Experience

• 

  Astute Trainers and Consultants Limited

  • Customer Service Team Lead

    • 2017 - Present

    Leading the coordination and monitoring of timely resolution for customer complaints.Ensuring the efficient escalation of issues to the relevant units for swift and positive resolutions.Providing training to team members for continuous knowledge enhancement and product expertise.Conducting thorough reviews and meticulous documentation of inbound calls for quality assurance.

• 

  Guaranty Trust

  • Lagos

  • Customer Care Representative

    • Mar 2015 - Feb 2017
    • Lagos

    Demonstrate unwavering composure when handling challenging consumers while upholding a professional demeanor.Proficient in telephone etiquette.Identify the caller's intent and purpose.Engage prospective customers by addressing inquiries about products and services, and recommending additional offerings.Proficient in cross-selling techniques.

• 

  Airtel Nigeria

  • Ibadan, Nigeria

  • Customer Care Representative

    • Apr 2013 - Dec 2014
    • Ibadan, Nigeria

    Effectively resolves product or service issues by understanding the customer's concerns, identifying the root cause, and providing a clear and optimal solution, including necessary corrections or adjustments. Ensures follow-up to confirm resolution.Proficient in cross-selling product offerings.Skilled in handling SIM swaps.Capable of routing calls to the appropriate resources for specialized assistance.Maintains comprehensive call logs for documentation and analysis