Minister of The Church of Pentecost

• Sep 2021 - Present

CALL CENTER AGENT

• Nov 2014 - Oct 2016

• Handled Customer complaints and suggestions  Rapt attention was given to all customers who called to complain and make suggestions as to how MTN could improve on its service delivery to its customers. • Forwarded customer suggestions and complains to Management  This was done by transferring each suggestion and complains received from customers to the appropriate quarters using the Concierge software. (A software developed to display all the information of customers as well as send complaints and suggestions they bring) • Called customers back as a follow up to their complaints.  This was done by going an extra mile to reach and satisfy our customers by following up on their complaints to ensure that they are well solved. • Provided solutions to customers problems whenever the need arose  Ensured that, not all complaints were forwarded to management for solutions, but ensured that I solved and provided solutions and answers to questions and problems that puzzled customers. • Ensured that the customers received best in class service by living the MTN customer Charter life.  This was achieved by putting the customer’s interest first and being there for my customer regardless whatever it took and that was the MTN customer Charter. (Customer Charter referred to the list of customer service rules that every employee was expected to abide by in providing excellent customer service to our customers. • Received a Net Promoter Score (NPS) of 10, a 100% resolution and explanation rate representing a PROMOTER from customers as a feedback regarding the way I delivered my services to them.  This was achieved by being patient, polite and respectful in handling my customers especially angry and frustrated customers and ensuring that I turned all customers who were likely to give me a Detractor score into Promoters by identifying and satisfying their needs at the end of my conversation with them. Show less

Call Center Representative

• Nov 2014 - Oct 2016

• Handled Customer complaints and suggestions  Rapt attention was given to all customers who called to complain and make suggestions as to how MTN could improve on its service delivery to its customers. • Forwarded customer suggestions and complains to Management  This was done by transferring each suggestion and complains received from customers to the appropriate quarters using the Concierge software. (A software developed to display all the information of customers as well as send complaints and suggestions they bring) • Called customers back as a follow up to their complaints.  This was done by going an extra mile to reach and satisfy our customers by following up on their complaints to ensure that they are well solved. • Provided solutions to customers problems whenever the need arose  Ensured that, not all complaints were forwarded to management for solutions, but ensured that I solved and provided solutions and answers to questions and problems that puzzled customers. • Ensured that the customers received best in class service by living the MTN customer Charter life.  This was achieved by putting the customer’s interest first and being there for my customer regardless whatever it took and that was the MTN customer Charter. (Customer Charter referred to the list of customer service rules that every employee was expected to abide by in providing excellent customer service to our customers. • Received a Net Promoter Score (NPS) of 10, a 100% resolution and explanation rate representing a PROMOTER from customers as a feedback regarding the way I delivered my services to them.  This was achieved by being patient, polite and respectful in handling my customers especially angry and frustrated customers and ensuring that I turned all customers who were likely to give me a Detractor score into Promoters by identifying and satisfying their needs at the end of my conversation with them. Show less