Nduka Okikioluwa Victoria
Customer Experience Executive
Lagos, NG.About
Highly results-oriented Customer Experience Executive with a robust track record at United Bank for Africa, specializing in advanced client relations and effective complaint resolution. Expertly leverages CRM tools and Microsoft Office Suite to streamline operations, consistently enhancing customer satisfaction and fostering positive stakeholder environments. Proven ability to swiftly resolve complex issues while upholding the highest standards of professionalism and operational efficiency.
Work
United Bank for Africa
|Customer Experience Executive
Lagos, Lagos State, Nigeria
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Summary
Led customer interaction and complaint resolution efforts, ensuring high satisfaction and operational adherence within a leading financial institution.
Highlights
Systematically maintained comprehensive records of customer interactions, contributing to a 15% improvement in data accuracy for enhanced service delivery.
Managed a high volume of inbound and outbound customer inquiries, resolving an average of 50+ issues daily to maintain service level agreements.
Resolved complex customer complaints with a 90% first-contact resolution rate, significantly improving customer satisfaction scores.
Adhered strictly to communication procedures and regulatory guidelines, ensuring compliance and maintaining professional brand representation.
Tees Hotel
|Receptionist
Lagos, Lagos State, Nigeria
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Summary
Managed front desk operations and guest relations, ensuring a welcoming environment and efficient administrative support.
Highlights
Created exceptional first impressions by warmly welcoming an average of 70+ guests daily, enhancing overall guest satisfaction.
Efficiently managed all incoming guest inquiries and phone calls, providing timely support and accurate information to streamline operations.
Actively fostered a friendly and guest-focused environment, contributing to positive guest feedback and repeat business.
Provided crucial support in financial reporting and documentation, maintaining 100% accuracy and strict confidentiality for sensitive data.
Urban Day l.t.d
|Administrative Assistant
Lagos, Lagos State, Nigeria
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Summary
Provided comprehensive administrative and operational support, ensuring smooth daily functions and accurate record management.
Highlights
Delivered timely and accurate information and assistance to clients and staff, improving operational efficiency by 10%.
Managed all client inquiries and correspondence, resolving issues promptly and maintaining high levels of client satisfaction.
Ensured the integrity of client and financial records through meticulous data entry and management, achieving 99% data accuracy.
Facilitated effective communication by accurately recording meeting minutes and coordinating logistics for successful events and programs.
Optimized office resource allocation by managing supply inventory, reducing waste and ensuring continuous operational readiness.
Education
NYSC
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Service Year
National Youth Service Corps
B.Sc.Ed. Counseling Psychology
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Bachelor of Science in Education
Counseling Psychology
D'Sadegenro ICT
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Diploma
Accounting
Abeokuta Girls Grammar School
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SSCE
General Studies
Languages
English
Skills
Software & Tools
Google Workspace, Microsoft Office Suite (Word, Excel, PowerPoint, Access), Customer Relationship Management (CRM) Software, Data Entry and Computation.
Customer Service & Communication
Customer Support, Client Relations, Verbal & Written Communication, Front Desk Operations, Call Handling, Complaint Management, Engaging with Customers, Personalized Service.
Problem Solving & Management
Problem Solving, Conflict Resolution, Multitasking, Time Management, Analyzing Customer Feedback, Crisis Management, Monitoring Brand Mentions, Confidentiality, Professionalism, Record Keeping.
Interests
Professional Interests
Customer Interaction, Problem-Solving, Technology & Innovation.
Personal Interests
Music Scoring and Playing.