Samuel Ndukwe
Customer Consultant
Telford,Shropshire
Summary
Dedicated customer experience professional with over nine years of customer service experience within dynamic, fast-paced banking and telecommunications environments. Excellent interpersonal skills aiding positive professional relationships for recurring business and guaranteed customer satisfaction. Skilled Customer Consultant with background in providing top-notch client service, managing customer concerns and building strong relationships. Possess strong interpersonal skills, ability to handle stressful situations tactfully, and knack for solving problems. Have contributed significantly to improving customer satisfaction ratings in previous roles by delivering high-quality solutions and nurturing long-term client relations.
Overview
10
10
years of professional experience
Work History
Customer Consultant
Orbit Credit Services
Telford
07.2023 - Current
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes
- Answered customer telephone calls promptly and improved on-hold wait times
- Assisted customers with varying questions using product knowledge and service expertise
- Managed high-volume customer queries simultaneously through effective multitasking
- Adhered strictly to policies and procedures for continued company compliance
- Employed active listening and product expertise to successfully resolve inbound queries
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Utilized problem solving skills to troubleshoot complex issues quickly and effectively.
- Resolved customer issues in an efficient and timely manner, escalating when necessary.
- Updated system with order specifics and customer details, preferences, and billing information.
- Collaborated with team members to ensure all customer inquiries were answered promptly and accurately.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques
Customer Care Supervisor
Stanbic IBTC Bank
Lagos
08.2020 - 05.2023
- Dealt with customer complaints and rectified product and service issues
- Increased team productivity through effective staff planning, coordination and task delegation
- Led by example to maintain team motivation, ensuring daily tasks were performed accurately and efficiently
- Guided and coached over 150 staff to achieve individual growth and sales production targets
- Demonstrated ability to assess risk and respond to issues appropriately, eliminating workplace accidents and incidents
- Maintained spotless and tidy working areas to create risk-free and productive environments
- Motivated team through providing hands-on practical support to all members of staff on duty
- Maintained documents and records to comply with internal policies and external regulations
- Promoted programmes and merchandise sales to grow and maximise income
- Offering instruction, coaching and motivation for enhanced team morale
- Maintained clean, organised working areas to create positive, productive environments with minimal risk
- Built customer retention and satisfaction by delivering top-quality service
- Managed daily planning of workplace operations, clearly communicating targets to staff for smooth, efficient task delivery
- Managed staff rotas, planning workloads effectively and strategically
- Identified operational problems and proposed solutions to management, improving service efficiency
- Carried out regular call and communication monitoring for service provisions to meet defined quality standards
- Carefully managed complaint escalations, remaining calm and professional to maintain positive customer satisfaction ratings
- Continuously sought change and improvement within call centre operations, consistently developing performance and productivity levels
- Allocated inbound leads according to priority, distributing opportunities amongst staff
- Scheduled team meetings to educate agents regarding best practices in dealing with customers
- Calculated waiting calls and call abandonment to develop service improvement strategies
- Collected and analysed call centre statistics and developed strategies for improvement
- Coordinated training opportunities to promote customer service excellence amongst staff
- Conducted performance evaluations to determine capability and progress of staff
- Analysed statistics, actioning strategic operational improvements to aid call centre growth
- Recruited, trained and progressed call centre agents within business, leading by example in outstanding service standards
- Created rosters based on staff strengths to build dedicated, hardworking teams for each shift
- Oversaw triage and allocation of multiple calls per day
- Implemented cloud based software to upgrade internal processes and improve team efforts
- Undertook complex calls to pacify and reassure irate customers
- Assisted representatives in solving problems with dissatisfied clients to increase customer satisfaction
- Collaborated with management team members to create call centre objectives
Customer Support Team Leader
Workforce Management Centre
Lagos
12.2014 - 08.2020
- Updated office management on team's activities and progress at weekly meetings
- Communicated policy changes and business priorities to streamline office team tasks
- Evaluated performance of over 100 clerical workers against company standards
- Coordinated work of over 100 clerical team members to consistently meet office needs
- Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance
- Created and submitted progress reports to upper management
- Instructed employees in company policies and procedures, maximising compliance and consistency
- Partnered collaboratively with other departments to determine optimum schedules for special projects
- Resolved team conflicts and assisted with identified problems to maintain a sense of teamwork
- Delivered new hire training and mentored established staff on processes and procedures
- Identified skills gaps and arranged relevant training to up-skill the clerical team
- Designed strategic schedules, rotas and workloads to promote productivity
- Oversaw recruitment for clerical staff, accounting and operations teams
- Implemented new process that reduced customer response time by 50%
Education
Bachelor of Science - Mass Communication
Tansian University
NigeriaSkills
- Effective Leadership Communication
- Call center experience
- CRM software
- Complaint handling
- Active learning
- Effective Troubleshooting
- Data-Driven Insights
- Service Assistance
- Team Building
- Effective Time Management
- Conflict Resolution
- Strategic Decision Making
- Customer Satisfaction
- Teamwork and collaboration
- Customer relationship management (CRM)
- Interpersonal skills
- Policies and procedures adherence
- Document and records management
- Inbound call answering
- Phone etiquette
- Effective communication
Languages
English
Timeline
Customer Consultant
Orbit Credit Services
07.2023 - Current
Customer Care Supervisor
Stanbic IBTC Bank
08.2020 - 05.2023
Customer Support Team Leader
Workforce Management Centre
12.2014 - 08.2020
Bachelor of Science - Mass Communication
Tansian University
Similar Profiles
Preye OporiPreye Opori
Team leader at Orbit Credit Services LtdTeam leader at Orbit Credit Services Ltd
Kajal KajalKajal Kajal
Customer consultant at Orbit Credit Management Services LimitedCustomer consultant at Orbit Credit Management Services Limited
Akshat DoshiAkshat Doshi
System Support Administrator at Micro Orbit Consulting ServicesSystem Support Administrator at Micro Orbit Consulting Services