Professional Experience
Customer Service Specialist
Globacom Limited (May 2018 – December 2024)
- Responded promptly and professionally to customer inquiries via phone and email, ensuring a positive customer experience.
- Resolved service and billing issues efficiently, maintaining high levels of customer satisfaction.
- Successfully closed new customer sales, contributing to revenue growth.
- Collaborated with internal teams to address and resolve complex customer concerns.
- Developed and implemented best practices to improve service delivery and operational efficiency.
Retail Support Center
9mobile Nigeria (May 2013 – April 2018)
- Managed a high volume of customer interactions, providing exceptional support and assistance.
- Identified customer needs and offered tailored solutions to enhance satisfaction.
- Assisted in training new team members, sharing best practices and promoting a collaborative environment.
- Consistently met and exceeded performance metrics, including response time and customer feedback scores.
Customer Care Rep.
Zain Nigeria PLC (July 2009 – April 2013)
- Own and manage the customer relationship, resolving calls in an efficient and timely manner.
- Access customer’s balance via CRM tool to identify overbilling of postpaid and prepaid accounts and escalate to the appropriate chapter for resolution.
- Assist in maintaining an accurate database of historical information about
- Secure customer satisfaction in every interaction in a professional manner.
- Handle and resolve all calls from customers on the general access number.
- Handle all subscription changes and activation or additional services that can be done within the given authority.
- Escalate problems that cannot be resolved following authorities, procedures and knowledge limitations.
- Receive customer responses to marketing campaigns and escalate sales leads to special categories team.
