PRECIOUS OKAH

•Handle high volumes of inbound and outbound customer calls in a fast-paced contact centre environment. •Support customers with placing orders and processing payments over the phone.

•Resolve delivery queries, missing items, refunds, and general complaints professionally and efficiently. •Provide clear product information, including ingredients, portion sizes, and dietary details.

•Accurately update customer accounts and order records using internal systems.

•Escalate complex issues to relevant departments when necessary.

•Ensure compliance with data protection and confidentiality standards when handling customer information.

• Delivered excellent performance under pressure during peak business hours.
• Assisted in team training sessions to improve overall customer service skills.
• Maintained high standards of customer service, resulting in increased satisfaction levels.
• Demonstrated outstanding problem-solving abilities, resulting in effective dispute resolution.
• Developed comprehensive understanding of products to offer suitable solutions for customers.
• Improved efficiency by regularly updating knowledge about company policies and procedures.
• Enhanced customer relationship by providing expert advice and handling complaints professionally.

• Designed training programmes for enhanced team performance.
• Built rapport with clients through empathetic handling of concerns.
• Streamlined responses to emails, improved response time significantly.
• Recorded and processed customer data accurately.
• Transferred customer calls to respective department or personnel to address specific issues.
• Escalated complex issues in line with internal best practices for swift resolution.
• Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
• Answered customer telephone calls promptly and improved on hold wait times.

• Handled 100 inbound and outbound customer calls daily regarding loan payments and account queries.
• Used CRM tools to manage customer interactions, log updates, and generate performance reports.
• Successfully recovered overdue payments through persistent follow ups and clear communication.
• Provided empathetic support, ensuring customer satisfaction and retention.
• Supported team goals and helped train new team members on best practices.