Customer Service Delivery
Resume:
Ogbuagu Henry Kelechi
Lagos, Nigeria
Male
Email: *******.***********@*****.***
LinkIn: https://www.linkedin.com/in/kelechi-henry-ogbuagu-438750134
PROFESSIONAL SUMMARY
A skilled and effective customer service professional offering (5) years experience combined. Areas of strength includes:
Proven track record in resolving and reducing customer complaints and meeting customer service level agreements.
Trained staff to maximize the benefits of technology to achieve excellent customer satisfaction levels.
Responsible for successful strategic initiatives to improve team productivity and increase staff retention.
Decisive action-orientated manager who successfully takes complete ownership of the customer service function.
A dedicated manager with the ability to obtain outstanding results in a challenging environment.
SKILLS
Documentation and reporting
Understanding of negotiation
High-energy attitude
Ability to maintain goals
Call Centre experience
Customer service background
Microsoft Office
Microsoft Excel
True problem-solver
Quality control
WORK EXPERIENCE
June2022- to date SPORTY INTERNET LIMITED. LAGOS
Customer Service Executive
Responsibilities
Answers questions and resolve problems.
Define and implement customer service strategies aimed at improving service delivery and enhancing satisfaction/experience to all customers via the contact centre channel.
When a customer calls, chats or emails and has an issue that needs to be handled, a representative will usually open the customer’s file in the company’s computer system.
Jan2019-April 2020 BET24 LIMITED Lagos
Customer Service Representative
Responsibilities
Answers questions and resolve problems.
When a customer calls and has an issue that needs to be handled, a representative will usually open the customer’s file in the company’s computer system.
Establish Standards for service levels, call handling, and performance monitoring measures.
Define and implement customer service strategies aimed at improving service delivery and enhancing satisfaction/experience to all customers via the contact centre channel.
Feb/2018-Dec/2018 TECHMAHINDRA (AIRTEL) Abeokuta Ogun
Customer Care Executive
Responsibilities
Ensuring I give a plus one customer experience to all customers call that comes to my Avaya and making them feel as kings and queens that they are.
Empowering customers with product knowledge.
Empowering customers on basic troubleshooting skills. Educating customers when knowledge gap is noticed.
Informing my team leads of any challenges faced and feedback's given by subscribers.
Answering at least 190-200 daily incoming calls from High-value net-worth individuals (HNI) and post-paid subscribers and giving relevant information that is needed to solve the particular issue at hand based on company standard operating procedures.
Nov/2005-Nov/2006 ORECKTECH SYSTEM - Lagos
System Engineer
Responsibilities
Installing
Configuring
Testing and maintaining operating system.
EDUCATION AND TRAINING
2017 NYSC (Served)
2017 STATES’ DIRECTOR OF SPORTS FORUM IN NIGERIA
2014 ABIA STATE POLYTECHNIC, ABIA STATE
Higher National Diploma: Computer Science.
2012 CHRISTIAN RICHMAN INTERNATIONAL
Communication Skills, Leadership Skill, Interpersonal relations, Personal Effectiveness
2005 ORECH TECH SYSTEMS
National Diploma: Computer Engineering.
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