Experience

Airtel Nigeria

• Nigeria
• Telecommunications
• 700 & Above Employee

• Customer Service Team Manager at Airtel Nigeria

  • Oct 2014 - Present

  • Coordinate necessary services with the IT department to ensure computers and other equipment were in good working order. • Maintain detailed records of employee performance to ensure staff members were working to potential. • Create and maintain a staff training program that featured best practices for lead generation and customer retention. • Work with departments on customer feedback and requests for new products to ensure high levels of customer service are provided • Resolves service problems by clarifying the customer complaint, determining the cause of the problem, selecting and explaining the best solutions to solve the problem, expediting correction or adjustments following up on resolution. • Participate in weekly conference calls, Business Unit Feedback/priorities, merchandising feedback in office execution challenges or opportunities, review any new processes. • Ensuring feedback from the customer to further improve the customer services Route calls to the appropriate channel(s) Move complex issues or complaints to the back office. Show less



iSON Xperiences Ltd - Leading Global CX Management Company

• United Arab Emirates
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Call Center Agent

  • Sep 2012 - Sep 2014

  • Assessed customer needs based on words and tone of voice to determine the best action to take for customer retention. • Answered customer queries related to products, services or their specific accounts. • Directed inbound calls to appropriate departments or management as needed. • Escalated calls to management as requested or necessary. • Served multiple customers simultaneously in a stressful environment. • Assessed customer needs based on words and tone of voice to determine the best action to take for customer retention. • Answered customer queries related to products, services or their specific accounts. • Directed inbound calls to appropriate departments or management as needed. • Escalated calls to management as requested or necessary. • Served multiple customers simultaneously in a stressful environment.



First City Monument Bank Limited

• Banking
• 700 & Above Employee

• Financial Sales Executive

  • Jun 2009 - Feb 2012

  • Accurately completed cash register transactions. • Educated customers about product options to exceed their experience. • Interfaced with customers to determine purchasing needs, directed them to appropriate items, and recommended additional products. • Accurately completed cash register transactions. • Educated customers about product options to exceed their experience. • Interfaced with customers to determine purchasing needs, directed them to appropriate items, and recommended additional products.