Customer Experience Analyst

• Jun 2023 - Present

Customer Service Representative (Email Support)

• Oct 2016 - Aug 2023

• Provide primary customer support to internal and external customers.• Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.• Effective team management to ensure loop holes are closed and KPI's (SLA, NPS and average Quality score) are met consistently.• Collaborate with senior managements and team members to ensure exceptional customer service and achieve target results.• Ensure that team members are mentored, coached via one on one sessions and adhere strictly to policies and procedures.• Analyze customer queries and ensure team members respond as First Call Resolution (FCR) within defined business SLAs.• Onboard new employees into organization system, helping them get familiarized with available work tools, train them on work ethics as well as company's products and services.• Quickly and accurately answer customer questions, suggest effective solutions and resolv issues to increase customer satisfaction 98.9%.• De-escalate objections and disputes professionally to maintain customer management and also monitor escalated queries.• Respond to complaints received from customers by regulatory body and ensure resolution to avoid legal actions by customers• Answered product and service questions, suggesting other offerings to attract potential customers.• Clarified customer issues and determined root cause of problems to resolve product or service complaints.• Enhance 98.5% productivity levels by anticipating needs and delivering outstanding support Show less

Customer Care Agent

• Aug 2011 - Sep 2016

• While responding to 120 inbound calls per day in high call volume environment, consistency maintained with Time Management, troubleshooting appropriately, hence reduced escalations and ensure 97% customer service satisfaction• Collaborated with Quality Management team to ensure proper handling techniques are carried out when dealing with aggressive or Irate client to ensure exceptional service while maintaining Customer experience.• Managed and streamlined customer accounts using, Avaya, CRM, CEM, Egain, Minsat, when resolving complaints as First Call Resolution (FCR), thus reduced escalations• Promote upsell and cross-sell MTN products and services with its functionalities, features and competitive advantage thereby boosting monthly sales revenue.• Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.• Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collectdata and information on customer care needs/issues• Participated in regular training to maintain up-to-date knowledge on company products and policies.• Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.Key Achievements• Cross-sell and Upsell products and services at 90% rate thereby generating profit for business and upgrading customers to different product packages.• Researched calmly and rapidly resolved customer conflict to prevent loss of key accounts, hence saved cost for business Show less

Welfare Officer (Establishment and Training Department)

• Mar 2010 - Feb 2011

• Evaluated 100+ employees during pensioners retirement benefits plan, maintaining effective communication and strong ability to control tensed situations while ensuring satisfaction for each client • Implement short and long-term strategy for execution and management of employees and other related issue linked with staffs planning, budgeting, organizing and scheduling • Liaised with external and internal professionals to provide holistic support. • Highlighted additional support provisions to maximize clients' growth opportunities. • Established and maintained working relationships with clients based on trust and non-judgement. Show less