About Me

Rosemary Dickson M.S

Customer Service Representative

Email: gozmine@gmail.com

Phone:  +447827466534

Professional Summary
Experienced Customer Service Representative with over 5 years of expertise in over-the-counter services. Skilled in assessing client needs, verifying information, and processing payments. Committed to ensuring client satisfaction and compliance with policies and procedures

Skills
–          Data Entry and Budget  Administration                –   Administrative Procedures

–          Excellent Oral and Written communication           –   Inventory Control

–          Work Prioritization and Report Preparation           –   Microsoft Office

Work Experience
One Stop Store (Tesco Subsidiaries) – Shift Manager

Jan 2023 – Present                                                                                                            Hull, UK

●       Oversaw cashiers’ drawers, ensuring accurate payment processing and preventing 70% of financial losses.

●       Achieved 100% customer satisfaction by promptly resolving issues within 4 minutes.

●       Managed store operations, including merchandise displays, order processing, and adherence to safety policies; supervised close-down duties and participated in community charity events

Ashgrove Energy – Customer Service Supervisor

Jun 2021 – Dec 2022                                                                                                          Lagos, NG

Processed Payments, and managed 100% online chatbots for efficient service delivery, handled cash balancing resulting in a 50% increase in monthly customer account reconciliations
Collaborated on branding strategies aligned with company objectives; managed promotional materials and social media
Updated and maintained accurate customer records in the database, ensuring data integrity
Eterna Plc – Customer Service Supervisor

Jan 2016 – Jul 2021                                                                                                            Lagos, NG

Managed 45+ daily calls, addressed billing inquiries, complaint resolution using CRM software (Zendesk), processed payments, and retained 25+ customers monthly using chatbots
Collaborated with 6 departments to monitor order shipping, reducing fulfillment delays by 23%.
Implemented CRM software, executed annual satisfaction surveys, and provided coaching, resulting in a 30% increase in customer activities and a 14% boost in customer satisfaction
Eterna Plc – Customer Service Representative

Jan 2015 – Dec 2015                                                                                              Lagos, NG

Achieved over 95% customer satisfaction through effective call handling and follow-up procedures.
Managed customer records and billing using Sage ERP software; handled 40+ daily phone calls and increased retention by 26%.
Provided administrative support, including data entry, record-keeping, and correspondence; maintained a welcoming lobby for client comfort
Education
University of Hull – MSc Logistics and Supply Chain Management

Lagos Business School – Leading 21st Century Team

Lagos State University – Bachelor of Science, Industrial Relations & Personnel Management

Certification & Training
Certified Customer Service Expert

Emotional Intelligence and Anger Management

Advanced Customer Service