Summary
Overview
Work History
Education
Skills
Certification
5, 10 15 Year Award for Service Excellence
Timeline
Generic

Dorothy Oyoko-Long

Henrico,VA

Summary

Dynamic professional with a proven track record at MultiChoice Nigeria Ltd, excelling in customer engagement and problem-solving. Leveraged interpersonal skills and organizational prowess to enhance customer satisfaction and foster brand loyalty. Achieved significant improvements in customer service metrics, demonstrating a commitment to excellence and a deep understanding of product and service sales.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Retail Fragrance Sales Associate

Macys Department Store
09.2024 - 12.2024
  • Facilitated seamless transactions by efficiently handling cash register operations, returns, and exchanges.
  • Coordinated promotional events to showcase new product launches or seasonal offerings, attracting new clientele and increasing brand awareness.
  • Assisted customers in selecting the perfect gift options, resulting in increased holiday season revenue.
  • Collaborated with team members to achieve monthly sales targets and maintain a positive work environment.

Customer Liaison Team-Lead

Multichoice Nigeria LTD
08.2013 - 12.2016
  • Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
  • Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
  • Acted as the liaison between upper management and staff members, promoting positive working relationships built on trust.
  • Collected and analyzed data and feedback to identify opportunities to improve relationship between other entities and business.
  • Aided in the development of training materials, contributing to the ongoing education of team members and improved performance outcomes.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Collaborated closely with department heads to identify opportunities for process improvement initiatives.
  • Generated reports detailing findings and recommendations.

Key Account Officer

Multichoice Nigeria Ltd
01.2009 - 07.2013
  • Assisted in the onboarding of new clients, ensuring a smooth transition into the company''s portfolio of services.
  • Managed a portfolio of high-value clients, ensuring timely delivery of products and services.
  • Developed tailored solutions for key accounts, resulting in increased customer satisfaction and loyalty.
  • Implemented account management best practices, improving overall efficiency and effectiveness in handling key accounts.
  • Established strong communication channels with customers, fostering long-lasting partnerships.
  • Collaborated with off-site personnel to verify consistent information accessibility and improve customer experience.
  • Provided account oversight, validating practices and verifying contract compliance.
  • Evaluated pending service calls daily for assigned customers and worked with appropriate branches.
  • Tracked statistical information for department and compiled data into reports submitted to management according to rigorous timetables.
  • Built relationships with customers and community to promote long term business growth.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Trained new employees on customer service, money handling and organizing strategies.
  • Contributed to event marketing, sales and brand promotion.
  • Recorded accurate and efficient records in customer database.
  • Attended monthly sales meetings and quarterly sales trainings.
  • Kept detailed records of daily activities through online customer database.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
  • Presented professional image consistent with company's brand values.
  • Met with both existing and potential customers to review current services and expand sales opportunities.
  • Informed customers of promotions to increase sales productivity and volume.
  • Selected correct products based on customer needs, product specifications and applicable regulations.
  • Set and achieved company defined sales goals.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.

Credit Control Officer

MultiChoice Nigeria Ltd
01.2003 - 12.2008
  • Processed payments and applied to customer balances.
  • Performed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
  • Generated and mailed updated statements monthly and processed demand letters.
  • Accessed credit records to evaluate customer credit histories.
  • Set up and updated customer accounts and CRM with interactions, payments and personal information.
  • Reduced delinquency rates by closely monitoring customer accounts and diligently following up on overdue payments.
  • Maintained detailed records of credit control activities, effectively tracking progress and providing transparency to upper management.
  • Collaborated with sales teams to establish credit terms that balanced risk and revenue potential.
  • Developed strong relationships with key clients, fostering trust and promoting timely payment of invoices.
  • Minimized bad debts by identifying high-risk accounts early, allowing for proactive intervention and resolution of issues.
  • Ensured compliance with corporate credit policies by conducting thorough credit reviews for new and existing customers.
  • Expedited dispute resolution processes, effectively addressing discrepancies to maintain positive client relationships while protecting company interests.
  • Enhanced cash flow for the company through efficient debt collection and negotiation techniques.
  • Worked closely with finance teams to develop accurate forecasts for cash flow based on current account receivables data.
  • Optimized internal communication channels between departments involved in the credit approval process, resulting in faster decision-making and increased operational efficiency.
  • Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
  • Monitored accounts for signs of fraud and non-payment issues.
  • Managed account data and verified information with clients, past creditors and other involved parties.

Customer Service Representative

Multichoice Nigeria Ltd
11.1999 - 12.2002
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Collaborated with team members to share best practices and improve overall team performance in meeting targets.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

Education

Bachelor of Arts - History And International Relations

Lagos State University
Lagos Nigeria
11-2010

Associate of Arts - Business Administration

University of Calaber
11-2014

Christ King Seminary Secondary School
Nnobi Anambra State

Skills

  • Customer engagement

  • Problem-solving

  • Attention to detail

  • Organizational skills

  • Building customer loyalty

  • Interpersonal skills

  • Product and service sales

  • Brand awareness

  • Reliable and responsible

  • Strong communication and interpersonal skills

  • Problem-solving abilities

  • Creative thinking

  • Adaptability and flexibility

  • Goal driven

Certification

  • Certificate in Home Staging and Redesigning
  • Certificate School of Business Studies (Improving your marketing skills.)


5, 10 15 Year Award for Service Excellence

Award Recognition for Long Service Award, Millage while working at Multichoice Nigeria Ltd.

Timeline

Retail Fragrance Sales Associate

Macys Department Store
09.2024 - 12.2024

Customer Liaison Team-Lead

Multichoice Nigeria LTD
08.2013 - 12.2016

Key Account Officer

Multichoice Nigeria Ltd
01.2009 - 07.2013

Credit Control Officer

MultiChoice Nigeria Ltd
01.2003 - 12.2008

Customer Service Representative

Multichoice Nigeria Ltd
11.1999 - 12.2002

Bachelor of Arts - History And International Relations

Lagos State University

Associate of Arts - Business Administration

University of Calaber

Christ King Seminary Secondary School

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Dorothy Oyoko-Long