Experience

THE MORGANS

• United Kingdom
• Consumer Services
• 1 - 100 Employee

• Senior Analyst

  • Nov 2020 - Present



CONTACT SOLUTIONS LIMITED

• United Kingdom
• Telecommunications
• 1 - 100 Employee

• Assistant Call Center Manager

  • Feb 2015 - Oct 2016

  Recording statistics, user rates and the performance levels of the centre and preparing reports;Handling the most complex customer complaints or enquiries;Organising staffing, including shift patterns and the number of staff required to meet demand;Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.Prepares call center performance reports by collecting, analyzing, and summarizing data and trends

• call center Supervisor

  • Jan 2013 - Feb 2015

  Supervise the daily activities of the contact centre Agents (teams).Manage the resolution of customers issues escalated through the team leaders and Agents.Create a balance workforce schedule for the agents in the Contact Centre.Daily, Weekly and monthly compilation of contact centre activity and performances reports.Monitor Contact Center quality of service delivery in real time utilizing supervisor tools and processes.Ensure effective escalation of complaints, enquires or queries to the assistant/Contact Center ManagersIdentify and recommend tools and methodologies for improving service delivery performance.Identify skills gap and training needs of the Contact Center agents.Mentoring, coaching and motivating staff to ensure higher performance and staff retention rate.Conduct performance appraisal for contact center team leads and Agents (Scorecard).Ensure Agent and Team leads fully aware of the of the Contact Center rules and regulations



Contact Solution

• Team Lead

  • May 2011 - Dec 2012

  I receive customer queries, complaints and enquires on drug.I proffer solution and or escalate to relevant department.Log complaints and submit report on daily, weekly and monthly basis

• Contact Center Agent

  • Nov 2010 - May 2011

  I Receive customer queries, complaints and enquires.I proffer solution and or escalate to relevant department.



Starcomms Nigeria Ltd

• Contact Center Agent

  • Oct 2007 - Jun 2010

  Customer CareProficiency in IFS posting and ability Customer CareProficiency in IFS posting and ability