Ifeanyi Oboka
Beckenham,WA
Summary
Motivated customer service officer with solid experience managing all levels of large scale projects, including budgeting and administration. Proven ability to work well within a team and deliver high standards of customer service. Proven knowledge of Contact Centre metrics and Service Operations Principles. Flexible, adaptable and effective in delivering quality results. Passionate about continuous learning and improvement.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Security Officer
Wilson group
01.2022 - Current
- Driver and vehicle services (DOT) 06/22-01/24Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
- Consistently managed client needs through security dutys resulting in positive outcomes.
- Supported Chief Operating Officer with daily operational functions.
- Warned offenders about rule infractions and violations and verbally evicted violators from premises.
- Monitored and authorized entrance and departure of vehicles, cargo trucks and visitors.
- Authorized entrance papers and granted or denied entrance to building.
- Contacted law enforcement in case of unauthorized persons, documents and materials.
- Participated in staff meetings, special events and professional development activities.
- Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Drafted reports of property damage, theft, accidents and unusual occurrences to document daily activities and irregularities.
Customer Service Representative
Department of Transport
06.2023 - 01.2024
- Managed high-volume customer inquiries through phone, email, and chat platforms.
- Resolved complex issues by utilizing CRM software to track interactions and outcomes.
- Trained and mentored new team members on best practices for customer engagement.
- Developed comprehensive FAQ resources to enhance team efficiency and reduce inquiry response time.
- Analyzed customer feedback data to identify trends and recommend service improvements.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
CUSTOMER SERVICE OFFICER (CASUAL)
ZIDOVON NIG LTD
10.2016 - 03.2017
- Assist with customer enquiries pertaining to customer enquiries.
- Maintain the safe coordination of customers and members of public.
- Ensure the facilities and services within the company are maintained in accordance with Service Level Agreements (SLAs).
- Report any incidents in regards to the company premise or events to the team leader on duty.
- Support the safety of colleagues and other staff within the company.
- Received commendation for demonstrating high standards of customer service.
Security officially(CASUAL)
NATALE GROUP PTY LTD
10.2016 - 01.2017
CLIENT SERVICES SUPPORT OFFICER
UNDP
01.2011 - 01.2015
- Monitored multiple databases to keep track of all company inventory.
- Supported Chief Operating Officer with daily operational functions.
- Safeguard and promote the health, well being and development of detainees by implementing planned interventions, developmental programs and individual and family management strategies.
- Assist in the planning, scheduling and coordination of daily routines at the Detention Centre to promote a safe and secure environment.
- Provide support and guidance to the management team and stakeholders about the wellbeing of detainees.
- Maintain case management records with uttermost confidentiality.
- Participate in all endeavours that encourage the building of trust and respect with clients.
- Support and Interact with detainees by utilising Case Work principles and systems to optimise health and wellbeing.
- Contribute and implement Case Plans with the intent to promote transitioning to living in the Australian context while maintaining cultural sensitivity.
- Provide avenues that link detainees with agencies and programs that meet their psychosocial and other immediate needs.
ACCOUNTS SUPPORT OFFICER
Blackberry nig ltd
11.2010 - 01.2011
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
- Supported Chief Operating Officer with daily operational functions.
ACCOUNTS SUPPORT OFFICER
BLACKBERRY NIG LTD
11.2010 - 01.2011
- Manage sales and customer enquiries across multiple channels.
- Fulfil customer requests for quotes.
- Collaborate with warehouse and logistics staff to support the timely delivery of products and services.
- Participate in product demonstrations to target customers.
- Prepare sales and inventory management reports.
CUSTOMER SERVICES CONSULTANT
MTN corporation
12.2007 - 11.2010
- Manage client telephone accounts and handle orders for telecommunication products or services.
- Issue work orders for technicians to install and commission equipment.
- Manage enquiries regarding equipment faults and kick start rectification process in accordance with company guidelines.
- Telephonic consultation with previous MTN customer to review their telecommunication needs and recommend suitable MTN products/Packages to regain their business.
- Generate call centre performance reports.
- Provided feedback on campaign performance to inform continuous service improvement initiatives.
- Mentor of new recruits.
Education
BACHELOR OF SCIENCE - undefined
Abia State University
01.2004
Skills
- Motivated customer service officer with solid experience managing all levels of large scale projects, including budgeting and administration
- Proven ability to work well within a team and deliver high standards of customer service
- Proven knowledge of Contact Centre metrics and Service Operations Principles
- Flexible, adaptable and effective in delivering quality results
- Passionate about continuous learning and improvement
- Proven ability to analyse data and provide recommendations
- Effective communication and interpersonal skills
- Occupational Health and Safety skills
- Current Basic First Aid certificate
- Competent in the use of computerised accounting systems and Microsoft Office software
- Accounting systems
- Basic
- Call centre
- Interpersonal skills
- Consultation
- Clients
- Client
- CUSTOMER SERVICE
- CUSTOMER SERVICES
- Delivery
- FIRST AID
- Inventory management
- Team leader
- Logistics
- Mentor
- Microsoft Office software
- OFFICE
- Quality
- Safety
- Sales
- Scheduling
- Service Level Agreements
- Telecommunication
Certification
- INTEGRATED Training Academy 2018
- PROVIDE FIRST AID. INTEGRATED Training Academy 2018
- CUSTOMER SERVICE EXCELLENCE TRAINING, zidovonLimitedCUSTOMER SERVICES EXCELLENCE TRAINING COURSE. MTN CORPORATION LIMITED 2008
Timeline
Customer Service Representative
Department of Transport
06.2023 - 01.2024
Security Officer
Wilson group
01.2022 - Current
CUSTOMER SERVICE OFFICER (CASUAL)
ZIDOVON NIG LTD
10.2016 - 03.2017
Security officially(CASUAL)
NATALE GROUP PTY LTD
10.2016 - 01.2017
CLIENT SERVICES SUPPORT OFFICER
UNDP
01.2011 - 01.2015
ACCOUNTS SUPPORT OFFICER
Blackberry nig ltd
11.2010 - 01.2011
ACCOUNTS SUPPORT OFFICER
BLACKBERRY NIG LTD
11.2010 - 01.2011
CUSTOMER SERVICES CONSULTANT
MTN corporation
12.2007 - 11.2010
BACHELOR OF SCIENCE - undefined
Abia State University
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