As a reliable, diligent, honest and hardworking individual, I strive to build solid relationships based on trust and also achieve a high performance level. I aspire to work in an environment which offers the opportunity to contribute meaningfully to the organization's strategic objectives, deliver value to all stakeholders and at the same time provide grounds for personal development and career progression.
MS Office (Word, Excel, PowerPoint)
10/2005 to 03/2011
CONTACT CENTER SUPERVISORAIRTEL
Involved in the creation, testing, modification and live launch of the Access Bank Business Process Management System (BPMS) application.
Providing inputs to enable the contact Center work optimally with the application.
Currently in use bank-wide by over 1000 staff.
I was involved in the creation of the processes of investigating and escalating fraudulent Online banking and card (debit/credit) transactions.
Successfully salvaged and repatriated funds fraudulently transferred to other Nigerian banks and successfully chargeback funds to cards in the tune of millions of naira.
Initiated and spearheaded the creation of a Contact Center Knowledge portal where information concerning products, services, processes and promos can be assessed by every staff in the contact center.
This improved First Contact Resolution (FCR), information dissemination.
Initiated and drove modifications on the Call center CRM application Siebel and Egain aplications to ensure all interactions with customers are properly documented and can be easily assessed.
Reviewed, modified and Implemented the existing Chat process in Contact center toensure easy access , improve customer satisfaction and encourage customer migration to the chat channel of reaching the contact center.
This reduced the number of customers on the call wait queue as an alternative means of reaching the contact center was available.
Led the least productive inbound team in the Contact Center to become the best in the last 4 appraisal periods.
Trained over 100 new employees between January, 2014 and April, 2015 on Contact Center processes, Customer experience, debit and credit card management and received commendation.
10/2005 to 11/2008
Establish and subsequently managing processes for end to end handling of complaints addressed to the company: These includes: Acknowledging receipt of the communication and investigating the complaint.
Determining the required actions (to both remedy the customer's complaint and to change the company's policy / processes to prevent further reoccurrences) Formulating a draft response to the customer Resolve and respond to customer complaints via the e-mails, Letters, sms and phone calls.
In-charge of sending out bulk sms to customers on query resolution using the sms push tools.
Conduct a post resolution follow up with the customer to ensure complete satisfaction Ensure that all interactions with subscribers result in satisfaction and delight Investigate and resolve all escalated issues within SLA Reported all cases and weekly statistics of work done to management.
Do a weekly trend analysis for specified requests and complaint types.
Resolve One network and Roaming queries POSITION: Customer Solutions Provider- (Agent Call centre Provide professional and effective services to internal and / or external customers, to meet customer expectations, particularly in terms of Quality and Timeliness in line with departmental standards, procedures and guidelines.
Build effective relationships with customers both internally and externally, and carry out internal activities as part of the support team.
Keep accurate records of discussions with customers, within the company customer support database.
Handle daily target of incoming complaints and resolves customers' queries via relevant system and application within agreed service level.
Conduct daily follow up on customer queries to ensure customer satisfaction.
Serve as support Supervisory personnel for team management.
Generate, evaluate and implement ideas for team's resource and strategy unit.
Test and report the efficiency of existing and new products and services.
Statistical, sales and marketing of company products and services via email and phone calls Understanding of different network configurations and support equipment, technical/computing skills Conduct Quality Assessment for other Agents in Hausa, English and Pidgin languages.
Train and provide information to team members on products and services PREVIOUS Employment: Ogun State Television- OGTV (Now Gateway television) Abeokuta, Ogun state.
01/2004 to 01/2005
News Reporter and Assistant producerAjuwaya's World ( Corpers' World) and Panorama News program)
Masters: Public and International AffairsUniversity of LagosPublic and International Affairs
B. A: EnglishUniversity of Ilorin, Kwara StateEnglish 2nd Class Upper) 1999-2003 Federal Government Girls' College, Gboko, Benue State-WAEC O/L,
Ahmadu Bello University Staff School
Best Access bank Contact Center Supervisor 2013 - 2015.
*Member, Celtel's Customer Care, "Call Centre Honour Roll", Since June 2006.
*Quality Champion , Celtel Nigeria since March, 2006
*Quality Assessor : Peer Evaluator
Creative Writing, Reading, Meeting People, Listening & Watching News, Good Music and Movies Additional Information: Personal Data Date of Birth: 30th June 1980 Sex: Female Status: Married State of Origin: Kogi State referees Ademola Folarin Manager - Service Recovery Unit Airtel Nigeria Plot L2, Banana Island, Ikoyi -Lagos State Ayoade Adedeji MTN Nigeria 6th Floor, Finance Corporate Head Office, Golden Plaza Building Falomo, Ikoyi Lagos State
Patents and Publications Historical Antecedents in Ola Rotimi and William Shakespeare's Plays" November 2003. Final Year Project OPTIMISM" a poem in Isiaka Aliagan's "ECHOS FROM THE MIDLAND" Ilorin 2003 Trainings: V. Mobile Customer Care Academy 2005-2015
Hobbies Creative Writing, Reading, Meeting People, Listening & Watching News, Good Music and Movies Additional Information: Personal Data Date of Birth: 30th June 1980 Sex: Female Status: Married State of Origin: Kogi State referees Ademola Folarin Manager - Service Recovery Unit Airtel Nigeria Plot L2, Banana Island, Ikoyi -Lagos State Ayoade Adedeji MTN Nigeria 6th Floor, Finance Corporate Head Office, Golden Plaza Building Falomo, Ikoyi Lagos State
administrative support, Analytical skills, banking, benefits, Business development, Business Process, Call Centre, Call center, Cash management, coaching, Communication skills, Computer literacy, Credit, Customer Relationship Management, CRM, customer satisfaction, customer service, Customer Care, customer support, database, Debit, delivery, email, English, fast, funds, Gateway, Government, hiring, TEAM LEAD, TEAM LEADER, Letters, logging, managing, marketing, meetings, Mentoring, Access, Excel, MS Office, Outlook, PowerPoint, Word, works, migration, network, Organizational, performance appraisals, performance reviews, personnel, policies, processes, progress, Quality, Quality control, recruitment, reporting, risk management, sales, Self Motivated, Siebel, Service Level Agreements, SLA, sms, statistics, strategy, Supervisory, supervision, team management, Team player, phone, Television, Trend