Experience

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  PAL Pensions

  • Lagos, Lagos State, Nigeria

  • Contact Center Manager

    • Nov 2022 - Present
    • Lagos, Lagos State, Nigeria

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  Leadway Pensure PFA

  • Head, Complaints Management Unit at Leadway Pensure PFA

    • Jul 2019 - Nov 2022

    • Responsible for end-to-end management of complaints and requests received via every touch point as well as managing customer complaints on the CRM.• Supervise and coordinate the daily operations of the team.• Act as the deputy for the Head of the department, overseeing the affairs of the department• Increase efficiency and team productivity by promoting adherence to operational best practices and company policies.• Initiate investigations into complex or sensitive complaints, identifying solutions swiftly and providing feedback to ensure customer satisfaction.• Supervise and guide new employees on the company’s products and services, and respond quickly to inquiries, which improves understanding of job responsibilities.• Prepare daily, weekly, and monthly complaints report or as requested by the Head of Department. Which helps business leaders with key decision-making and strategic operational planning.• Follow through and ensure adherence and achievement of the Unit’s KPIs and assigned projects• Manage the department’s Service Level Agreement with other stakeholders• Manage the department’s Standard operational procedure manual• Keep abreast of new products and services to effectively respond to inquiries and resolve complaints.

  • Team Lead Walk-In Unit

    • May 2015 - Jul 2019

    • Developed team Communication and information for training and customer interaction • Increase customer satisfaction and repeat business through the relentless pursuit of resolutions to problems arising from products and services, protecting the company’s reputation and loyal client base.• Liaise with the HOD to organize and perform standard training for new and existing staff.• Operate with high integrity, built trust, and earned sustained credibility with internal and external clientele

  • Team Lead Contact Centre

    • Mar 2013 - May 2015

    • Educate customers on the company’s products and services.• Trained, mentored, and developed new staff members with positive and encouraging techniques to maximize performance and team contributions.• Served needs of more than 120 customers on a busy day.• Managed a team of 7 Customer Experience Representatives maximizes performance and deliver exceptional service to every customer• Educate teammates on all job tasks (inbound and outbound call handling) including CRM software use.• Developed Standard operational procedures for the Contact Centre.• Prepared reports using the CCE and CRM software. • Increased customer loyalty and retention through call backs (dropped and abandoned calls).

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  Keystone Bank Limited- Resource Intermediaries Limited

  • Lagos, Nigeria

  • Teller(Operations Staff) and Contact Centre Representative

    • Jun 2004 - Feb 2013
    • Lagos, Nigeria

    • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies• Checks bills with counterfeit violet light• Counted bulk cash and carry out till balancing• Worked closely with the Contact Centre Supervisor to solve problems and handle customer concerns• Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance to our customers.• Provide information on the banks products and services via telemarketing and outbound calls. Cross selling and upselling products and services to customers as applicable.