Gloria Okoduwa

Dedicated and results-driven Customer Service and Sales Professional with over 10 years of experience across customer service, banking, sales, and customer support environments. Experienced in handling customer enquiries, complaints resolution, dispute management, customer retention, and business development activities. Proven ability to build strong client relationships, identify sales opportunities, improve customer satisfaction, and deliver excellent service standards.

Skilled in communicating effectively through telephone, email, and written correspondence while managing multiple priorities in fast-paced and remote working environments. Recognised for strong problem-solving abilities, relationship-building skills, and a commitment to achieving both customer service and business objectives.

Customer Service / Sales Lead - Deizie Events - Milton Keynes, United Kingdom (Remote)

(2023-03)

• Developed and implemented customer relationship strategies, resulting in a 12% increase in customer satisfaction scores.
• Trained, mentored, and supported a team of 7 sales and customer service representatives, contributing to a 20% improvement in customer service ratings.
• Managed customer complaints and escalated cases, conducting root cause analysis and implementing effective resolutions.
• Responded to customer enquiries through telephone, email, and online communication channels.
• Established and monitored customer service performance goals to ensure service excellence.
• Investigated customer disputes and enquiries relating to accounts, payments, loans, credits, and savings products.
• Maintained customer retention rates 30% above company average through proactive relationship management.
• Communicated complaint outcomes professionally through telephone and written correspondence.
• Produced weekly operational and performance reports for management review.
• Successfully managed multiple priorities while delivering excellent customer support in a remote working environment.

Customer Service Team Lead - Smily Signature - Lagos, Nigeria

(2018-11 - 2022-02)

• Managed and supported a team of 5 customer service representatives.
• Resolved customer service enquiries and issues in line with company policies and procedures.
• Coached and trained new team members on customer service standards and best practices.
• Improved team productivity by anticipating customer needs and delivering outstanding support.
• Produced weekly reports for management review.
• Provided operational support and cover for service managers when required.
• Assisted with service improvements to enhance customer satisfaction and customer experience.
• Maintained positive customer relationships and ensured prompt resolution of customer concerns.

Sales Executive - Imperial Homes Mortgage Bank (GT Homes) - Lagos, Nigeria

(2016-01 - 2018-10)

• Developed new business opportunities and supported business growth objectives.
• Sourced and managed clients interested in investment products, including fixed deposits.
• Assessed credit applications and prepared FAM and FSR reports.
• Prepared customer offer letters and supporting documentation.
• Processed loan bookings and disbursements in accordance with company procedures.
• Built and maintained strong client relationships through regular communication and follow-up.
• Provided mortgage advisory services and customer support.
• Prepared and delivered monthly performance review presentations (MPR).
• Supported customers by providing information on products, services, and financial solutions.

Customer Service Representative - Heritage Bank Ltd - Lagos, Nigeria

(2014-10 - 2015-12)

• Delivered professional customer service to walk-in customers and ensured prompt issue resolution.
• Managed customer enquiries relating to accounts, debit cards, loans, savings products, and banking services.
• Conducted monthly customer satisfaction surveys to identify opportunities for service improvement.
• Ensured effective queue management within the banking hall.
• Followed up customer concerns to ensure timely and satisfactory resolution.
• Produced weekly branch activity reports.
• Promoted banking products and services to potential and existing customers.
• Maintained high standards of customer care and relationship management.

Sales Executive - Plus World Roofing & Properties - Lagos, Nigeria

(2013-01 - 2014-09)

• Generated new business opportunities and expanded the client base.
• Built and maintained strong customer relationships.
• Sold residential properties and roofing materials.
• Produced weekly and monthly sales reports.
• Contributed to business growth through effective customer engagement and sales activities.

Diploma - Accounting - University of Benin (2006)

West African Senior School Certificate (WASSCE) - Prismoni Comprehensive College (2003)