Customer Experience Team Lead

• Jan 2023 - Present

Customer Experience Team Lead

• Apr 2022 - Nov 2022

• Trained contact center agents on customer satisfaction strategies • Resolved customers’ complaints within specified TAT • Kept records of customers’ interactions and compiling reports on overall customers’ satisfaction • Followed up strictly on complaints of refund, delayed requests, and other interactions. • Monitored and analyzed all reports from all channels to aid better customer retention strategies. • Trained contact center agents on customer satisfaction strategies • Resolved customers’ complaints within specified TAT • Kept records of customers’ interactions and compiling reports on overall customers’ satisfaction • Followed up strictly on complaints of refund, delayed requests, and other interactions. • Monitored and analyzed all reports from all channels to aid better customer retention strategies.

Customer Experience Specialist

• Jul 2021 - Oct 2021

• Trained contact center agents. • Attended to customers via various channels. • Resolved 95% of queries without escalating to supervisors. • Kept records of customers’ interactions and compiled reports on overall customers’ satisfaction • Sold, Cross sold and upsold the investment bank’s product with every interaction. • Trained contact center agents. • Attended to customers via various channels. • Resolved 95% of queries without escalating to supervisors. • Kept records of customers’ interactions and compiled reports on overall customers’ satisfaction • Sold, Cross sold and upsold the investment bank’s product with every interaction.

Customer Experience Specialist

• Jun 2018 - May 2021

 Responding to over 90 chats (Whatsapp, Twitter, Facebook and Live Chats) or calls daily and resolved 95% of queries without escalating to supervisors.  Ensuring customers’ request and complaint are escalated bank wide to ensure resolution within the Turn around Time promised to customers.  Keeping records of customers’ interactions and compile reports on overall customers’ satisfaction.  Cross sell the bank’s product with every inbound interaction  Responding to over 90 chats (Whatsapp, Twitter, Facebook and Live Chats) or calls daily and resolved 95% of queries without escalating to supervisors.  Ensuring customers’ request and complaint are escalated bank wide to ensure resolution within the Turn around Time promised to customers.  Keeping records of customers’ interactions and compile reports on overall customers’ satisfaction.  Cross sell the bank’s product with every inbound interaction

Customer Service Representative

• Jan 2018 - May 2018

 Opened, maintained and updated customers' accounts and information.  Attracted potential customers by providing answers to product and service questions.  Communicated and interfaced between internal departments and customers.  Processed customers' orders and applications  Followed up on customer interaction and provided feedback on efficiency of customer service process  Opened, maintained and updated customers' accounts and information.  Attracted potential customers by providing answers to product and service questions.  Communicated and interfaced between internal departments and customers.  Processed customers' orders and applications  Followed up on customer interaction and provided feedback on efficiency of customer service process

Commercial Agriculture: Admin Assistant

• Nov 2016 - Oct 2017

NYSC  Scheduled departmental meetings and took minutes and proceedings.  Determined inventory level and anticipated needed supplies  Accurately maintained office supplies and inventory  Professionally managed information from within and outside the department  Maintained accurate official documentations NYSC  Scheduled departmental meetings and took minutes and proceedings.  Determined inventory level and anticipated needed supplies  Accurately maintained office supplies and inventory  Professionally managed information from within and outside the department  Maintained accurate official documentations