Nneka Ani
Southampton
Summary
Industrious and enthusiastic customer service professional proven to consistently meet productivity, business and customer service objectives. Skillfully works with all employees to enhance performance and improve day to day processes. Diplomatic in resolving internal and customer issues to maximize satisfaction.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
Work History
Customer Service (Team Lead)
Flux mobile app
Enugu , Nigeria
02.2017 - 01.2023
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Coached new team members on service techniques and provided scoring through quality assurance program
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
Senior Customer Service Associate
ISBEN NIGERIA LIMITED
Enugu
08.2016 - 01.2017
- Greeted customers and listened closely to problems described to determine solutions
- Resolved customer service issues using company processes and policies and provided updates to customers
- Coached new team members on service techniques and provided scoring through quality assurance program
- Escalated issues to proper supervisors when standard processes were not effective
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
Travel Agent
Iplus Travel
Anambra
- 07.2016
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness
- Capitalized on emerging industry and market trends to enhance business and customer relations strategies
- Monitored market trends and activities to maintain competitive rates and strategies, increasing net revenue
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
Customer Service Representative
AXA Mansard Insurance Plc
Ikeja
08.2015 - 02.2016
- Recommended products to customers, thoroughly explaining details
- Responded to customer requests for products, services, and company information
- Cultivated customer loyalty, promoted repeat business, and improved sales
- Offered advice and assistance to customers, paying attention to special needs or wants
- Provided information regarding charge accounts and loyalty programs
- Answered constant flow of customer calls with minimal wait times
- Delivered prompt service to prioritize customer needs
- Sought ways to improve processes and services provided.
Education
Masters (MSc): Educational Leadership and Management - Humanity
UNIVERSITY OF PORTSMOUTH
Portsmouth, united kingdom 01.2023 -
Bachelors of Science (Hons) Degree: Business Education - Education
UNIVERSITY OF NIGERIA
Nsukka, Enugu State 10.2012 - 07.2014
Secondary School Leaving School - undefined
Federal Government secondary school - Vandiekya
09.1997 - 05.2003
Skills
- Service standard compliance
- Complaint resolution
- Strategic sales knowledge
- Staff education and training
- Telephone etiquette
- Good listening skills
- Report preparation
- Interpersonal communication
- Customer relations
Custom
References are available on request
Personal Information
Title: Customer Service
Timeline
Masters (MSc): Educational Leadership and Management - Humanity
UNIVERSITY OF PORTSMOUTH
01.2023 -
Customer Service (Team Lead)
Flux mobile app
02.2017 - 01.2023
Senior Customer Service Associate
ISBEN NIGERIA LIMITED
08.2016 - 01.2017
Customer Service Representative
AXA Mansard Insurance Plc
08.2015 - 02.2016
Bachelors of Science (Hons) Degree: Business Education - Education
UNIVERSITY OF NIGERIA
10.2012 - 07.2014
Secondary School Leaving School - undefined
Federal Government secondary school - Vandiekya
09.1997 - 05.2003
Travel Agent
Iplus Travel
- 07.2016
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