue, invoices etc
- Provide trustworthy feedback and existing customers
- Developing entry level staff into valuable sales reps.
Education
Bachelor's - Computer Science
Lagos State University - Nigeria
NigeriaSkills
- Microsoft Office 365
- Data Analysis
- Inventory Control
- People Management
- Storm
- Operations
- Record maintenance
- Data confidentiality
- Citrix
- CRM software
- Salesforce
- Call center experience
- Customer Relations
- KPI Monitoring
- Sales proficiency
- Schedule Management
- Complaint Handling
- Quality Assurance
- Live chat support
- Money handling abilities
Certification
• Business Analysis
• Digital Contact Center
• Digital & IT Skills
• Level 1 Cybersecurity
Timeline
Customer Service Advisor
Pets at Home
07.2024 - Current
PROJECT DELIVERY ASSISTANT
Energy Saving Trust – Scotland
12.2022 - 04.2024
CASE MANAGER – PROJECT ADMINISTRATOR
John Lewis & Partners – Didsbury
01.2022 - 11.2022
Customer Service Advisor
Department of work & pensions (Universal Credit)
03.2021 - 01.2022
SERVICE REPRESENTATIVE
Vicas Resources
04.2020 - 03.2021
OFFICE Manager
Gedhe Couture, Nigeria
01.2019 - 03.2020
DATA ENTRY SPECIALIST
Kapeun Limited, Nigeria
09.2017 - 12.2018
SALES/CUSTOMER SERVICE ASSOCIATE
Ouch Couture Limited, Nigeria
01.2017 - 07.2017
Bachelor's - Computer Science
Lagos State University - Nigeria
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