Customer Service Care

Onyekachukwu Ajaezu

Tel: 080********

Address: ** ****** ***** ******, ****** Estate, Ajah, Lagos

Email: ************@*****.***, *.******@*****.***

Sex:

Male

Marital Status:

Single

Nationality:

Nigerian

Profile:

● More than 3 year’s successful experience in customer service and support with recognized strengths in Training, trouble-shooting & coaching. Good working knowledge of Microsoft office applications. Planning/Implementing, Reporting & Evaluation. Manage wholesome VoIP softswitch systems for terminating International calls in several regions.

● MTN & ISON BPO Certified Trainer for Customer Relations & Human Development. Team player with the ability to train, motivate, and supervise trainers & customer service employees

Achievements:

● A Skill Development Executive iSON BPO Ibadan(MTN Process) assigned with the management of a Hub in the Call Centre consisting of 1 Assistant Manager Ops, 4 Teamleads and their respective agents

● Part of an 18 man team that Set up MTN Customer Care Centers in Ilorin, Kwara state, Ibadan, Oyo State & Abeokuta, Ogun State (2015).

● Successfully trained more than 1000 agents for Customer Care delivery.

Employment:

Comium Data Limited March 2017-June 2019

Customer Relations Head . Manage wholesome VoIP softswitch systems/Customer relations for terminating International calls in several regions

ISON BPO International

September 2015 – March 2017

Trainer

Quo Vadis hotel awka

Supervisor

· Customer Care content development, facilitation and Soft Skills Human Development facilitation in Human Development and Telecommunications’ Customer Service.

Data Base creation & Management for ISON BPO Operations (MTN process) Skills Development Unit

· Working with other departments and external clients to identify training needs, developing and implement same while maintaining quality management and solutions.

· Identifying and deploying talent and skills in environments that are both challenging and dynamic.

· End to end training cycle, induction, evaluation and budding coordination in MTN Call Centers in Ibadan, Abeokuta and Ilorin.

2009-2011

· Analyze sales figures and devise market and revenue management strategies.

· Recruit, train and monitor staff

· Plan work schedules for individuals and teams

· Deal with customer complaints and comments

· Address problems and troubleshoot accordingly

· Supervise maintenance, supplies, renovations and furnishings

· Manage contractors and suppliers

· Ensure security is effective

· Carry out inspections of property and services

CNSSL Ltd (Contracted for MTN Nigeria)

March 2013 - July 2015

Contact Centre Agent

· Providing timely and accurate responses to customer’s query.

. Escalating queries to the appropriate units.

· Enlightening Customers on company’s products and services.

· Verify, trouble shoot and resolve customer queries.

· Provide support to other teams/Units & Management

Education & Qualifications Obtained:

[ 2009 ]

Nnamdi Azikiwe University Awka

B.Eng, Chemical Engineering, Second Class [Lower Division]

[ 2008]

Afrihub Professional Training Institute, Anambra

Desktop Publishing

[ 2000 ]

Federal Government College Okigwe, Imo State

Senior Secondary Certificate

[ 1994 ]

Christ The Way Nur/Primary School, Anambra

First School Certificate

Languages Spoken:

English, Igbo and Pidgin

Interest & Activities:

Flair for following technological advancement, Music, Reading, Adventures and Travels

Additional Information:

Possess the following certificates;

How may I help you (Customer Care Certificate_MTN Nigeria)

Customer Relationship Management (CRM Certificate_MTN Nigeria)

Train the Trainer (TTT)/Effective Presenter Training (EPT Certificate_MTN Nigeria)

Value Based Customer Service Training (SCF Certificate_HR Exponentials)

Referees:

* Ikechukwu Ajaezu Senior Legislative Aide 2.

A: National Assembly

T: 080********

* Idoko Ogala. Manager HR learning & Delivery.

A: MTN Nigeria

T: 080********

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