EJIROGHENE WILLIAMS
Richmond,Texas
Summary
An efficient and determined candidate with valuable work experience as a Customer service representative, Data entry clerk and Administrative Officer with a good sense of persuasive speaking skills, ability to use positive language, and clear communication skills. Proficient & talented to enhance the performance of any business by using her energy, drive, and commitment to succeed, build outstanding relationships with customers and drive overall revenue growth. Vast background within the Oil & Gas, IT, Automobile & Logistics; committed to providing quality service and ensuring smooth day-to-day activities of the people and company; practical leadership skills that inspire others to perform to the best of their abilities; solid ability to prioritize and delegate workload for maximum efficiency; adept at observing situations and surroundings; good knowledge of effective listening, time management, and thick skin, strong managerial, communication, organizational, computer navigation, decision-making, problem-solving, and stress management skills.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Concentrix
08.2022 - Current
- Manage large amounts of incoming phone calls and live chats from clients, customers, and employees
- Handles all necessary governmental filings and documentation
- Generate sales leads at maximum efficiency
- Usage of SAAS like AWS, SAP, Salesforce, Genesys, Adyen, Signifyd, Dropbox, Slack, IBM, Zendesk and PowerBI and SQL
- Maintains open channels of communication for feedback, compliments, and complaints; provides comfort to our customers by showing them that they are dealing with a well-trained professional
- Soliciting feedback from clients and employees to gain insights necessary to provide quality care and serve our clients and patients better
- Maintain the highest levels of customer care and services while demonstrating a friendly and cooperative attitude
- By handling their complaints, provide solutions within a time frame, and ensure a proper solution
- Identify and assess clients' needs to achieve satisfaction
- Open and interactive communication builds sustainable relationships and trust with customers' accounts
- Meet personal/customer service team sales targets and call handling quotas
- Setting customer service goals for team members and helping them reach those goals
Customer Service Manager
NNPC Upstream Investment Management Services
Ikoyi, Lagos
05.2015 - 07.2022
- Take direction and fulfill other duties as assigned by the management team
- Answer incoming calls and emails efficiently
- Maintain all call logs and reporting documentation
- Manage large amounts of incoming calls and generate sales leads
- Supervising all the records of the projects with the International Oil Companies (Shell, Chevron, Exxon Mobil, Sahara Oil and Total Energies EP Nigeria) and Local Oil Companies (Belemaoil, Eroton, Seplat and Monipulo) External Affairs
- Identify customer/client questions, concerns, and overall needs while providing accurate answers and solutions to customer queries
- Records Management: Prep, scan, image, index, and quality control documents
- Prepare mailing materials: apply postage, stage items for shipment or collection, distribute items as needed, and generate manifest reports
- Supervising the daily operations of the customer service department
- Creating a reliable customer loyalty program
- Maintaining relationships with profitable customers
- Making weekly and monthly reports and surveys
- Staying current on the latest industry trends and techniques
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication with solely English-speaking customers
- Provide accurate, valid, and complete information using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts
Admin Officer/Data Entry Clerk
NNPC Upstream Investment Management Services
Ikoyi, Lagos
01.2013 - 04.2015
- Preparation of Meetings and Recording Incoming and Outgoing Documents
- Checking that all the government policies and rules are being followed
- Coordinating with the other staff as per requirement
- Maintaining the daily, weekly and monthly reports of working
- Maintain all the records of the Corporate social responsibilities projects with the International Oil Companies (Shell, Chevron, Exxon Mobil, Sahara Oil and Total Energies) and Local Oil Companies (Belemaoil, Eroton, Seplat and Monipulo) External Affairs
- Preparation of monthly cashcall of the Joint ventures International oil companies (Total Energies, Chevron, Shell, Exxon Mobil)
- Preparation of Global Memorandum of Understanding between the International oil companies and Local oil companies and the host communities
- Identify and assess customers’ needs to achieve satisfaction and Meet personal call sales targets and call handling quotas
- Provide accurate, valid, and complete information by using the right methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines, and policies
- Take the extra mile to engage customers
- Providing and generating sales leads
Education
BSc - Mass Communication
National Open University of Nigeria
Victoria Island, Lagos State01.2022
Certificate - Public Relations Management
Metropolitan School of Business and Management
Canary Wharf, London01.2020
National Diploma - Mass Communication
Moshood Abiola Polytechnic
Ojere, Ogun State01.2012
Skills
- Solid written and verbal communication and interpersonal skills; fluent in English; practical ability to work diligently as part of a team, independently and unsupervised; actively listen, pay attention to details, and obtain and disseminate essential information
- Strong conflicts and crisis managerial experience; proven ability to think critically, use positive language, and act under pressure; ability to prioritize, multitask, and work in a fast-paced environment
- Great knowledge of specific laws governing how health-related information is stored and shared, such as HIPAA in the US
- Flexibility in satisfying customer demands in a high-volume production environment
- Easy access to documentation with lots of technical expertise
- Highlight customer satisfaction survey responses in slack and build connections between employees in different departments
- Critical thinking and problem-solving ability
- Excellent user knowledge of SAAS like AWS, SAP, Salesforce, Genesys, Adyen, Signifyd, Dropbox, Slack, IBM, Zendesk, PowerBI and SQL
- Possesses excellent computer and data entry skills; able to work with Microsoft Office(MS Word, Excel, Power point, Outlook, Access and Publisher), e-mail servers and the Internet Administering diverse operating systems like Windows, Linux, Chrome and Mac
Timeline
Customer Service Representative
Concentrix
08.2022 - Current
Customer Service Manager
NNPC Upstream Investment Management Services
05.2015 - 07.2022
Admin Officer/Data Entry Clerk
NNPC Upstream Investment Management Services
01.2013 - 04.2015
BSc - Mass Communication
National Open University of Nigeria
Certificate - Public Relations Management
Metropolitan School of Business and Management
National Diploma - Mass Communication
Moshood Abiola Polytechnic