Tayo Dailo
Summary
Driven professional with extensive experience at Guaranty Trust Bank Plc, excelling in customer service and CRM software management. Demonstrated ability to enhance customer satisfaction and resolve complex issues, fostering strong relationships. Skilled in data entry and team collaboration, significantly contributing to operational efficiency and positive feedback. Seasoned Customer Associate with 11 years of experience dedicated to providing the highest quality service and making customers feel welcome. Committed to exceeding sales expectations and furthering company goals. Timely and situationally aware employee dedicated to supporting productive work environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Guaranty Trust Bank Plc
2011.01 - 2017.03
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into the internal database.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Maintained and managed customer files and databases.
- Communicated with clients regarding account services, statements, and balances.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
Administrative Assistant
Guaranty Trust Bank Plc
2017.03 - 2020.08
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Customer Service Associate
Guaranty Trust Bank Plc
2020.08 - 2022.12
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Kept detailed records of customer interactions to track and resolve issues quickly.
Education
High School Diploma -
Federal Government Girls' College
Sagamu, Nigeria05.2016
Bachelor of Science - Business Administration
Olabisi Onabanjo University
Ago-Iwoye, Nigeria03.2015
Skills
- Customer Service
- Customer Support
- Problem Resolution
- Team Collaboration
- Product Knowledge
- Complaint Handling
- Customer Relationship Management (CRM)
- CRM Software
- Regulatory Compliance
- Appointment Scheduling
- Customer RMA management
- Teamwork and Collaboration
- Data Entry
- Computer Skills
- Relationship Building
- MS Office
- Understanding Customer Needs
- Issue and Complaint Resolution
Certification
Management & Strategy Institute
August 2022
Project Management Essential
Guaranty Trust Bank Academy
June 2020
Gtbank customer service tenets
Google Digital Skills for Africa
May 2020
Fundamentals of Digital Marketing
Languages
English
Professional Working
Timeline
Customer Service Associate
Guaranty Trust Bank Plc
2020.08 - 2022.12
Administrative Assistant
Guaranty Trust Bank Plc
2017.03 - 2020.08
Customer Care Representative
Guaranty Trust Bank Plc
2011.01 - 2017.03
High School Diploma -
Federal Government Girls' College
Bachelor of Science - Business Administration
Olabisi Onabanjo University
Management & Strategy Institute
August 2022
Project Management Essential
Guaranty Trust Bank Academy
June 2020
Gtbank customer service tenets
Google Digital Skills for Africa
May 2020
Fundamentals of Digital Marketing
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