Abidemi Akue

Customer Relations Officer

Experienced Customer Relations Officer with strong active listening skill, delivering exceptional service across multiple communication channels. Proven ability to enhance customer satisfaction by effectively resolving inquiries and providing accurate information, complemented by a solid background in compliance and process documentation. Focused on leveraging extensive product knowledge and problem-solving skills to foster positive customer experiences and drive retention.

Lagos,Nigeria
0+
Years experience
0
Language
0
Skills
Work Experience
Customer Relations Officer
Topup And Get Reward LimitedLagos, Nigeria
Dec 2021 — Present
  • Resolves 20-50 customer inquiries daily through phone, email, ticketing, and chat channels, and reviews their wallet account and transactions alongside to ensure high satisfaction levels.
  • Enhances customer satisfaction by promptly addressing concerns and providing accurate information.
  • Delivers exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experience.
  • Analyzes 150+ customer feedback weekly to identify trends and recommend enhancements to products and services to increase retention
  • Provides coaching and mentoring to new hires, contributing to their successful integration into the team
Internal Control Analyst
Leadway Assurance Company LimitedLagos, Nigeria
Jul 2006 — Nov 2020
  • Assisted in conducting several routine and special process controls activities in line with stated policies and procedures
  • Developed detailed documentation of processes for units/departments in other to enhance compliance with regulatory requirements
  • Collaborated closely with external auditors, providing requested documentation and addressing any identified concerns promptly, enhancing overall completion of the Audit work on a timely basis.
  • Participated in the improvement of internal control processes by conducting thorough risk assessments and identifying areas for improvement
  • Reduced risk of fraud and errors drastically by proactively monitoring up to 20-30+ transactional data daily for signs of potential issues.
  • Collaborated with cross-functional teams to ensure accurate implementation of internal controls on the new application used by General Business division.
  • Delivered at scheduled meetings, departmental responsibilities, evidencing milestones and feats, enabling leadership to track progress in real time and act on flagged dependencies
  • Analyzed internal control systems to identify weaknesses and recommend improvements
  • Provided several reporting for Compliance, Internal audit and external staff practices and performed any other duties as assighned
Skills
Customer ServiceActive ListeningProblem SolvingCommunication SkillsTeam CollaborationFeedback ManagementMicrosoft Officecustomer relationsReport generationProduct KnowledgeProcess documentation
Education
Bachelor of Science, Accounting
Olabisi Onabanjo University
1998 — 2002
Languages
English
Fluent
References available upon request.
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