Doris Aliu

DORIS ODIOR ALIU Address: 10a Olusegun Ogundana Drive,Magodo Estate. Phone:- Lagos, Nigeria Email:- CUSTOMER SUPPORT & MARKETING PROFESSIONAL ADMINISTRATIVE MANAGEMENT | OPERATIONS MANAGEMENT | CUSTOMER SERVICES A top-performing, highly dedicated, and result oriented Customer Support , Marketing Professional with 5+ years of experience a customer care officer, administrative officer and marketing support officer. Highly recognized and well established abilities in resolving customer issues, educating customers, assuring quality, customer retention, promoting products and services, new product development, and compilation of the reports. Strong interpersonal, communication, verbal, and analytical skills to foster meaningful relationships with clients, staff, and higher authorities, also ability to assess needs, evaluate and solve problems: attention to detail with the great ability to sustain, grow, and excel in a fast paced and competitive working environment. AREAS OF EXPERTISE Customer Services High-Level Sales Proficiency Strategic Planning/Analysis Regulatory Compliance Ability In Managing administrative matters including correspondence Competitive Intelligence Quality Assurance Policies & Procedures Safe guarding the bank’s asset and keeping information confidential Time Management Issue Resolving Organization Management MS Office Suites Ensure timely and accurate handling logistics form orders to delivery to the customers PROFESSIONAL EXPERIENCE MTN NIGERIA, 2011– Present CUSTOMER SERVICE ADMINISTRATION (Social Media and Communications Coordinator) Coordinated a 24 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 1. 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. EDUCATION, TRAINING & CERTIFICATION MBA, Obafemi Awolowo University Ile-Ife, Osun State B.Sc. Statistics Olabisi Onabanjo University, Ago-Iwoye, Ogun State OND Statistics, The Federal Polytechnic Bida, Niger State Senior School (WAEC), Presentation National High School, Benin City, Edo State Primary School Leaving Certificate, Staff School F.G.G.C Abuloma, Port-Harcourt, Rivers State On-line Customer Care Relation (MTN) Intel Retail Certified Associate (INTEL) PERSONAL DETAILS Date of Birth: May 31ST, 1980• Sex: Female • Nationality: Nigerian