Florence Amaechi Peter Chigbata

FP Florence Peter-Chigbata- Professional Summary A Proactive Customer Service Representative bringing top-notch skills customer success, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Work History Flopetna Fragrances And Essentials - Customer Service Manager Warri, Delta 03/2019 - Current ● Resolved customer complaints while prioritizing customer satisfaction and loyalty. ● Developed service procedures, policies and standards. ● Developed and offered unique discount options to drive interest in new product lines. ● Reviewed repeated issues within operations and business management to solve problems and improve company outcomes. ● Researched and corrected customer concerns to promote company loyalty. ● Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals. ● Followed through with client requests to resolve problems. ● Took ownership of customer issues and followed problems through to resolution. ● Resolved concerns with products or services to help with retention and drive sales. ● Generated customer satisfaction surveys to analyze results into action plans. ● Created and reviewed invoices to confirm accuracy. ● Kept accurate records to document customer service actions and discussions. ● Negotiated contracts with outside carriers to minimize costs to company and customers. ● Monitored customer service operations to assess agent performance and provide feedback. ● Collected customer feedback and made process changes to exceed - Warri, Delta 330122 Skills ● Customer and employee rapport ● Inbound Customer Service ● Handling difficult customers ● Customer Relations ● Customer Service and Communication Skills ● Exceptional customer service ● Report Generation ● Expert in customer relations ● Excellent attention to detail ● Account Reconciliation ● Customer Relationship Management ● Customer retention ● Online chat ● ● ● ● ● Customer experience management CRM Report preparation Order fulfillment Training development aptitude Education 12/2012 University of Benin Benin Masters: Public Administration 12/2004 University of Ado Ekiti Ekiti State Bachelor Of Arts: English Language And ● ● ● ● customer satisfaction goals. Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets. Addressed potential cancellations and offered catered solutions to retain accounts. Introduced higher standards for customer service and increased efficiency by streamlining operations. Controlled resources and utilized assets to achieve qualitative and quantitative targets. First Bank Of Nigeria - Head Customer Service Warri, Delta State 01/2018 - Current ● Provided primary customer support to internal and external customers. ● Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. ● Consulted with outside parties to resolve discrepancies and create expert solutions on products. ● Took information and other pertinent information such as addresses and phone numbers to cross sell other products of the bank. ● Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem. ● Attracted potential customers by answering Online banking/ Mobile Banking App questions and suggesting information about other products and services. ● Recommended new E Business products, resulting in 150% increase in revenue in 2020. ● Handled day-to-day customer contact via phones, faxes and emails. ● Initiated up-sell techniques to increase sales, boosting sales 93%. ● Prepared End of Month Proof reports by collecting and analyzing customer information. ● Leveraged sales expertise to promote products and capitalize on upsell opportunities. ● Opened and maintained 1000 customer accounts by recording account information. ● Trained staff on operating procedures and company services. ● Delivered prompt service to prioritize customer needs. ● Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly. ● Investigated and resolved customer inquiries and complaints quickly. ● Developed and updated databases to handle customer data. ● Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives. ● Trained new personnel regarding company operations, policies and services. ● Cross-trained and provided backup support for organizational leadership. ● Implemented and developed customer service training processes. Literature ● Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions. ● Cross-trained and backed up other customer service managers. ● Sought ways to improve processes and services provided. First Bank Of Nigeria Ltd - Head Financial Transactions Warri, Delta 04/2015 - 01/2018 ● Demonstrated respect, friendliness and willingness to help wherever needed. ● Received and processed Stock of ATM Cards and Online Banking Token into inventory management system. ● Actively listened to customers' requests, confirming full understanding before addressing concerns. ● Collaborated with team members to achieve target results. ● Saved $ 5000 by implementing cost-saving initiatives that addressed long-standing problems. ● Resolved concerns with products or services to help with retention and drive sales. ● Responded to customer calls and emails to answer questions about products and services. ● Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. ● Achieved high satisfaction rating through proactive one-call resolutions of customer issues. ● Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs. ● Answered customer telephone calls promptly to avoid on-hold wait times. ● Updated account information to maintain customer records. ● Recommended products to customers, thoroughly explaining details. ● Collected and analyzed customer information to prepare product or service reports. ● Recorded account information to open new customer accounts. ● Processed customer adjustments to maintain financial accounts. ● Offered advice and assistance to customers, paying attention to special needs or wants. ● Clarified customer issues and determined root cause of problems to resolve product or service complaints. First Bank Of Nigeria - Head Treasury and Local Operations Warri, Delta 12/2011 - 04/2015 ● Resolved problems, improved operations and provided exceptional service. ● Completed paperwork, recognizing discrepancies and promptly addressing for resolution. ● Used critical thinking to break down problems, evaluate solutions and make decisions. ● Carried out day-to-day duties accurately and efficiently. ● Learned new skills and applied to daily tasks to improve efficiency and productivity. ● Resolved conflicts and negotiated mutually beneficial agreements between parties. ● Worked flexible hours across night, weekend and holiday shifts. ● Demonstrated respect, friendliness and willingness to help wherever needed. ● Developed and maintained courteous and effective working relationships. ● Maintained excellent attendance record, consistently arriving to work on time. ● Drove operational improvements which resulted in savings and improved profit margins. ● Developed team communications and information for meetings. ● Handled 30 calls per day to address customer inquiries and concerns. ● Received and processed stock into inventory management system. ● Collaborated with team members to achieve target results. ● Used coordination and planning skills to achieve results according to schedule. ● Conducted research, gathered information from multiple sources and presented results. ● Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork. Protea Hotel Delta - Front Office Manager Warri, Delta 09/2010 - 12/2011 ● Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets. ● Prepared agendas and took notes at meetings to archive proceedings. ● Assisted HR manager with interviewing potential employees by asking appropriate questions and providing feedback after interviews. ● Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse. ● Assessed personnel performance and implemented incentives and team-building events to boost morale. ● Analyzed data related to administrative costs and spending trends to prepare budgets for personnel. ● Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns. ● Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities. ● Oversaw work processes and performed quality control tasks to increase revenue and reduce production times. ● Delivered performance reviews, recommending additional training or advancements. ● Prepared reports to assist business leaders with key decision making and strategic operational planning. ● Set priorities and problem-solved workflow issues to maintain rapport with customers and managers. ● Reduced workflow inconsistencies by recruiting and hiring capable staff members. ● Standardized office structures and processes to promote collaboration and increased performance. ● Established team priorities, maintained schedules and monitored performance. ● Identified and communicated customer needs to supply chain capacity and quality teams. ● Maintained professional demeanor by staying calm when addressing unhappy or angry customers. ● Encouraged departmental employees to present positive, exemplary image to customers. ● Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs. ● Defined clear targets and objectives and communicated to other team members. ● Used strategies to promote exceptional customer service and create positive environment for employees and clients. ● Maintained store equipment, printers and fax machines. ● Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success. ● Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty. ● Supervised staff of 10 personnel by implementing company policies, protocols, work rules and disciplinary action. ● Managed overstocking, restocking and inventory control procedures during Daily shift.