Prince Ndionyenmah
Quality Analyst at Outsource Global- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Credentials
-
Virtual Assistant Course
alx_africaSep, 2022- Nov, 2024
Experience
-
Outsource Global
-
Nigeria
-
Outsourcing and Offshoring Consulting
-
300 - 400 Employee
-
Quality Analyst
-
Dec 2020 - Present
• Identify individual and team skills opportunities.• Schedule regular training sessions (e.g. monthly or quarterly).• Developed and implemented Quality Assurance best practices as well as robust performance measurement model which will provide a basis for performance monitoring, appraisal and management.• Monitored and evaluated agents daily performance including inbound and outbound calls, email, live-chat, and voice mail, real time and historical.• Coached and trained Call Centre agents on the Call Centre Key Performance Indicator (KPI) Customer Relations Management, telephone etiquette.• Identified skill gaps among agents and ensured appropriate coaching and training programs are in place to meet skill requirement for optimum Contact Centre operation.• Regularly analyzed Contact Centre performance statistics to ensure that it is in line with predetermine Key Performance Indicator (KPI).• Managed Contact Centre performance scorecard, ensuring appropriate rewards and incentive are provided for top performer identify through the Contact Centre performance scorecard. Show less
-
-
Data Analyst
-
Mar 2022 - Jan 2023
● Supported the data analyst, identified and revised reporting requirements. ● Partnered with the data analyst and software development business analyst team, and identified the appropriate data sources and analysis methodology. ● Analyzed user behavior data and funnel metrics, generated recommendations for the product and feature improvements. ● Generated reports from single or multiple systems
-
-
Customer Service Representative (Pre-qualification Specialist, American Campaign)
-
Jul 2019 - Dec 2020
Assisted disabled American citizens who are entitled to get social security disability benefits by providing the necessary information needed before they can qualify for disability benefits from the social security administration.• Make out-bound calls/receive inbound calls and respond to customer's emails where applicable.• Manage, research, identify, and resolve customer complaints using available resource.• Identify and escalate issues to supervisor/team-lead.• Provide product and service information to customers.• Update existing customer information.• Document all call information according to standard operating procedures.• Recognize, document and alert the management team of trends in customer calls.• Complete call logs and reports.• Puts potential clients through a series of easy "yes" or "no" questions to determine if they can qualify for certain government disability benefits to which they may be entitled to.• Calling claimants who fall within a certain age bracket and informing them about the services the team has to offer.• Explain questions to claimants to find out if they have the necessary requirements to qualify.• Forward claimants who answer questions correctly to a disability specialist who will verify the pre-qualification questions and proceed with their evaluation.• Other duties as assigned. Show less
-
-
Sales Representative (United Kingdom)
-
Jun 2019 - Jul 2019
Making outbound calls to clients. Discussed with decision makers of European based companies and convinced them to agree on a partnership with Outsource Global as the African top explorer of services.Pitching Clients' products to prospective customers. Handling Customer requests/inquiries. Managing Client-Customer correspondence.
-
-
-
G.S.S Bachirawa
-
Ungogo, Kano
-
Teacher (NYSC)
-
May 2018 - Apr 2019
Improved students reading skill and thinking capabilities, with the effective use of Socratic questioning and innovative patterns of understanding, by developing a firm foundation in the minds of the students. Managed and paired students who already knew how to read with students who could not, and achieved a reasonable increase in the number of students interested in reading and creative writing as well. Improved students reading skill and thinking capabilities, with the effective use of Socratic questioning and innovative patterns of understanding, by developing a firm foundation in the minds of the students. Managed and paired students who already knew how to read with students who could not, and achieved a reasonable increase in the number of students interested in reading and creative writing as well.
-
-
-
Lumen Magazine
-
Umuahia
-
Writer
-
Sep 2015 - Dec 2015
Writer and editor for the Catholic Weekly Lumen magazine. Reviews all articles for content before they are published. Responsible for writing content for print media and online and ensuring the editorial content delivers the publications message and objectives. Editing, producing and proof reading high quality written material. Creating fresh content for articles, features and blogs. Handling high profile accounts and contacts. Writer and editor for the Catholic Weekly Lumen magazine. Reviews all articles for content before they are published. Responsible for writing content for print media and online and ensuring the editorial content delivers the publications message and objectives. Editing, producing and proof reading high quality written material. Creating fresh content for articles, features and blogs. Handling high profile accounts and contacts.
-
-
Education
-
2013 - 2016
Nnamdi Azikiwe University
Bachelor of Science - BS, Business Administration -
2011 - 2013
Nnamdi Azikiwe University
Higher National Diploma, Business Administration
Community
