Violet Funfade
Lagos
Summary
Proficient in English. Dedicated customer service professional with strong verbal and written communication skills. Ready to apply analytical and problem-solving skills to help teams resolve customer complaints and foster long-term customer relationships. Confidently adjusts to changing situations and works well under pressure. Successful Customer Service Director with extensive experience in managing operational customer service teams. Proficient with working knowledge of customer service software, databases and tools. Strong leader committed to motivating team members to deliver better results. 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.
Results-driven Head customer service at banking industry (Eco bank Plc)offering proven history of achievement during 2004- 2009-year career. Talented leader with analytical problem-solving and strategic planning expertise. Solid background of consistently addressing customer issues, delivering industry-leading service and implementing scalable approaches.
Driven Customer Service officer with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Service Director
Loveworld International School Nungua
12.2021 - Current
- Recruit, organize, train and manage staff
- Developed and implemented customer service policies and procedures.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Generated, compiled and distributed reports of sales leads and up-sell opportunities.
- Streamlined call center operations for improved efficiency and reduced wait times.
- Reduced employee turnover through effective recruitment strategies and ongoing professional development opportunities.
- Analyzed customer feedback and identified areas for improvement, leading to increased customer retention.
- Hosted forums for current and prospective customers to share concerns, thoughts and ideas.
- Established clear communication channels within the department, fostering a positive work environment that encouraged collaboration and innovation.
- Spearheaded corporate social responsibility initiatives that built strong community ties and enhanced the company''s reputation for outstanding customer care.
- Managed customer service representative team, providing ongoing training and support to continuously improve team performance.
- Coordinated with other departments to improve internal processes, enhancing overall company performance and achieving seamless collaboration between teams.
- Developed and maintained key client relationships, resulting in increased retention rates and revenue growth.
- Managed cross-functional teams to develop solutions for complex customer issues, resolving escalated complaints quickly and effectively.
- Coordinated customer service team projects, achieving successful on-time completion.
- Conducted regular performance reviews with staff, identifying areas of improvement and providing constructive feedback.
- Increased customer satisfaction rates by implementing new training programs for customer service representatives.
- Launched new customer loyalty program, boosting overall customer engagement and retention.
- Implemented targeted marketing strategies to upsell products and services, driving sales growth.
- Resolved escalated customer service disputes and complaints, leading to increased customer satisfaction.
- Collaborated with sales teams to design targeted promotions that incentivized repeat business from existing customers while attracting new clientele.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
finance
maxlen memorial college lagos
04.2014 - 11.2021
auditor
Onyeka E. and partners
06.2012 - 04.2014
- Examine and analyze journal and ledger entries, bank statements, inventories, expenditures, tax returns and other accounting and financial records, documents and systems of individuals, departments within organizations, businesses or other establishments to ensure financial recording accuracy and compliance with established accounting standards, procedures and internal controls
- Plan, set up and administer accounting systems and prepare financial information for individuals, departments within organizations, businesses and other establishments
- Examine accounting records and prepare financial statements and reports
- Develop and maintain cost finding, reporting and internal control procedures
- Examine financial accounts and records and prepare income tax returns from accounting records
- May supervise and train articling students, other accountants or administrative technicians.
head bank fund transfer
Ecobank Nigeria Plc
10.2010 - 02.2012
- Process customer cash deposits and withdrawals, cheques, transfers, bills and credit card payments, money orders, certified cheques and other related banking transactions
- Obtain and process information required for the provision of services, such as opening accounts and savings plans and purchasing bonds
- Sell travellers' cheques, foreign currency and money orders
- Answer enquiries and resolve problems or discrepancies concerning customers' accounts
- Inform customers of available banking products and services to address their needs.
Head ,bank customer service
Ecobank Nigeria Plc
11.2005 - 10.2010
- Process customer cash deposits and withdrawals, cheques, transfers, bills and credit card payments, money orders, certified cheques and other related banking transactions
- Obtain and process information required for the provision of services, such as opening accounts and savings plans and purchasing bonds
- Sell travellers' cheques, foreign currency and money orders
- Answer enquiries and resolve problems or discrepancies concerning customers' accounts
- Inform customers of available banking products and services to address their needs.
auditor
Onyeka E. and partners
09.2004 - 10.2005
- Examine and analyze journal and ledger entries, bank statements, inventories, expenditures, tax returns and other accounting and financial records, documents and systems of individuals, departments within organizations, businesses or other establishments to ensure financial recording accuracy and compliance with established accounting standards, procedures and internal controls
- Prepare detailed reports on audit findings and make recommendations to improve individual or establishment's accounting and management practices
- Conduct field audits of businesses to ensure compliance with provisions of the Income Tax Act, Canadian Business Corporations Act or other statutory requirements
- Plan, set up and administer accounting systems and prepare financial information for individuals, departments within organizations, businesses and other establishments
- Examine accounting records and prepare financial statements and reports
- Develop and maintain cost finding, reporting and internal control procedures
- Examine financial accounts and records and prepare income tax returns from accounting records
- Analyze financial statements and reports and provide financial, business and tax advice
- May supervise and train articling students, other accountants or administrative technicians.
account trainee
national youth service corp
09.2003 - 08.2004
- Calculate, prepare and issue documents related to accounts such as bills, invoices, inventory reports, account statements and other financial statements using computerized and manual systems
- Code, total, batch, enter, verify and reconcile transactions such as accounts payable and receivable, payroll, purchase orders, cheques, invoices, cheque requisitions, and bank statements in a ledger or computer system
- Compile budget data and documents based on estimated revenues and expenses and previous budgets
- Prepare period or cost statements or reports
- Calculate costs of materials, overhead and other expenses based on estimates, quotations, and price lists
- Respond to customer inquiries, maintain good customer relations and solve problems
- Perform related clerical duties, such as word processing, maintaining filing and record systems, faxing and photocopying.
tax
L.O.M and associates
12.2002 - 09.2003
- Prepare detailed reports on audit findings and make recommendations to improve individual or establishment's accounting and management practices
- Conduct field audits of businesses to ensure compliance with provisions of the Income Tax Act, Canadian Business Corporations Act or other statutory requirements
- Plan, set up and administer accounting systems and prepare financial information for individuals, departments within organizations, businesses and other establishments
- Examine accounting records and prepare financial statements and reports
- Develop and maintain cost finding, reporting and internal control procedures
- Examine financial accounts and records and prepare income tax returns from accounting records
- Analyze financial statements and reports and provide financial, business and tax advice.
Education
Masters of Art - Accounting and Finance
International University of Applied Science
Germany02.2024
Bachelor of Science - Agriculture
University of Ibadan
12.2002
Skills
- Customer relationship development
- Manage cash flow
- Budget forecasting
- Write reports
- Accounting management
- Plan budgets
- Regulatory compliance monitoring
- Build customer relationships
- Coordinate training
- Fraud prevention
- Financial reporting oversight
- Recruit well-qualified staff
- Financial management
- Asset protection
- Workflow coordination
- Complaint Handling
- Call Center Management
- Customer satisfaction measurement
- Policy Enforcement
- Sales Support
- Customer Feedback Analysis
- Workforce Planning
- Escalation management
- Empathy Development
- Remote Team Management
- Brand representation
- Service Improvement
- Customer Engagement
- Call center experience
- Online chat and email
- Relationship Building
- Call Control
- Customer Relationship Management
- Appointment Coordination
- Team training and development
- Customer Retention
- Account Management
- Marketing
- Documentation and notes
- Customer Service
- Hiring and Training
- Training and Development
- Managing Operations and Efficiency
- Documentation And Reporting
- Negotiation and Conflict Resolution
- Administration and Reporting
- Employee Development
- Cost Control
- Budget Management
- Business Planning
- Human Resources Management
- Budget Administration
- Brand Management
Certification
- Institute of Certified Public Accountant (CPA)
- The Institute of Chartered Accountant of Nigeria (Accounting Technician Certificate)
Volunteer Experience
- Program Officer, Deon Recreational Centre, Greater Accra, Ghana, 12/01/22, 01/01/23
- Accountant, Deon Recreational Centre Restaurant, Greater Accra, Ghana, 02/01/22, 08/01/23
- External Auditor (Team), College of Education Agbor, Agbor, Nigeria, 03/01/03, 04/01/03
- External Auditor (Team), Ozoro Polytechnic Delta State, Ozoro, Nigeria, 09/01/14, 10/01/14
Affiliations
- Institute of Certified Public Accountant of Nigeria (CPA)
- Institute Of Chartered Accountatnt of Nigeria (AAT
Languages
English
Timeline
Customer Service Director
Loveworld International School Nungua
12.2021 - Current
finance
maxlen memorial college lagos
04.2014 - 11.2021
auditor
Onyeka E. and partners
06.2012 - 04.2014
head bank fund transfer
Ecobank Nigeria Plc
10.2010 - 02.2012
Head ,bank customer service
Ecobank Nigeria Plc
11.2005 - 10.2010
auditor
Onyeka E. and partners
09.2004 - 10.2005
account trainee
national youth service corp
09.2003 - 08.2004
tax
L.O.M and associates
12.2002 - 09.2003
Masters of Art - Accounting and Finance
International University of Applied Science
Bachelor of Science - Agriculture
University of Ibadan
- Institute of Certified Public Accountant (CPA)
- The Institute of Chartered Accountant of Nigeria (Accounting Technician Certificate)
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