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Philomena  Gerald-Ativie

Philomena Gerald-Ativie

A Pharmacist, Customer service experience manager
Regina, Saskatchewan

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About 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 

Experience

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

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

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