Martins Omogbai
Customer Service Rep
Summary
I'm a Customer Service Representative with over 8 years of experience Spanning from the Financial Sector, to the Health sector, and also the Igaming sector. I will be bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customised solutions to build loyalty. I am a solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. I'm always motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimisation. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
3
3
Certifications
Work History
Customer Retention Specialist
Melbet
Cyprus
04.2022 - 02.2024
- I was well grounded with cross-functional teams to improve product offerings based on customer feedback.
- I conducted regular account reviews to identify opportunities for improving customer satisfaction and reducing attrition rates.
- I occasionally train junior team members, boosting overall department performance and service quality levels.
- I Organise regular focus groups with customers, gathering valuable feedback that directly impacted product improvements and feature enhancements.
- I Implemented targeted outreach campaigns to re-engage inactive customers and boost repeat business.
- I coordinated with sales teams to develop targeted promotions aimed at retaining high-value customers effectively.
- I leveraged data-driven insights to fine-tune retention strategies, leading to increased success rates over time.
- I assisted in the development of an innovative loyalty program, increasing customer lifetime value significantly.
- I developed product demonstrations and presentations for customers.
- I promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Healthcare Customer Service Representative
National Health Insurance Scheme
Nigeria
02.2020 - 03.2022
- I managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- I assisted in training new hires, sharing best practices in customer service protocols specific to the healthcare industry.
- I expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- I expanded my knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- I delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- I helped to facilitate smooth communication between clients, insurance companies, and medical staff for seamless coordination of care.
- I maintained designated portfolio of customer accounts by contacting customers behind on payment obligations.
Customer Service Representative
First Bank Of Nigeria
Lagos,Nigeria
02.2017 - 01.2020
- I developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- I conducted regular quality assurance checks on interactions with customers to ensure i was meeting established guidelines and standards for service excellence.
- I exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- I imbibed the culture of customer satisfaction by promptly addressing concerns and providing accurate information.
- I made sure i handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Bachelor of Science - Zoology
University of Ibadan
Nigeria 04.2001 -
Skills
Retention strategies knowledge
Outstanding interpersonal skills
Understanding of sales retention
Customer service background
Customer service experience
CRM Software
Patience and Tolerance
Microsoft Office
Problem-solving aptitude
Customer Retention Strategies
Effective Communication
Customer service excellence
Medical terminology knowledge
Self Motivation
Problem Resolution
Certification
Customer Service Fundametals
Timeline
CXL Customer Retention Training
02-2023
Customer Retention Specialist
Melbet
04.2022 - 02.2024
Healthcare Customer Service Representative
National Health Insurance Scheme
02.2020 - 03.2022
Effective Questioning for Call Handlers
10-2018
Customer Service Fundametals
05-2018
Customer Service Representative
First Bank Of Nigeria
02.2017 - 01.2020
Bachelor of Science - Zoology
University of Ibadan
04.2001 -