Customer Success Specialist

• Jun 2022 - Present

Customer Service Representative

• Jan 2019 - Aug 2022

Virtual Channel (Email) Support (September 2016 – till date)• Collate Daily Report showing details of daily task by each Team member and forward to the management.• Effective use of Customer Lifecycle Management (CLM)tool for query resolution.• Generate a weekly dashboard report showing a comparison of total queries received/resolved between the first week of the current week or month and the first week or month of the previous month stating reasons for increase or decrease.• Collate weekly operational challenges experienced, developments and then focus for the next week..• Follow up on all escalated queries to ensure prompt resolution of customer queries• Hosting huddle meetings of about 30-100 people thereby educating Team members on various Products And Services, Functionalities, Features And Competitive Advantage• Provides accurate and timely communication to all applicable parties (support teams) on any customer support issue• Attends regular operational and business review meetings • Provide information regarding account or product enquiries. • Escalate and route customer issues to the relevant process operators.• Perform necessary system transactions related to customer request. • Use organization and time management tools to track cases and meet turn-around-times and other required metrics.• Maintain Integrity of managing subscriber data/information.• Identify and report on customer impacting trends.• Enlighten and educate customers on new products and initiatives within MTN. • Educate customer on use of products and services.• Document actions taken to resolve client problems.• Identify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard.• Follow through on customer queries ensuring prompt resolution and feedback.

Customer Care representative

• Aug 2011 - Dec 2018

Online Customer Care Representative, MTN Nigeria August 2011 – September 2016Responsibilities• Identify and resolve customers’ queries effectively and efficiently whilst ensuring customer’s satisfaction.• Provide quality customer service at all times• Enlighten and educate customers on new products and initiatives within MTN.• Promote teamwork and organizational success..• Review trends in the telecommunications industry, identify and evaluate advances in telecom technology and markets and project knowledge of competitive trends and industry direction to aid management in developing business plans. • Review business and make recommendations on opportunities to increase revenue. • Up-selling and cross selling of company product and services.• Troubleshooting of data modems and handset related queries.

Assisstant Secretary

• Apr 2008 - Feb 2009

• Verification and filing of all staff details in the Audit department • Using a variety of software packages, such as Microsoft Word, Outlook, PowerPoint, Excel, Access, etc., to produce correspondence and documents and maintain presentations, records etc.• Organizing and storing paperwork, documents and computer-based information • Verification and filing of all staff details in the Audit department • Using a variety of software packages, such as Microsoft Word, Outlook, PowerPoint, Excel, Access, etc., to produce correspondence and documents and maintain presentations, records etc.• Organizing and storing paperwork, documents and computer-based information