Limpya Ken-Barango
Munno Para,SA
Summary
Dynamic customer service leader with a proven track record at Polaris Bank Limited, driving a 40% increase in sales conversions. Skilled in complaint resolution and team motivation, adept with Microsoft Office and CRM systems. Committed to enhancing customer satisfaction through effective communication and strategic problem-solving.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Service Officer
TKK
Adelaide, SA
04.2023 - Current
- Educated customers on products and services offered by the company.
- Developed strategies to improve customer service processes and procedures.
- Provided excellent customer service by responding to inquiries in a timely and efficient manner.
- Assisted customers with placing orders for products and services.
- Resolved customer issues in an efficient and timely manner.
Customer Relations Manager
Polaris Bank Limited
Port Harcourt
01.2011 - 04.2023
- Consistently identified and managed customer needs to achieve satisfaction.
- Built sustainable relationships and trust with customers through open and honest communication.
- Adeptly handled customer complaints and provided appropriate solutions.
- Educated customers on company services, products, websites, etc.
- Electronic channel deliverables increased by 135% by signing customers onto the bank's platform.
- Responsibly managed and drove the team to deliver high-quality customer service, which resulted in marked performance improvements.
- Increased conversion of inquiries to actual sales by 40%.
Customer Relations Officer
Skye Bank PLC
Port Harcourt
01.2007 - 01.2010
- Effectively managed and responded to an average of 75 to 100 daily inbound customer complaints and inquiries for information.
- Interaction on the CRM system and follow the standard escalation matrix to resolve complaints for difficult customers.
- Demonstrated professional etiquette while interfacing with customers to achieve a satisfactory resolution of customer complaints, in line with company guidelines and procedures.
- Actively participated in developing the CSR induction manual and guidelines for onboarding new customer service agents.
- Consistently exceeded the daily target of 50 outbound calls.
Customer Care Officer
Vmobile Nigeria, now Airtel Nigeria
01.2005 - 01.2006
- Attend to customer complaints and service request.
- Resolve customer's requests using Prepaid Administration Systems (PPAS), ICAP
- MORPHEUS
- Log customer complaints on Customer Interaction Management Systems (CIMS).
- Carry out survey on customer complaints, etc.
Education
Masters of Business Administration - MBA -
VIU - Universidad Internanacional de Valencia
2022
Executive MBA -
Rome Business School
2022
Bachelor of Science - Community Relations & Foundation Studies
Rivers State University
2003
Skills
- Adept with Microso Office Application Suite Customer Relationship Management
- Excellent written and verbal communication Astute problem solver Complaint resolution
- Team leadership and motivation Astute problem solver
- Task Monitoring
- Key Performance Indicators (KPI)
- Multi-Line Phone Talent
- Report Preparation
- Information Updates
Certification
Effective communication skills and excellent customer service
Business management and corporate strategy
Business etiquette
Additional Information
Working Rights: Unrestricted working rights
Availability : Immediately available
References :
Available upon request.
Timeline
Customer Service Officer
TKK
04.2023 - Current
Customer Relations Manager
Polaris Bank Limited
01.2011 - 04.2023
Customer Relations Officer
Skye Bank PLC
01.2007 - 01.2010
Customer Care Officer
Vmobile Nigeria, now Airtel Nigeria
01.2005 - 01.2006
Masters of Business Administration - MBA -
VIU - Universidad Internanacional de Valencia
Executive MBA -
Rome Business School
Bachelor of Science - Community Relations & Foundation Studies
Rivers State University
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