Oluchukwu Eucharia Ugbana

OLUCHUKWU EUCHARIA UGBANA Customer Service Representative Port Harcourt, Rivers State - Nigeria Google mail Yahoo mailLinkedin Phone:- PROFESSIONAL SUMMARY I am confident in accepting challenges, resourceful, knowledgeable, energetic and disciplined individuals, seeking to utilize and develop my skills and experience to contribute to your organization’s growth. Caring and friendly customer service professional with 8+ years of experience in operation to improve the customer experience and increase retention through quick resolution of any customer concerns. Strong customer service and problem-solving, empathetic and patience, and adaptable skills, organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. SkillS Proficient in MS Office and CRM software (Zendesk, Freshdesk, Hubspot, Intercom) Ability to work independently and as part of a team. Competent communication skills to better work with customers and respond to their individual needs and concern. Exceptional listening skills to accurately identify customer concerns and reach a beneficial solution. Strong organizational, team and time management skills to ensure timely and effective response to customer inquiries. Empathetic and problem solving mindset. APPRENTICE Digital Witch Support Community March 2024 Skilled in utilizing CRM tools such as Hubspot, Zendesk, Freshdesk, Intercom, and others. Proficient in using project management tools like Monday.com, Asana, Trello, ClickUp, Jira, and more. Experience using team communication tools such as Slack, Zoom, Microsoft Teams, Skype (Google Chat), and more. Services offered include customer service representative, customer support, and general virtual assistance. WORK EXPERIENCE Executive Banking Associate Polaris Bank Limited February, 2022 - till date Customer Service Representative JOB SUMMARY: To provide customer information services and efficiently manage the day-to-day customer contact at an operational level. Possessed a passion for helping customers and interacting with them to find solutions to their needs. Promptly handled an average of 40 customer inquiries and complaints per day with a 96% customer satisfaction rate Maintained a knowledge base of the evolving product offerings, and improved customer retention by 9% by proactively recommending new products to existing customers Engaged with customers through multiple channels, including phone, email, and live chat, to provide prompt and accurate assistance. Listened attentively to customer concerns and inquiries, demonstrating empathy and understanding while maintaining professionalism at all times. Identified and analyzed customer needs to offer tailored solutions, guiding them through our products and services effectively. Troubleshoot and resolved customer issues, ensuring prompt resolution and taking ownership of escalated cases when necessary. Collaborated closely with cross-functional teams to address customer concerns and improve overall customer satisfaction. Adept at providing friendly and professional service. Received positive feedback from a customer who called my manager to compliment my excellent communication skills and patience in helping them resolve their issue. Actively worked to display a courteous and empathetic attitude to customers, resulting in a net promoter score over 40 Effectively mentored and trained a new coworker, which resulted in a smooth transition and no interruption in productivity. Kept customers’ personal information confidential. Assessing customer needs and introduce new products and services. Making sales referrals, suggest alternate channels and cross-sell products and services. Senior Banking Assoicate February, 2018 - February 2022 Transaction Officer: JOB SUMMARY: To promptly process all Funds and related services requests. JOB DESCRIPTION: Inter and intra bank transfers. Processed Fx and Travel Allowance. Truncation of cheques. Attended to all enquiries involving outflow transactions. Compiled general statement of account on a daily basis to know the position and present same to Management for decision making. Liased with branches on issues that may arise on outward transfers. Resolution of inflow transaction “open” reconciliation items. Monthly and weekly Proof and Reconciliation of general ledger and accounts. Processed Foreign Funds Transfer and Remittances. Cash handling processing and management of local in-house and intra-bank transactions. Invisible payment which includes school fees, medical, training fees, etc Travel Allowance which includes personal and business travel Allowance after meeting up with Central Bank of Nigeria requirements before disbursement of cash to customers. Remittance on pay direct platform, Remita platform, E-bill platform, etc. Issued Managers cheque. Banking Associate Access Bank Plc July 2014 to February 2018 Universal Teller Duties: Ensured services are provided in accordance with the operating procedures of the bank. Loaded and Off loaded ATM machine made cash available at all time which contributed in the profitability of the branch. Proccessed SME, FX, Inter and Intra bank Transfer and Remittances. Monthly and weekly Proof rendition and Reconciliation of general ledger and accounts. Served as the initial point of contact for customers entering the bank. Recording transactions, which involves logging checks and preparing transaction reports Opened new accounts and assisted with loan applications Made sales referrals, suggested alternate channels and cross-sale products and services. ACADEMIC QUALIFICATION- Federal Polytechnic Oko | Higher National Diploma in Accounting (Upper Credit) - Delta State Polytechnic Ogwuashi Uku (Upper Credit) - Asaba Girls’Grammar School, Asaba Delta State | National Examination Council (NECO) 1997 - 2002 Perfect Mind Foundation Nursery/Primary School, Nkpor, Anambra State | First School Leaving Certificate LICENCE and CERTIFICATION Customer Service Fundamentals Knowledge Accelerators Skilled Gained: Process Management, Communication, Problem Solving and IT Customer Support Certificate INTEREST 1. Learning and improving on customer support through the use of customer relationship management like Zendesk, Hubspot, Freshdesk, etc. 2. Travelling and meeting new people. 3. Account Reconciliation/Audit Language English: PROFICIENT