Customer Service Manager
Resume:
PEACE CYNTHIA SALU
****.*****@*****.***
* ******** ****** ********* ******* Estate, Sangotedo Lagos.
Professional Profile
A Certified Client Service Manager/Contact Centre Manager offering 8 years’ cognitive professional experience in different facet of Customer Management including Customer Service Operational Design (KPIs), Training and Talent Management, Quality Assurance Framework and Implementation, Workforce and Floor Management, . Experienced in managing a multichannel contact center to achieve an awesome customer service experience clients in full time employment or consultancy capacity.
Certifications and Training
Leadership & Management Master Class (LMMC) 2018
•Kendor Consulting, Lekki Phase 1, Lagos
Certified Call Centre Manager (CCCM) 2013
•Quality Assurance Institute, USA
Certified Contact Centre Quality Analyst (CCCQA) 2012
•Quality Assurance Institute, USA
Certified QAI Trainer for Agent plus, CCCQA and CCCTL Courses 2012
•Quality Assurance Institute, USA
Career Summary
BABS ANTHOMS CONSTRUCTION
Client manager/Site Manager (May 2019 - Date)
•Maintain and develop client-business relationships
•design plans to achieve set goals and create strategies to combat potential revenue losses.
•Schedules delivery dates for ongoing construction projects
•Accompany the client during site visits, answering questions about construction projects and overall progress, then communicate changes between the client and contractors
•Ensured documentation of report for business review
NAIRABET.COM (LAGOS, NIGERIA)
Contact Centre Manager (Apr 2015- May 2019)
Key Responsibilities:
•Initiating and driving quarterly initiative targeted towards increasing revenue, winning back churned customers and improving productivity.
•Manage the daily operations of the contact center
•Train new associates on call handling skills
•Effective resource planning and implementation of call center strategies and operations; to include monthly roster and attendance tracking
•Carrying out needs assessments, performance reviews and cost/benefit analyses
•Setting and meeting performance targets for speed, efficiency, sales and quality
•Ensuring all relevant communications, records and data are updated and recorded; these are readily available for external Audit purposes
•Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
•Maintaining up-to-date knowledge of industry developments
•Monitoring random calls to improve quality, minimize errors and track operative performance.
•Coordinating staff recruitment, recommending to management the need to hire additional hands as business demands
•Reviewing the performance of staff, identifying training needs and planning training sessions.
•Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes and team bonding activities.
Key Achievements:
•Reduced the departmental OPEX by 25% (2016 VS 2017)
•Exceeded the contact center churn target by 42%
•Revised call script quarterly to meet business demand and customer behavior
CONTACT SOLUTIONS LIMITED (LAGOS, NIGERIA)
Quality Assurance Supervisor (Feb 2013- Apr 2015)
Key Responsibilities;
•Coached, motivated, mentored, developed and trained call center representatives on Key Performance Indicators (KPI), Customer Relationship Management (CRM), Telephone Etiquette and Consistency (Projects; ACE shipping company BAT, P&G, MANTRAC, NBPLC, Multichoice Oak Pensions etc.).
•Initiated and developed standards for evaluation
•Prepared work Force management plan for call center representatives
•Review of Clients’ Reports before presentation
•Prepared trend analysis report for decision making
•Conducted Agents’ performance appraisal to generate monthly assessment report (Scorecard)
•Monitored inbound and outbound calls in the call center (Real time and Historical).
•Ensured documentation and analysis of reports.
•Provided feedback daily to call center representatives
•Effective selection of employees and deployments to respective projects
•Induction process for new Entrants.
CONTACT SOLUTIONS LIMITED (LAGOS, NIGERIA)
Teamlead (Sep 2011 - Jan 2013)
Key Responsibilities;
•Documentation of daily, weekly and monthly reports.
•Monitored team performance and activity
•Updated the supervisor(s) on issues of the call center.
•Performed team audit and quality checking
•Received calls from BAT customers
CONTACT SOLUTIONS LIMITED (LAGOS, NIGERIA)
Call Centre Agent (Jul 2010 – Aug 2011)
Key Responsibilities;
•Handled emergency calls from distressed callers
•Completed the CRM whilst on live call
•Escalated life threatening emergencies to relevant agencies including RRS, LASAMBUS, LASEMA
•Kept calls within 1 minute average talk time
•Empathized with distressed callers
•Responsible for customer service best practice (First Contact Resolution) (FCR)
Key Skills and Competences
•Customer Service
•Training
•Negotiation
•Personnel Management
•Budget Management
•Benchmarking
•Relationship building
•Communication Meet/exceed goals and build relationships and teams; customer service, communication, presentation, and negotiation skills; ability to use computer software like Microsoft Office
Education
Lagos State University (Lagos, Nigeria) 2010
•B.Sc. Computer Science
Delta State University (Delta, Nigeria) 2003
•OND Mathematics
Key IT Skills
Microsoft Suit Proficiency
•Excel, Word, PowerPoint, Outlook.
Telephony, Chatting and Emailing Technology
•Altigen (MaxAgent, MaxSupervisor, CDR), Galaxy, X-Lite, Clickdesk, Zendesk.
•Open Source Technology- (Asterix, Elastix).
CRM Software
•MS CRM 4.0/2011/2013.
Proficiency in Windows Operating
•System Windows 7,8,10
Office 365 and Google Doc Proficiency
Interests
•Surfing the internet for research purpose
•Reading (Motivational and inspirational Books)
Referees
•On Request
Contact this candidate