Esther Okonkwo
@estherokonkwo
Seasoned customer service representative ensuring exceptional customer experience.
NigeriaWhat I'm looking for
I am a seasoned customer service representative with a strong commitment to delivering top-notch service across multiple touchpoints. My experience spans various roles where I have consistently ensured exceptional customer experiences throughout the engagement journey. I believe in facilitating the attainment of organizational goals through effective communication and problem-solving skills.
Currently, I serve as a Customer Service Executive at Stanbic IBTC Bank, where I have maintained an up-to-date knowledge of products and services, handled customer queries, and developed successful tactics to cross-sell products, outperforming sales budgets by 30%. My previous role as a Customer Care Representative at Union Bank honed my skills in resolving customer complaints efficiently, achieving a 70% ticket resolution rate after the first call.
Experience
Work history, roles, and key accomplishments
Customer Service Executive
Stanbic IBTC Bank
Sep 2022 - Present (2 years 9 months)
As a Customer Service Executive, I maintained up-to-date knowledge of products and services, handled customer calls, and addressed concerns effectively, achieving zero customer dissatisfaction. I also developed tactics to cross-sell products, outperforming sales targets by 30%.
Customer Care Representative
Union Bank
Feb 2021 - Sep 2022 (1 year 7 months)
In my role as a Customer Care Representative, I provided high-quality responses to customer complaints, achieving a 70% resolution rate on first calls. I also managed social media interactions, resolving over 100 cases monthly.
Education
Degrees, certifications, and relevant coursework
FMFederal University of Technology, Minna
Bachelor of Technology, Physics Electronics
2018 -
Wilson International College
West African Senior School Certificate, General Education
2013 -
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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