Philomena Gerald-Ativie

I am a service centric tram player with good communication skills, very tactful and resource. A customer experience individual with well over 10 years cognate experience in 360 customer service management.

I am passionate about the first time is the best time experience of every customer and strive to ensure my service are exceptional delivered.

I have work teams and units on cross functional target driving assignments 

Dear Recruiter,

Korban Limited – Pharmaceuticals and General - Lagos  

CUSTOMER EXPERIENCE MANAGER - Sept. 2010 – Nov. 2022

• Professionally activated fifty business accounts within the first six weeks of operations
• Daily inbound call handling, responding to clients’ inquiries with efficiency. 
• Sent emails to customers and carriers and documented cases accordingly.
• Outbound call managers - feedback on customers and prospect inquiries.
• Showed empathy with attention whilst attending to customers.
• Demonstrated diplomacy, negotiating with customers in reaching a satisfactory resolution.
• Displayed high dynamism, and great listening skills while attending to customer concerns.

Korban Ltd – Retail, Lagos

CUSTOMER SERVICE EXECUTIVE - Aug. 2006 – Sept. 2010

• Exceeded 100 inbound call receipts daily, directing them to designated teams in the call center.
• Maximize upselling opportunities from feedback by redefining aftersales procedures.
• Greeted customers to facilitate services, determined service needs, and accurately input orders into electronic systems.
• Assisted approximately 95 customers each 8 hours shift, on inbound duties requests.
• Escalated customer concerns, store issues, and inventory requirements to supervisors.
• Exceeded revenue targets by promoting packages and device options to customers.
• Confidentiality of every communication during service hours.
• Upselling duties - regarding package and billing issues. 

Visafone Limited, (Defunct) Victoria Island, Lagos

CUSTOMER SERVICE EXECUTIVE - Jul. 2004 – Jul. 2006

• Inbounds calls handling.
• Showed excellent tact in approach whilst establishing trust relationships with customers.
• Answered questions about company products and services accordingly.
• Carried out some technical support duties as may be required.
• Multi-tasking on team assignments toward achieving organizational desired goals. 
• Built customer loyalty with effective solution offerings.
• Documented conversations with customers to track requests, problems, and solutions.

Chevron Nig Plc – Clinic, Gbagada, Ltd

CUSTOMER SERVICE ASSOCIATES - Sept. 2002 – Jun. 2004

• Inbound and outbound calls handling.
• Updated facility database by inputting information from each call.
• Created ways to deliver excellent customer service to problematic customers.
• Processed and tracked customer claims to ensure claims are resolved timely.
• Monitor customer satisfaction levels and develop methods for increasing them.

Omega Bank Plc, (Defunct) Victoria Island, Lagos - Nigeria

CUSTOMER SERVICE MANAGER - Jan. 2002 – Aug. 2002

Handling Inbound and outbound calls with outbound follow-up reply to all inquiry calls.

Handling and updating the facility database by inputting information from each call.

Nigerian Army Reference Hospital, Yaba, Lagos

GENERAL SERVICE OFFICER (INTERNSHIP) - Jan. 200I – Dec. 2001

• Designed and implemented customer service recovery modus operandi.
• Maintained customer information with a reduced turnaround time for correspondence.
• Schedule inter and intra-state customer deliveries. 
• Maintained patient confidence by keeping medical confidential. 
• Deliver prompt and professional solutions for customer inquiries via email and phone. 

Education

Bachelor of Pharmacy  – 1998

University of Benin, Edo state, Nigeria (Evaluated by WES)

HONOURS/AWARDS 

• Developed & implemented customer service recovery strategy – Korban Limited.             2016
• Developed & deployed service experience policy – Korban Ltd.                                     2012
• ­Medical Director’s award – NARFH, Yaba – Customer service excellence. -                             2001

TRAINING: 

* Total customer experience - 2021

* Customer service diligence training - 2019

* Needs satisfaction selling in service delivery. - 2012