Kenneth Nwatuzor
Poznan
Summary
I am a goal getter and my strenghth is working smart . Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
Work History
Customer Service Associate
Stanbic Ibtc Bank
Lagos
06.2013 - 10.2019
- Developed and actualized customer service initiatives to decrease wait times.
- Provided primary customer support to internal and external customers.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Offered basic technical support for clients on wide range of company products.
- Boosted sales revenue by skillfully promoting diverse service options.
- Informed customers about special promotions and provided detailed information for various products.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded to customer requests for products, services and company information.
Customer Service Representative Specialist
United Bank For Africa Plc
Lagos
05.2003 - 11.2009
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Provided information regarding charge accounts and loyalty programs.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded proactively and positively to rapid change.
Education
Master of Science - Agric Food Economics And Trade
Poznan University of Life Science
Poznan06.2023
Bachelor of Science - Economics
Lagos State University Ojo
Lagos12.2008
Skills
- Customer Data Confidentiality
- Data Entry and Maintenance
- Courteous with Strong Service Mindset
- Efficient and Detail-Oriented
- Responding to Difficult Customers
- CRM Software
- Upselling Products and Services
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Verbal and Written Communication
- Customer Retention Strategies
- Multitasking and Prioritization
- Complex Product Knowledge
- Computer Proficiency
- Strong Analytical and Problem Solving Skills
- Database Management
- Administrative and Office Support
- LiveChat Messaging
- Sales Quota Achievement
- Patient and Empathetic
- Time Management
- Inbound and Outbound Calling
- Document and Records Management
- Proactive Self-Starter
- Proficiency in Microsoft Office and G Suite
- Call Volume and Quality Metrics
Hobbies
Reading and Listening to Music and Praying
Languages
Polish
Native language
English
Proficient
C2
Polish
Beginner
A1
Timeline
Customer Service Associate
Stanbic Ibtc Bank
06.2013 - 10.2019
Customer Service Representative Specialist
United Bank For Africa Plc
05.2003 - 11.2009
Master of Science - Agric Food Economics And Trade
Poznan University of Life Science
Bachelor of Science - Economics
Lagos State University Ojo