Marcel I.

Experience

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  Selected Service Provider

  Sept 2009 - May 2014

  Customer Service Advisor

  • Applied tools that help companies share information, manage business processes, and convert raw data into information to manage business processes more effectively and improve the ability to make informed decisions.• Handling customer enquiries, answering any questions and queries in person, over the phone, or online. • Developed an impressive sales plan and executed sales through effective sales methodology; achieved the highest sales volume for three consecutive months• Answering customer queries and ensuring that a customer’s query is attended to in a professional and friendly manner.• Ensuring customer satisfaction at all levels.•Achieved the best staff of the year award (2013).• Coordinate with departments to maximise customer satisfaction rate.•Making sure that all Health and Safety procedures are adhered to.•Delivering reports and presentations to senior managers and colleagues.•Handled client queries professionally and followed up till completion. •Asking the right questions in order to understand customer needs and also identify the best solution for them.• Adhering to company’s policies and procedures when assisting customers. Show less

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  Arsenal F.C

  Nov 2010 - Feb 2012

  Customer Service Advisor

  • Ensured customer satisfaction and happiness at all levels.• Coordinate with departments to maximise customer satisfaction rate.• Cross-selling products and services to meet customer needs.• Asking the right questions in order to understand customer needs and also to identify the best solution for them.• Delivered excellent customer service while ensuring customer satisfaction.• Cash Handling and balancing of tills.

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  Nigerian Export Promotion Council (NEPC)

  Aug 2014 - Dec 2015

  Export Expansion Grant Data Processing Officer

  .Capturing and analysing export data for the processing of Export Expansion Grant..Keeping track of different market prices of non-oil products from different countries for Nigerian exporters..Updating exporter's profile..Vetting of exporters' application documents to confirm accuracy and validity for the Export Expansion Grant (EEG). Periodic inspection of factories and facilities of exporters to validate their claims..Report writing and extensive use of Microsoft Office..Delivering reports and presentations to Directors and colleagues. Show less

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  TechCity

  Jan 2016 - Sept 2019

  Customer Service Manager

  .Managed a team of 4 customer service representatives, overseeing daily operations and ensuring a high level of customer satisfaction..Managed all customer escalations including service issues and retaining accounts..Monitored and analysed customer inquiries and complaints, ensuring timely resolution, and providing satisfactory solutions..Developed and implement customer service strategies, policies, and procedures to enhance overall customer satisfaction and retention..Completed quick, appropriate and accurate research and investigations to provide an appropriate response to customer problems..Conducted training sessions for customer service representatives to enhance product knowledge and customer service skills..Handle escalated customer inquiries and complaints, demonstrating empathy, problem-solving skills, and a commitment to finding satisfactory resolutions. Show less

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  Green Street Media Network

  Jan 2016 - now

  Customer Service & Operations Manager

  Managed a team of 8 customer service representatives, overseeing daily operations and ensuring a high level of customer satisfaction.Monitored and maintained health, safety and security of self and adhered to GSMN Health and Safety policies, procedures and codes of safe working practice.Conducted regular training sessions for the team to enhance product knowledge and communication skills, leading to improved service delivery.Monitored and analysed customer service metrics, identifying areas for improvement, and implementing strategies to enhance overall performance.Collaborated with cross-functional teams to address escalated customer issues and implement solutions, fostering positive client relationships.Identified inefficiencies and made recommendations for process change/improvements which led to the company saving costs.Coach and mentor members of the team who require additional support.Handled service complaints and provided feedback where appropriate to members of staff and departments.Provided regular reports and insights to management, enabling informed decision-making.Drafted complex complaints and made myself readily available for all questions relating to the service that we offer.Ensuring resources are utilized optimally and KPIs are consistently met whilst ensuring ruthless financial efficiency.Managing contracts with clients, vendors and partners.Driving operational performance through process management and improvements that resulted in positive change for clients.Engaged in high-level negotiations, generating lucrative contracts, and building beneficial partnerships with clients via regular, productive communication.Identified Inefficiencies and made recommendations for process improvements.Oversee inventories, order new equipment and schedule repairs for damaged equipment. Show less