Summary
Overview
Work History
Education
Skills
Timeline
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Esther Ubah

Advanced Customer Advisor
Newcastle,United Kingdom

Summary

Dedicated and knowledgeable customer service professional with extensive experience in the finance industry. A solid team player with an outgoing and positive demeanor, excelling at establishing rapport with clients. Motivated by maintaining customer satisfaction and contributing to company success. Specializes in optimizing quality, speed, and processes. Articulate and energetic, results-oriented and passionate about developing relationships, cultivating partnerships, and driving business growth.

Overview

5
5
years of professional experience

Work History

Universal Credit Review Team

Teleperformance
Newcastle Upon Tyne, United Kingdom
03.2024 - Current
  • Applied risk policies consistently following firm-wide standards.
  • Evaluated the effectiveness of credit risk controls, recommending improvements to maintain an optimal risk/reward balance.
  • Mentored junior analysts in advanced analytical techniques to facilitate their professional development and enhance overall team capabilities.
  • Made determinations of commercial credit risk based on available documentation and established protocols.
  • Conducted periodic reviews of existing loans to ensure compliance with established credit policies, detecting potential risks early on.
  • Drove efficiency gains in credit review process by introducing automation tools and eliminating redundant tasks where appropriate.
  • Kept abreast of industry trends and regulatory changes, incorporating relevant information into credit review practices as needed.

Customer Service Advisor

Department of Work and Pension
Newcastle Upon Tyne, United Kingdom
03.2023 - Current
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.

Customer Service Advisor

Veggie Concept
Lagos
01.2021 - 08.2022
  • Demonstrated excellence in exceeding customer service metrics, documenting interactions, and collaborating with cross-functional teams to ensure high levels of customer satisfaction and foster positive relationships.
  • Proactively identified potential issues or trends affecting customer satisfaction, reporting findings to management.
  • Streamlined call handling processes for increased efficiency and reduced wait times.
  • Handled customer inquiries and complaints with empathy and professionalism
  • Proficient in responding to customer queries via phone, email, and live chat channels while utilizing strong communication and problem-solving skills for prompt resolutions.

Monitoring and Evaluation Officer

Federal Capital Territory Administration
Abuja
11.2019 - 11.2020
  • Designed and implemented evaluation, monitoring & compliance procedures to improve performance
  • Developed standardized survey and data collection tools to track plan implementation
  • Conducted health and safety compliance procedures & exercises across multiple projects.
  • Enhanced data quality by implementing rigorous monitoring and evaluation processes.
  • Developed comprehensive monitoring tools to track project progress and outcomes.
  • Managed relationships with stakeholders to foster collaboration and information sharing.
  • Facilitated cross-functional teams in identifying opportunities for process improvement within the organization''s monitoring framework.

Education

Bachelor of Science - Business Administration

Lagos State University
Lagos, Nigeria
04.2001 -

Skills

Effective Communication

Timeline

Universal Credit Review Team

Teleperformance
03.2024 - Current

Customer Service Advisor

Department of Work and Pension
03.2023 - Current

Customer Service Advisor

Veggie Concept
01.2021 - 08.2022

Monitoring and Evaluation Officer

Federal Capital Territory Administration
11.2019 - 11.2020

Bachelor of Science - Business Administration

Lagos State University
04.2001 -

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Esther UbahAdvanced Customer Advisor