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@chinazaugwuanyi
Compassionate Customer Service Representative with over three years of experience.
I am a solution-oriented and compassionate Customer Service Representative with more than three years of experience in customer interface roles within the finance and retail banking sectors. My journey has been defined by my ability to serve as a one-point contact for customers, resolving issues efficiently while building strong, trustful relationships. I pride myself on fulfilling customers' needs and delivering personalized experiences that enhance satisfaction.
In my current role as a Relationship Manager at Access Bank PLC, I serve over 1,500 customers, addressing their concerns independently and compassionately. I have established solid relationships that facilitate a dynamic understanding of customer needs, which has significantly enhanced customer retention. My proactive approach includes anticipating customer concerns and providing value-added suggestions, such as upsell and cross-sell solutions, to optimize their banking experience.
My previous experience as a Loan Officer and Graduate Trainee has equipped me with the skills to analyze customer requirements and educate them on banking services. I am dedicated to developing emotional connections with customers and guiding them through the tools and resources available to them. I am eager to continue my professional journey in a role that allows me to leverage my skills in customer service and relationship management.
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Work history, roles, and key accomplishments
Access Bank PLC
Apr 2023 - Present (2 years 7 months)
Served as the main point of contact for over 1,500 customers, addressing issues independently and compassionately to drive satisfaction. Established solid customer relationships, facilitating dynamic understanding of customers’ needs and enhancing customer retention.
Access Bank PLC
Oct 2022 - Mar 2023 (5 months)
Completed a comprehensive training program focused on customer service, operational excellence, and banking products. Rotated through back-office and customer service departments, gaining the capacity to respond to client inquiries precisely.
UmuchinemeremProcredit Microfinance Bank
Apr 2022 - Sep 2022 (5 months)
Offered empathetic and informational assistance to loan applicants, guiding them through credit and financial planning processes. Assessed customer requirements and conveyed approval decisions clearly and sensitively.
Degrees, certifications, and relevant coursework
Bachelor of Science, Economics
Studied Economics at the University of Nigeria Nsukka. Gained comprehensive knowledge in economic principles and their applications.
Software and tools used professionally
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