Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
12
12
years of professional experience
Work History
Customer Accounts Manager
Honda Financial Services
03.2023 - Current
Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients..
Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Achieved performance goals on consistent basis.
Maintained high volume of calls and met demands of busy and productive group.
Worked in call center environment handling manual and automatically dialed outbound calls.
Monitored accounts for compliance with established payment plans and flagged non-compliances.
Used scripted conversation prompts to convey current account information and obtain payments.
Notified co-signers of delinquent accounts to assist in collecting payments.
Entered client details and notes into system for interdepartmental access and review.
Processed debtor payments and updated accounts to reflect new balance.
Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications.
Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
Listened to customers and negotiated solutions that met creditor and debtor needs.
Worked with customer to create debt repayment plan based on current financial condition.
Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
Customer Service Representative Manager
Talabi Autos
12.2022 - 03.2023
Answered inbound calls, chats and emails to facilitate customer service.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Followed up with customers to build long-term relationships and successful referrals.
Explained differences between models to clients, comparing and discussing capabilities and features.
Managed sales negotiations and financing options.
Showcased vehicle features and took customers on test drives in local area.
Collaborated with prospective customers over phone and email to schedule sales appointments.
Finalized documentation for contracts, purchase receipts, vehicle registrations and dealer files.
Analyzed customer needs to make suitable product recommendations and demonstrations.
Consistently exceeded quotas by pursuing and closing sales.
Customer Service Representative
Amazon, Delivery Station Atlanta - Atlanta, GA
01.2021 - 11.2022
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
Researched issues with shipments, product damage and incorrect product amounts.
Updated customer service database with new information, address changes and contact details.
Immediately brought critical issues to customer service manager for resolution.
Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Bank Manager
United Bank For Africa Headquaters, Marina
12.2011 - 10.2019
Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Delivered attentive and responsive customer service by leading resolution of internal and external ticketing questions and concerns consistently, courteously and respectfully.
Oversaw daily operations in customer service relations with 10-strong team members
Updated customer information into account databases for future use.
Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
Attended training sessions to grow knowledge of company products and services.
Assessed employee performance and developed improvement plans.
Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
Identified and capitalized on community business opportunities with effective networking.
Protected company assets with strategic risk management approaches.
Recommended loan approvals and denials based on customer loan application reviews.
Consulted with representatives of regulatory agencies to complete accurate filings and uphold strict compliance.
Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.
Assessed expansion plans and presented costs to forecast trends and recommend changes.
Reviewed and edited loan agreements to promote efficiency and accuracy.
Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities.
Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter.
Recruited, interviewed, hired and trained [Number] employees and implemented mentoring program to promote positive feedback and engagement.
Education
Diploma - Data Analytics &SQL
University of California, Berkeley
Berkeley, CA
11.2023
Certification - IT Support Fundamentals
Google Certification
Atlanta
11.2022
Bachelor of Science - Business Administration
University Of Lagos
Nigeria
06.2003
Skills
Skill Development
Issue Resolution
Payroll Administration
Retail Execution
Marketing
Outside Sales
Product Knowledge
Staff Monitoring
Data Entry
Performance Evaluations
Inbound and Outbound Calls
Continuous Improvement
Production Goal Setting
Employee Retention
Tech Support
Team Coaching
Inside Sales
HR Support
Additional Information
Willing to relocate: , Anywhere Authorized to work in the US for any employer