Customer Service Manager

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CHUKWUEMEKA, AMAKA CHINELO

Customer Service Delivery Professional

**, ******* ****** ******, ******* 100234, Lagos.

********@*****.***

+234.802-***-****, +234.803-***-****

Profile

Amaka is a passionate, highly skilled, dynamic and result driven Customer Service Delivery Manager; a Customer Service Professional with over 10 years' experience in Contact Center/Customer Service Delivery Management. She possesses exceptional experience in Customer Service Management, Client Relationship Management, Contact Center Service Delivery Management and Project Management. A solid track record in managing call centers from commencement phase to operational phase to ensure a sustainable growth as well as achieving agreed targets within call center operations. Innate leadership abilities to build and lead teams to achieving agreed goals in customer experience and engagement activities leading to client retention as well as loyal customers. Career Objective

To achieve top management position in a dynamic and growth oriented organization by channeling my energies and personality profile in an area with meaningful contribution to the employer

Skills

Leadership skills, coaching and motivational skills, negotiating skills, training skills, team player skills, organizational skills, computing skills (professional knowledge of Excel, Word and PowerPoint), and good problem solving skills. Creative and able to work well under pressure, good presentation skills and self-motivated, good interpersonal skills, creative thinking and innovative skills

Working Experience

Consol Limited

Contact Center Operations Manager: Contact Center 2018 to date

Managing and overseeing the daily running of the company’s Multi Contact Center, a key customer management strategy for its clients

Responsible for the management of the various arms of the Multi Contact center services which includes:

o Inbound Contact Center

o Outbound/Telemarketing and customer engagement services o Social Media, Email, Live Chat Interaction channels, Quality Assurance, MIS and Workforce Management

o Training unit

Successful set up and implementation of various call centers for Consol clients (Projects) - Telecommunications, Financial Services, FMCG, Logistics, Utilities; as well as deployment of Contact Center and CRM solutions

Manage Contact Center quality of service delivery to ensure Client’s expectations are met at all times

Develop and ensure effective escalation and resolution process is in place to handle more complex customer complaints or enquiries.

Regularly analyze Contact Centre performance statistics to ensure that it is in line with KPIs for presentation at management meetings

Identify, and implement tools and methodologies for improving service delivery and performance.

Conduct performance reviews to identify skills gap and training needs for direct reports 2

Ensure the work environment encourages staff motivation, good work ethics and professionalism

Responsible for hiring, training, mentoring, development & coaching of all contact center staff to ensure motivation of staff for higher retention rate in conjunction with HR

Development of contact center operations manuals, rewards and recognition policies, onboarding process, grievance and sanction grid specific to contact center in conjunction with HR

Tech Mahindra (Airtel Nigeria BPO)

Acting Country Head /Assistant Manager: Contact Center Operations (2012 – 2018)

Managing overall contact center operations and achieving all targets jointly set with company client – Airtel Nigeria

Ensuring that policies and procedures are clearly communicated and embraced by all employees.

Responsible for overseeing call center employees and day-to-day efficient running of the call center.

Identifying and drawing up process changes for improved quality & workflow for the contact center.

Connect minute/productivity computation & performance analysis to ensure that all KPIs are met.

Identifying and highlighting all impacting occurrences, while performing trend analysis of same.

Providing timely departmental operational reports.

Identifying and recommending opportunities to maximize customer satisfaction

Identify and implement tools and methodologies for improving service delivery and performance.

Conduct Staff performance reviews, identify skills gap and staff training needs for direct reports

Maintain a highly motivated work environment that encourages staff motivation for better performance

Mentoring, coaching and motivating staff to ensure higher retention rate as well as manage company shrinkage.

Manage contact center performance scorecard, ensuring appropriate rewards and incentives are provided for top performer identified through the contact center performance scorecard process delivered.

Ensure appropriate Training programs are in place to meet skills requirement for optimum Contact Centre Operations

Airtel Nigeria

Team Lead: Contact Center Operations (2009 - 2011)

Assessment of CC Agents’ call quality and performance through call monitoring

Compilation and analysis of call center performance reports

Ensure that team meets all necessary performance targets and ensuring the business meets operational goals.

Handle escalations from agents and ensure resolutions of customer queries

Coaching, feedback, mentoring and training to develop team members for efficient performance and delivery of excellent customer service

Conducting interviews for new hire

Assisting to ensure that Airtel Nigeria meets the customer service expectations of its clients within specified SLAs

3

Analysis of incoming call volume on continuous basis to ensure agreed service levels are achieved

Compiling daily/weekly/quarterly reports on team’s performance and customer feedback

Achieve Quality Customer Service by being proactive in meeting and possibly exceeding client’s expectations.

Managing the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets Zain Nigeria

Postpaid Consultant: Postpaid and Dealer/Trade Partners Helpdesk (2007 - 2009)

Resolving queries from postpaid customer, dealers and trade partners

Attending to all billing enquiries and bill reconciliation for postpaid clients and resolving any billing issue that may arise

Giving customers focused service that adapts with demand of the business

Manage and implement Zain’s trade partners queries, complaints and feedbacks, resolve customers complaint

Delivery of high and efficient customer service

Responding flexibly to changing customer requirements as well the willingness to establish the root cause of the problem and finding a complete solution Zain Nigeria

I.T. Quality Assurance - on secondment (2008 -2009) Service desk

Coordinating first line and third party support group through monitoring tools log, resolution report and functionality statistics

To resolve high percentage of first call resolution of all known error logs concerning the network

To ensure change in it service catalogue, human resources data company structure and known error is incorporate in the company’s data base

Providing management information and recommendation for service improvement.

To ensure that all projects/issues assigned are resolved and also to ensure all operational processes and procedures are documented

Celtel Nigeria

Outbound Call Center Agent - Telemarketing (2007 - 2008)

Updating customers with the latest information on a product or a service and assisting them with their queries

Making outbound sales calls to customers and prospective customers

Advising customers on best packages to suit lifestyle and also to avoid churned numbers on the network

Carrying out customer satisfaction surveys frequently to measure customer satisfaction V-Mobile/Celtel Nigeria

Call Center Agent: Inbound Call Center – Prepaid (2004 – 2007)

Ensuring delivery of high customer service to subscribers and enlightening them of company products

First line support for resolving all subscribers’ query/issues.

Capturing subscriber details on the applicable system within service level requirements

Receiving incoming subscriber calls and resolution of queries as regards mobile issues 4

Proper and accurate logging of faults on CIMS for subsequent resolution retrieving/recording of subscribers bio data.

NetXpress Ltd (VSAT Internet Service Providers)

Customer service officer (2002 – 2004)

Attending to all customer enquiries

Internet support technical staff

Computer administrator

Collation of weekly income and expense reports

Ministry of Health

Nutrition Officer - NYSC programme (2001)

Involved in organization of door to door immunization programs

Nutrition and dietetics adviser for Central and Military Hospital, Benin

Organization of AIDS campaign with UNICEF

Academic Qualification

University of Nigeria (UNN), Enugu – Nigeria

B.Sc. in Human Nutrition and Dietetics, 2000

2nd

Class Upper Division

University of Nigeria Secondary School, Enugu – Nigeria Senior Secondary Certificate, 1994

Professional Qualification/Certifications

Computer Studies Diploma - UNN

Customer Service Certificate Masters Programme (Career Forte – USA Affiliate)

Member, International Customer Service (In View)

Member, Nigerian Institute Of Personnel Management (In View) Awards /Achievements

Constant quality champion in the Call Center in terms of performance and quality (2004 - 2007)

Pat on the back award for Best Call Center Manager (2013)

Best Manager Award – Contact Center operations (2017)

Training for CCADP for new hire in Airtel call center (Customer handling skills)

Member, project group on drastic turnaround on performance in call center operations Projects Handled

New Call Center Set-up: Developed, implemented and designed strategies to set-up the new call center for Airtel Nigeria Customer Care by Tech Mahindra in Abeokuta, Ogun State (2012)

New Call Center Set-up: Involved in the recruitment of at least 600 call center agents for the new call center for Airtel Nigeria Customer Care by Tech Mahindra in Abeokuta, Ogun State (2012)

AHT Reduction Project: Ensured and managed the Tech Mahindra/Airtel Call Center AHT (Average Handling Time) reduction process successfully to boost performance productivity of the center in general thereby increasing revenue.

New LOB Set-up: Developed, implemented, pioneered, and designed strategies to successfully set up a new B2B unit called Enterprise Helpdesk for the Airtel Call Center which handles all customer queries for Airtel Enterprise customers like Banks, IT firms, Oil & Gas firms, etc.

5

Training/Workshops/Courses

Leadership Skills (2017 & 2018)

Driving Employee Motivation (2014)

Interviewing Skills (2014)

Decision Making and Problem Solving (2014)

Report Writing Skills (2010)

Conflict Management Training (2008)

Security Awareness Training (2009)

Maintaining Work Life Balance (2009)

Time Management Workshops (2009)

Leadership Skills and Supervisory Skills Training (2010)

Service Monitor training (2013)

Avaya CMS Training

Stress Management Training (2008)

Telecommunication Administration And GSM Technology (2005) Interests and Hobbies

Managing and leading people, Value delivery to consumers, Business process analysis & management, Travelling, Swimming, Reading, Music, Meeting people Referees to be supplied on request

Contact this candidate