Ogeri Obasi Okorie
Cleator Moor,Cumbria
Summary
I am an enthusiastic Customer Service Representative with in-depth knowledge of communicating with customers using Telephone inbound and outbound calls, customer support, sales, and account management. I provide superior customer service in a friendly and professional manner and resolve all issues quickly and with positive attitude. I am a polite and professional person with strong communication and multitasking skills coupled with experience in resolving customer complaints within company guidelines and using own initiative. I also implement customer follow-up to uphold service standards and guarantee customer satisfaction.
Overview
22
22
years of professional experience
16
16
years of post-secondary education
Work history
Customer service representative
Teleperformance UK
Remote, Cumbria
2023.03 - Current
- Answered customer telephone calls promptly and improved on-hold wait times.
- Assisted customers with varying questions using product knowledge and service expertise.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Processed inbound customer calls, providing information on service or product upgrades
- Employed active listening and product expertise to successfully resolve inbound queries.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Maintained client confidentiality by handling all sensitive information in compliance with GDPR and adhering to clean desk policies.
- Supported executive leadership and office staff by managing operational workflow.
- Adhered strictly to policies and procedures for continued company compliance.
- Delivered accurate and efficient data entry functions for fast-paced Financial account department, entering up to 30 individual savings account records per day.
- Quality checked information entered and promptly corrected errors.
Relationship/Business Manager
First Bank of Nigeria Ltd (Banking Services
Uyo Akwa Ibom State, Nigeria
2017.01 - 2023.01
- Delivering on Branch Key performance indicators and ensuring our Scorecard was improved from 52% to 89% YTD (year to date) and Revenue grew from 82% to 120%.
- Prepared short- and long-term forecasting functions to inform company objectives and financial decision-making.
- Capitalised on industry and marketplace trends to enhance sales solutions and approaches.
- Worked with sales representatives to develop strong customer connections, promoting long-lasting relationships.
- Improved long-term prospecting, strategy development and customer engagement by implementing successful growth strategies.
- Increased new business connections and revenue generation opportunities by improving networking strategies.
- Boosted customer satisfaction scores through fast and knowledgeable issue resolution.
- Identified market demands and consumer trends to increase customer base and retention rates.
- Boosted outreach and drove market interest by creating innovative marketing plans and strategies.
- Acquired 270 new customers through improved conversion techniques using easy and simple account opening
- Reduced excess spending by £588 year-on-year through budget analysis and cost reduction strategies.
- Improved operations by implementing training and development sessions into employee schedules.
- Organised financial data and reports detailing key metrics, completing within agreed timeframes.
- Managed and motivated 7 direct reports to achieve performance outcomes and maximise productivity.
Customer Services Officer
First Bank of Nigeria Ltd (Banking Services
Uyo Akwa Ibom state, Nigeria
2012.01 - 2017.01
- Followed up on unresolved customer issues to investigate and resolve problems.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Met customer call guidelines for service levels and handle time.
- Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
- Responded to customer requests with friendly, knowledgeable service and support.
- Managed workflow to continuously exceed quality service goals.
- Collaborated with staff members to enhance customer service experience and exceed client satisfaction rate targets.
- Sustained continuous improvement by implementing customer interface management systems via face-to-face interactions, calls and emails.
- Completed documentation and logs each day, generating detailed weekly reports.
- Worked with new hires to educate on various customer service tasks, product specifications and company protocols.
- Supervised 10 staff and monitored performance to drive productivity.
Vault Officer, Funds transfer Officer, Western Union Operator
First Bank of Nigeria Ltd (Banking Services
Uyo Akwa ibom State, Nigeria
2005.04 - 2012.01
- Organised transfers to move money between customer accounts, between customers, and between businesses.
- Completed currency exchanges following current, accurate rates.
- Assisted customers with questions about products, services and terms.
- Maintained compliance with internal controls and the Nigerian banking regulations.
- Observed correct procedures regarding financial and customer information to prevent breaches and data misuse.
- Inspected cheques and money orders to identify fraud markers.
- Took care to verify transactions and maintain security protocols, protecting the institution from avoidable losses.
- Processed cash deposits and withdrawals for customers.
- Issued certified cheques to serve customer needs.
- Balanced daily cash deposits and vault inventory with 100% accuracy rate.
- Solved customer issues and disputes using accurate banking information and policies, maintaining loyalty and satisfaction.
Sales Support Officer
Three Star Communications Ltd
Port Harcourt, Rivers State Nigeria
2003.02 - 2005.03
- Sales of phones and accessories, giving of after sales support services
- Maintained supplier, sales and customer information for accurate account records.
- Recognised and actioned cross-selling opportunities to increase add-on sales.
- Generated and shared weekly sales reports and balances to enable performance analysis.
- Attended trade shows and exhibitions to gain insights into current product and market developments.
Science Teacher
Federal Government Girls' College, FGGC, Mandatory National Youth Service Corp
Zamfara State, Nigeria
2002.01 - 2003.01
- Teaching Introductory Technology to Senior Secondary 2 students
- Wrote appropriate assessments and delivered helpful feedback to students.
- Worked with the Head of Science to develop, implement and monitor schemes of work, course delivery and pupil survey in line with school policy.
- Made safe classroom environments for students to comfortably ask questions and voice concerns.
- Took classes and attended workshops to improve knowledge and skills and discover new methods of delivering content.
Education
Postgraduate Diploma - Business Administration
University of Uyo Akwa Ibom State
Nigeria 2011.01 - 2011.12
Higher National Diploma - Mechanical Engineering
Akanu Ibiam Federal Polytechnic Unwana
Ebonyi State Nigeria 1996.01 - 2001.12
Senior School Certificate -
Secondary Technical School Ekoli/Nguzu Edda
Afikpo South Ebonyi State 1989.09 - 1994.06
First School Leaving certificate - Primary Education
Egbebu Central School
Ekoli Edda Ebonyi State 1983.09 - 1988.06
Skills
- Enjoy solving problems and exceeding customer's expectations within specified Turn Around Time
- Effective communication skills and fluency in both written and spoken English
- Ability to work well independently and committedly in a team
- Organizational ability to take initiative and work well under pressure ensuring strict deadlines are met while paying attention to details to ensure accuracy
- Flexibility whilst maintaining enthusiasm and commitment to each project, excelling at multi tasking and prioritization
- Proficiency in Computer usage
- Microsoft Office, Excel, Word, PowerPoint and Customer Relationship Management
- Outstanding customer service and customer sales support
- Telephone skills
- Relationship-building
- Sales negotiating
- Ability to learn new experiences and training to enhance job productivity
Affiliations
Associate Membership of the Chartered Institute of Finance and Control of Nigeria, (ACIFC) December 2014.
Interests
I enjoy giving and supporting charity work. This has developed my empathy skills. I also love reading novels, motivational books, documentaries, listening to soft music and getting exposed to new experiences.
Languages
English
Fluent
Timeline
Customer service representative
Teleperformance UK
2023.03 - Current
Relationship/Business Manager
First Bank of Nigeria Ltd (Banking Services
2017.01 - 2023.01
Customer Services Officer
First Bank of Nigeria Ltd (Banking Services
2012.01 - 2017.01
Postgraduate Diploma - Business Administration
University of Uyo Akwa Ibom State
2011.01 - 2011.12
Vault Officer, Funds transfer Officer, Western Union Operator
First Bank of Nigeria Ltd (Banking Services
2005.04 - 2012.01
Sales Support Officer
Three Star Communications Ltd
2003.02 - 2005.03
Science Teacher
Federal Government Girls' College, FGGC, Mandatory National Youth Service Corp
2002.01 - 2003.01
Higher National Diploma - Mechanical Engineering
Akanu Ibiam Federal Polytechnic Unwana
1996.01 - 2001.12
Senior School Certificate -
Secondary Technical School Ekoli/Nguzu Edda
1989.09 - 1994.06
First School Leaving certificate - Primary Education
Egbebu Central School
1983.09 - 1988.06