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Niil Niil

Niil Niil


Customer Care Representative and Micro Finance Bank Professional
Lagos, Lagos, Nigeria

Professional Overview


Niil Niil is an accomplished customer service and microfinance professional with extensive experience in delivering exceptional client support and managing critical financial operations. Skilled in navigating complex customer inquiries, Niil has developed a proven track record of driving customer satisfaction and operational efficiency. With a strong background in the microfinance industry, Niil brings a unique blend of technical expertise and customer-centric approach to their role.

Experience Summary



Current Role


Customer Care Representative and Micro Finance Bank, Grace & Mercy Financial (Present)
  • Serves as the primary point of contact for customers, handling a diverse range of inquiries and requests with professionalism and efficiency

  • Manages inbound customer communications across multiple channels, including phone, email, and in-person interactions

  • Provides expert guidance to customers on microfinance products and services, ensuring their unique financial needs are addressed

  • Collaborates with cross-functional teams to resolve customer issues, enhance service quality, and foster long-term client relationships

  • Contributes to the development and implementation of customer service strategies, leveraging data-driven insights to drive continuous improvement


Career Progression


Customer Service Representative, iSON Xperiences (2020-12-01 to 2021-10-01)
  • Demonstrated exceptional customer service skills, consistently meeting and exceeding performance targets

  • Participated in the implementation of new customer service initiatives, leading to improved response times and enhanced client satisfaction

  • Actively contributed to team-based projects, sharing best practices and collaborating with colleagues to streamline processes


Academic Background


Bachelor of Business Administration, University of Lagos (2016-2020)
  • Specialized in Finance and Accounting

  • Graduated with Distinction, earning a cumulative GPA of 4.5/5.0


Areas of Expertise


  • Customer Service and Support

  • Microfinance Product Knowledge

  • Financial Operations Management

  • Effective Communication and Interpersonal Skills

  • Problem-Solving and Critical Thinking

  • Teamwork and Collaboration


Professional Impact


  • Received multiple commendations and awards for outstanding customer service, including the "Customer Service Champion" award at iSON Xperiences

  • Spearheaded the implementation of a new customer feedback system at Grace & Mercy Financial, leading to a 15% increase in customer satisfaction ratings

  • Contributed to the development of training materials and onboarding programs for new customer service representatives, enhancing team productivity and consistency


Conclusion


With a strong foundation in customer service and a deep understanding of the microfinance industry, Niil Niil is poised to continue making significant contributions in their current role at Grace & Mercy Financial. Driven by a passion for delivering exceptional client experiences and driving operational excellence, Niil is well-equipped to take on new challenges and drive meaningful impact within the organization and the broader financial services sector.