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Senior Customer Service Associate

Sporty Group

Dec 2021 - Current (4 years 6 months)

Provide professional, timely, and effective resolutions to customer inquiries via multiple communication channels (email, chat, phone, etc.). Identify recurring customer issues and suggest process improvements to reduce resolution time and enhance customer satisfaction. Communicate with center leadership and corporate customers and observe performance gaps; track and analyze compliance with call center service standards. We achieved a 20% increase in customer satisfaction by improving response time and communication clarity.

Quality Analyst

Guaranty Trust

Mar 2019 - Dec 2021 (2 years 10 months)

Review and assess customer interactions, service delivery, or product functionality to ensure compliance with standards. Collect and analyze data related to quality metrics, such as error rates, response times, or customer satisfaction scores. Assist in training employees on quality standards, policies, and best practices. Ensure that products or services comply with regulatory requirements and internal policies.

Customer Experience Specialist

Guaranty Trust

Jul 2018 - Mar 2019 (9 months)

Responded to over 80 individual tickets daily to provide end-user support on digital banking platforms. • Resolved 90% of incoming customers' issues/requests while dealing with irate customers through the use of excellent interpersonal and resolution skills. • Maintained excellent working relations with numerous external and internal customers, providing accurate information on bank products. • Leveraged inbound sales and sales skills within the card services team to inform customers about card types, usage, and benefits, effectively promoting our products at Guarantee Trust Bank. • Applied principles of retail sales, understanding that human connection is paramount in driving initial customer engagement and satisfaction, mirroring the appr

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Administrative Assistant

Institute of Archaeology and Museum Studies

Jan 2016 - Jul 2018 (2 years 7 months)

Manage correspondence, memos, and reports related to archaeology and museum studies. Coordinate logistics for site visits, excavations, and conferences while assisting with cataloging and indexing museum collections or archaeological findings. Prepare documents, presentations, and reports specific to archaeological studies or museum operations.

Chijimakaoma Aribana

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