Umah Abraka

An organized team player who is articulate, polite and professional with strong communication and multitasking skills. A knowledgeable and dedicated customer service professional with extensive experience in the Banking Industry and the Health Insurance Industry with an outgoing, positive demeanour with proven skills in establishing rapport with clients. Specialized in quality, speed and process optimization. Experienced in resolving customer complaint, skilled at accurately documenting call details, preparing reports and organizing documentation. Proven success at improving customer retention through exceptional service and account management. Looking to work in an organization passionate about client satisfaction in the capacity of customer service officer to help build a reliable brand image for the organization.

• Customer Service Certifications (CPD Accredited Online Course, Master Classes by Myra Golden Completed- 07/2020)
• De-escalating Conversations for Customer Service
• Build Your Skills In Customer Service
• Customer Service- Serving Customers Through Chat And Text
• Creating Positive Conversations with Challenging Customers.
• Customer Service- Handling Abusive Customers.
• Call Control Strategies.
• Building Rapport With Customers.
• Problem-Solving And Trouble Shooting.
• Customer Service Foundation.

• Received Excellence award for outstanding customer service for the year 2019 (Guaranty Trust Bank)
• Led customer-centric initiatives for staff creating training classes on Corporate grooming, Email etiquette, and Customer service which was the basis for the training and development Unit(2023)
• Recommended process improvements on the existing process for treating customer's requests which was adopted bank-wide on the customer service Standard Operating Procedures(SOP) 2020
• · Recognized as one of the most badged staff from 2019-2021 for accomplishments in customer service..

• Styling: As an avid lover of stylish outfits, i have incorporated this in the corporate world which is my home for five days in every other week. Maintaining a classy blend of modesty while looking stylish. I am constantly creating new ways of styling corporate clothes without looking boring through the fabric, style, cut and combination of basics and trendy outfits to maintain a sophisticated and professional look that flatters my body type. This skill has extended to my colleagues as i constantly offer styling tips and help them rebuild a capsule work wardrobe. Reading
• Volunteering: As a sister to someone struggling with a disability, i am very passionate about children struggling with disabilities of all forms and I have constantly volunteered with NGO's like Save The Children whose sole purpose is to provide support to street children and children who struggle with one form of disability or the other.