Scrum fundamentals certified [SFC] and a highly motivated professional with 5years cognitive experience in telecommunications, e-commerce and sport betting. I have core competencies in customer experience, retention, telemarketing and issue resolution. I work diligently and I deliver exceptional results.
Areas of Interest
General
Education
Telecommunication
FMCG
Logistics
Government
Sales
Agriculture
Entertainment
Travel
Health Care
ICT
Creative Industry
Skills
Effective Communication
Problem Solving
Critical Thinking
Multi-Tasking
Microsoft Word/Excel
Powerpoint
Active Listening
Persuasion
Work Experience
Contact Center Operations Team Lead
Outcess Solution Nigeria Limited
2019 - 2020
Lagos, Nigeria
• Manage Airtel Closeloop team and call center daily operations including workforce.
• Monitor and lead call center performance through various statistical and reporting methodologies.
• Monitor trends based on calls, issues, queries and through which these tools make recommendations on how to improve the quality of services to customers.
• Manage and handle complex call referrals.
• Managing, resolving and escalating customers issue for permanent fix to ensure customer satisfaction.
• Identify customer needs and drive opportunities in line with Airtel global business strategy, category, portfolio, processing through the opportunity management and sales process.
• Creating team spirit amidst advisor for team floor and center target to be met.
• Coaching and teaching individuals on customer’s resolutions and sales technique in line with business process.
• Carry out side by side assessment of direct report and provide prompt feedback and coaching.
Call Center Support
Outcess Solution Nigeria Limited
2018 - 2019
Lagos, Nigeria
• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Making sales or recommendations for products or services that may better suit client needs.
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Adhering to all company policies and procedures.
Contact Center Specialist
NairaBET.Com
2016 - 2018
Lagos, Nigeria
• Respond to large amount of incoming calls and resolving customer related issues.
• Resolve customer queries and request via emails and chat platforms.
• Contact and up sell company product and services to new and existing clients.
• Complete records of telephony conversation with clients on CRM and ensuring confidentiality and integrity.
• Manage and monitor risk of worldwide sporting events.
• Setting and monitoring of cash out option available on Major leagues like (Premier League, Spanish, Germany, Italian, French, UEFA Champions League and Europe League), all Sport pre-match and in-play.
Call Centre Associate
Tech Mahindra Nigeria Limited
2015 - 2016
Ogun, Nigeria
• Obtains client information by answering telephone calls; interviewing clients; verifying information and issues in timely manner.
• Make outgoing calls to potential customers to persuade them on offered Airtel product/services in a bid to help them make informed purchasing decision.
• Respond to all first time resolution issues and escalate NFTR to backend team.
• Assist customers with line activation, voucher reloading, unsolicited services deactivation via applications.
• Contact existing Airtel users to educate them about new services and up sell products.
• Build immediate rapport with clients through friendly and engaging attitude.
• Meeting personal/customer service team sales targets and call handling quotas.
Education
University of Ilorin Sociology
B.Sc Sociology
- Pres
Ratings & Feedbacks
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Global Services
Ardova PlC
