Doris Aliu

CUSTOMER SERVICE ADMINISTRATION (Social Media and Communications Coordinator)
Coordinated a Twenty four hour response team on all registered Social media platforms and LIVE web instant messaging and video chat.
Develop a unique tailored social media strategy using an understanding of organizational goals of being on social
Retrieve and escalate customer queries to relevant departments as retrieved from social media platforms. Media, target demographics and brand identity.
Develop a unique tailored social media strategy using an understanding of organizational goals of being on social media.
Retrieve and escalate customer queries to relevant departments as retrieved from social media platforms. Media, target demographics and brand identity.
Oversee proper documentation of logged trouble tickets for effective followUp, feedback and timely end-to-end resolution of customer queries
 Interfacing & Liaising with Escalations & Service Recovery Unit, Self Service & e-Channel Support, Network Support Management Unit, Technical Support [Huawei/Ericsson] & Network Quality of Service (QoS) support teams by managing and reporting revenue-impacting network faults, incidents & coverage issues.
CUSTOMER RELATIONSHIP OFFICER
Expertly resolving online customer’s queries, educating customers about new and existing products, attending learning sessions, identify and resolve customer queries effectively and efficiently.
Accurately process and document logged call transactions using tracking software for end-to-end resolution.
Adeptly enlighten and educate customers on new products and initiatives within MTN, educate customer on use of products and services, deliver information regarding account or product enquiries.
Maintain and monitor statistics on Customer contacts, queries logged and query types into weekly and monthly data reports and analytics.
Assist in prompt and first call resolution and escalation of customer queries to relevant stakeholders (DSS, ES, IS) when appropriate based on established standards and Service Level Agreements.

OCEANIC BANK INTERNATIONAL PLC

Customer Service Officer /NYSC
Responsible for the verification of customers' mandates, instructions and solve enquires and complaints of customer efficiently and courteously.
Ensuring compliance with Anti money laundering laws and E.F.C.C and CBN regulations, and safe guarding bank's asset, keeping customers' information confidential.
Systematic manage the database.
Liaise with the project manager to ensure the overall management and performance customer account.
Ensure timely and accurate handling logistics form orders to delivery to the customers.