CAREER HISTORY
NOVO HEALTH AFRICA LTD. February 2013- date
Regional Client Service Administrator (covering 11 States)
Develop budgets and goals for customer service operations.
Diagnose and resolve complex complaints that are escalated and cannot be resolved by customer service associates.
Develop, maintain and implement plans to achieve and retain business growth targets.
Design strategies to develop and maintain clients’ needs, successfully converting enquiries and low yield accounts into firm contracts and profitable retainers.
Develop and direct long range strategies, as well as managing annual business planning processes for increased cost-effectiveness, efficiency, focused business direction and greater market coverage.
Manage and drive growth and profitability plans in line with corporate goals and competencies.
Establish successful productivity and performance management systems leading to improved resource utilisation and increased productivity levels.
Define and revise monthly, quarterly, and annual targets for the region.
Prepare reports and deliver presentations during client meetings.
• Lead and motivate staff in handling change, building trust, and partnership with respect to customer care.
• Perform timely performance evaluations and evaluate all Customer Care Staff on communication skills and technical knowledge.
• Create methods to provide feedback and Quality Assurance on identified errors.
• Capture and report on all Customer Care measurements, production, and turnaround time metrics.
• Identify opportunities for improvement and work on meeting and exceeding customer expectations
• Accountable for results of major programs in terms of cost, direction and people management
• Responsible for the high-client relationship.
CITY LINK LTD UK. June 2012 – August 2012
Customer Relations Team Leader
• Oversaw 20+ customer service representatives, directly monitoring and coaching their call center performance.
• Resolved escalated customer complaints and issues, ensuring one call resolution.
• Facilitated team meetings; created agendas.
• Filled in for supervisor when needed.
• Generated monthly reports and distributed to appropriate internal customers.
• Provided updates to the CRM (Client Relationship Management) database.
• Participated in initiatives and responded to requests for help to contribute to team and department success.
• Evaluated and modified job posting content to maximize relevant exposure.
• Ensured support processes, documentation, and procedures are in place and tested for all new systems introduced.
• Trained, assisted, and mentored new employees in the department;
• Provided team leadership to achieve identified performance metrics and targets;
• Worked with workforce management tools and business tools to monitor calls and emails to ensure schedules were achieved;
• Conducted performance appraisals and feedback sessions as needed;
• Delegated identified tasks as appropriate;
• Perform quality processes; email, procedures, phone skills
CITY LINK LTD UK. October 2011 – June 2012
Customer Relations (Complaints) Adviser
• Reviewed customer complaint correspondence noting any changes or actions taken and initiating follow-up contact with
customers.
• Improved customer retention by dealing quickly and efficiently with escalated customer queries.
• Feedback routing- Proactively contacted the customer when a handover has occurred in order to set expectations.
• Feedback capture- Captured all details and progress of customer complaint/feedback and categorized it within the system.
• Feedback resolution- Identified a resolution that was fair to the organization and customer where possible.
• Achieved KPI’s whilst maintaining excellent quality.
• Identified and communicated patterns, trends and potential issues.
ASOS LTD UK. July 2011- October 2011
Customer Service Advisor
• First point of resolution for all customer service related enquiries.
• Provided relevant updates on social networking sites.
• Ensured that all customer queries are responded to adhering to service levels.
• Checked various correspondences for quality and create related documentation.
• Responsible for processing customer refunds
• Responded to customer queries via email and telephone.
• Liaised with other departments within the company in order to resolve customer problems as well as provide an accurate
tracking service.
• Improving customer retention by dealing quickly and efficiently with escalated customer queries.
• Developed and maintained excellent communications with other teams to ensure a coordinated approach to all objectives.
• Responded to all enquiries from all clients up to the first level resolution and refer any second resolution calls to other sections across the organisation as appropriate.
• Contribute to the provision of an excellent service to internal and external customers by ensuring the prompt, efficient and accurate handling of all enquiries.
• Contribute to and support the efficiency and effectiveness of the Customer Service team
SITEL UK, April 2011- July 2011
Customer Service Advisor
• Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.
• Improve customer retention by dealing quickly and efficiently with escalated customer complaints.
• Complete daily reports and present to management teams.
• Exercise judgment when dealing with a wide range of situations to reach balanced resolutions which meet both
Customer’s expectations and service levels.
• Answer customer enquiries regarding accounts, products and service details
BUCKERS CONCEPT, Jan 2006- Feb 2011
Sales & Marketing Manager
• Consistently generated additional revenues while utilizing thorough product knowledge and friendly sales techniques to up-sell product specials and complementary items
• Formulated daily and weekly sales and activities report
• Responsible for merchandising, ordering and maintenance features along with necessary cash and inventory control
• Worked towards weekly and monthly targets.
• Ensured the consistent achievement of customer service levels and standards in all stores to enhance the brand image, growth, profitability and Bucker’s unique selling point (customer service).
• Lead and managed with support from Retail Supervisors all customer service officers in the store and provide customer service grooming for every other store staff.
• Performed quarterly staff performance evaluations on customer service skills and relationship; escalated to the business weak points, and recommended the implementation of corrective measures taken.
• Identified and addressed development needs for floor staff on customer service and also developed staff training programs and reference manuals on customer service.
• Formulated and implemented customer service policies and procedures; recommended improvements in service procedures and did an annual review of service procedures.
• Determined customer service requirements through surveys, focus groups and benchmarking best practices; and analyzed data to identify strategies for improvement of service, productivity and profitability.
• Resolved escalated customer service issues, established comprehensive customer data base and coordinate focus groups and customer satisfaction surveys.
• Developed departmental budget and control costs.
• Coached new recruits on Buckers customized customer service delivery.
• Developed and implemented customer service policies and procedures
• Defined and communicated customer service standards.
• Reviewed and assessed customer service contracts.
• Developed and implemented the Marketing plan in collaboration with Sales to meet company objectives.
• Development, implementation and supervision of overall sales and marketing strategies in order to increase the company’s market share and profitability.
• Coordinated the development of innovative product and service categories.
• Identified new markets in order to maximize sales and marketing opportunities.
• Manage and deepen customer relationship of both existing and prospective clientele, with a view to increasing customer loyalty and satisfaction.
• Identify market segments, define and execute marketing strategies.
• Created and manage Client Relationships.
• Created new business opportunities and achieve business targets.
• Successfully plan and participate in real Estate Exhibitions.
• Prepared sales reports in prescribed formats for management
FORTUNE INTERNATIONAL BANK Plc. 2001-2006
Cash Officer,
• Supervised a team of 5 tellers
• Managed cash movements/flow.
• Balanced cash accounts.
Funds Transfer Officer.
• Issued managers cheques and bank drafts to customers.
• Booked temporary overdrafts.
• Processed outwards/inward clearing cheques.
Customer Relations officer
• Responsible for opening new customer accounts and general customer relations.
Bank Teller
• Handled various accounting transactions and reconciliation tasks
• Provided account status data whenever required
• Informed customers about various bank products
Sirpi -Alusteel Construction Ltd, March 2000-Jan 2001
Tendering and Training Officer,
• Prepared job tenders and evaluated bids.
• Responsible for staff training and evaluation.
EDUCATION
Bachelor of Science.
Rivers State University of Science and Technology
Major- Physics(Ed.)
PROFESSIONAL DEVELOPMENT
Alison
Diploma in Customer Service
CityLink
Customer Service Basics
Customer Service on the telephone
Staying Close to the Customer
Augusto & Co
Basic Accounting , Bank Operations., Financial Analysis, Basic Treasury Skills, Core credit-Commercial lending, Understanding banking business.
Tom Associates
Workshop on effective communication and business writing skills.
Nigerian Drug Law Enforcement Agency
Anti money laundering
National Institute Of Marketing Of Nigeria
Excellent Customer Service
