Summary
Overview
Work history
Education
Skills
Timeline
Hi, I’m

ijeoma maduneme

Northampton,Northamptonshire

Summary

Highly motivated Customer Service professional with over nine years of experience as a Customer Service Advisor. Demonstrated success in consistently delivering exceptional customer service and efficiently resolving inquiries. Possesses strong communication and problem-solving skills to effectively address customer needs. Committed to ensuring utmost customer satisfaction and maintaining positive relationships. Proactive and dedicated to going above and beyond to meet custome expectations.

Overview

14
years of professional experience
7
years of post-secondary education

Work history

First Bank
Lagos , Nigeria

Customer Service Advisor
01.2018 - 11.2022

Job overview

  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Registered and updated accurate customer information on database.
  • Offered prompt solutions to maintain customer satisfaction.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Provide excellent customer service by promptly responding to inquiries, addressing concerns, and resolving issues.
  • Maintain a high level of product and service knowledge to assist customers effectively.
  • Handle a high volume of customer calls, emails, and live chat interactions in a professional and courteous manner.
  • Listen attentively to customer needs and provide appropriate solutions, including product information, order updates, and technical assistance.
  • Accurately document customer interactions and transactions in the CRM system.
  • Collaborate with cross-functional teams to ensure seamless resolution of customer issues.
  • Meet and exceed individual and team performance targets, including response time, customer satisfaction, and upselling.
  • Continuously update knowledge base by participating in training sessions and staying informed about company products and policies.
  • Assisted manager in implementing and updating procedures to sustain quality standards.
  • Practiced cross-selling techniques to showcase other products and services.
  • Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
  • Input customer information, call notes and personal data onto internal database.
  • Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
  • Kept detailed records of customer interactions for future reference.
  • Responded to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support.

First Bank
Lagos, Nigeria

Customer Service Representative
07.2014 - 01.2018

Job overview

  • 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.
  • Assisted customers with additional retail services
  • Built customer rapport by providing friendly, genuine service, increasing customer retention by 96%.
  • Boosted monthly sales revenue by skillfully promoting diverse product and service options.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Processed inbound customer calls, providing information on services or products.
  • Provided prompt and accurate information about products, pricing, and promotions.
  • Resolved customer complaints and issues in a timely and satisfactory manner.
  • Collaborated with the technical support team to escalate and resolve complex technical issues.
  • Maintained customer records and updated the CRM system with relevant information.
  • Assisted in the development of customer service training materials and procedures.
  • Acted as first point of contact for customer issues and queries.
  • Maximised sales revenue growth by successfully identifying up- and cross-selling opportunities.
  • Exceeded targets with strong rapport building and product knowledge.
  • Documented recurring requests, enquiries and complaints, communicating findings and potential corrective action to line manager.
  • Addressed and resolved customer complaints in line with company guidelines and within target timeframes.

First Bank Of Nigeria
Lagos, Nigeria

Business Development Associate
02.2009 - 06.2015

Job overview

  • Strengthened existing client relationships through multi-channel engagement, increasing repeat business by 94%.
  • Facilitated sales forecasting by creating and maintaining accurate records in CRM.
  • Developed proposals that led to new account wins, bringing in N30M in additional revenue.
  • Identified new business development opportunities that resulted in 85% annual revenue growth.
  • Consistently exceeded revenue targets through new account penetration and development.
  • Develop and implement business development strategies to drive revenue growth, expand customer base, and penetrate new markets.
  • Conduct market research, identify trends, and assess competitive landscape to identify business opportunities and areas for growth.
  • Build and nurture relationships with key clients, understanding their needs and providing customized solutions to meet their objectives.
  • Collaborate with cross-functional teams, including sales, marketing, and product development, to align business strategies and achieve targets.

Education

The University of Northampton
Northampton

Master of Science from Business analytics
09.2022

Ladoke Akintola University
Ogbomoso

Master of Business Administration from Financial Management
09.2011 - 08.2013

Madonna university
Okija

Bachelor of Science from Economics
03.2002 - 11.2006

Skills


  • Relationship-building
  • Exceptional communication
  • Strong customer service orientation
  • Telephone skills
  • Complaint handling
  • Team management
  • Problem solver
  • Business development
  • CRM proficiency
  • Multi-tasking
  • Microsoft Office


Timeline

The University of Northampton

Master of Science from Business analytics
09.2022

Customer Service Advisor

First Bank
01.2018 - 11.2022

Customer Service Representative

First Bank
07.2014 - 01.2018

Ladoke Akintola University

Master of Business Administration from Financial Management
09.2011 - 08.2013

Business Development Associate

First Bank Of Nigeria
02.2009 - 06.2015

Madonna university

Bachelor of Science from Economics
03.2002 - 11.2006

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ijeoma maduneme