I hold a Masters degree (MBA) in Marketing, Post Graduate Diploma (PGD) in Management Science, Higher national Diploma (HND) in Accounting and Ordinary National Diploma (OND) in Accounting; Further had hands-on work experience in the areas of utilizing customer care services/applications to enable people stay connected, thus empowering them to communicate, collaborate and Innovate in new ways that propel business and productivity. I also have acquired knowledge from various fields such as business development and sales etc. I am a result driven multitask team player with strong technical/managerial orientation and great ability to learn fast and adapt to any environment.
Presently I am an Assistant call center manager with NowNow contact center. Here I do a whole lot among which are:
Monitoring the accuracy of service reporting and forecasting process as well as customer data base information, documenting all call information according to standard operating procedures, I ensure that the affairs of the call centre is managed properly and I ensure that agents do their best to satisfy customers’ needs appropriately, I train agents on how to manage conflicts from nagging and ranting callers and how to properly manage situations that they may encounter, I access every call quality and calibrate accordingly, I send call centre MTD, daily, weekly and monthly reports and I also attend to customers calls to resolve customer queries.
Some years ago I was an online customer care Representative with MTN Nigeria. I was excellent at my job and because of my level of professionalism, excellent communication and conflict management ability, I was assigned a Team lead role.
My flare for customer management led me to work in different organizations where I attended to customers of all sort.
I have gone through series of customer service trainings which are all listed in my CV .
I will be glad to talk more with you and also be a part of your prestigious organization. Thank you.