Customer Service Professional

ESHIET AKANINYENE ISAAC

*, ****** ***** ***** *** ODOLOWU STREET, IJEASHATEDO SURULERE LAGOS. Tel: 080******** E-mail:**********.******@*****.***

PROFESSIONAL SUMMARY

An ambitious Customer Service Operations Lead, with more than 5 years of management experience in the telecoms and Healthcare Industries. A Dedicated Leader experienced, in mentoring, directing, supervising the overall functions and staffs of customer service operations, providing top notch support services, personal interaction, and resolving varied client inquires and complex issues. Core Skills

Customer Service Management Contact centre management Effective communication skills Data & Analytic skills Problem-solving abilities Quality Assurance management Team Building Team management Complaint Resolution Proficient Microsoft office Budgeting Strategic planning PROFFESIONAL EXPERIENCE

Lead – Customer Success Team Reliance HMO Nigeria April 2019 - Till Date Built and maintained a team of Customer Success Managers to ensure success at all customers touch point.

Supervised and coached 5 departmental/process managers and over 40 client service desk staff to ensure optimal productivity of the department.

Drove operational performance to improve customer satisfaction through effective forecasting, staff planning and workforce optimization

Recruited, hired and trained new client service desk employees on systems and applications, departmental processes, products and customer service/success.

Worked closely with internal teams (product, provider and technology teams) to maintain optimum levels of communication for the effective and efficient completion of customer success

Developed strategies that ensured smooth end to end service delivery from point of purchase through on- boarding to accessing cares and benefits as covered by the health plans, while identifying, predicting, and eliminating impediments.

Proactively identified and solved complex problems by designing processes that aimed to identify bottlenecks with the customers’ life cycle and proffered permanent solutions.

Managed a budget of N4million –N6million annually, including 5 direct reports and a 45 member team of client service officers to achieve operational goals.

Developed and built automated systems and processes to ensure complete resolution of all escalations/request made by client/service providers, with prompt communication on progress. Supervisor – Customer Service Operations Airtel Nigeria Jan 2013 - June 2018 Responsible for overseeing the training, coaching and mentoring of a team of 25 contact centre agents in delivering exceptional customer service.

Ensured organisational targets are met by monitoring team performance against established business goals

Constantly exceeded the monthly service level agreement target of 85% by ensuring contact centre agents availability and readiness to take calls.

Increased first call resolution to 90% by effectively mentoring, coaching and training knowledge gaped agents, which in turn reduced repeat calls to 15% from 38%.

Constantly exceed upselling targets by 15%, by coordinating telemarketing of company’s products and services to new and existing Airtel customers.

Maintained a consecutive monthly quality score at 90% by Participating in new product launches and regularly trainingCustomer Service Staff to ensure up to date knowledge of new products and services rolled out by the company.

Effectively managed attendance, agent availability, utilization, adherence to schedules and queue monitoring which kept abandon rate below 10%

Analysed statistics and other metrics to ascertain the level of customer service performance achieved by my team and support them with the required resources to achieve set targets.

Organized occasional fun activities to keep the team motivated Team Lead Support- Back Office Operation Airtel Nigeria Sep 2012-Dec 2012 Led a team of 15 backend staffs to support all customer facing units includingcallcentre agents, shop agents and corporate sales team in delivering exceptional service to customers.

Consistently Achieved a 100% resolution of all customers’ complaints routed via Customer Relationship Management (CRM) software, emails, text messages within SLA

Monitored resolution of all post-paid customers issues and ensuring issues are resolved accurately within the Service Level Agreement (SLA).

Carried out root cause analysis of general escalations and recommend solution where applicable.

Provided inputs in the development of customer service policies and procedures as well as ensured that team members adhere to policies and work procedures.

Ensured that the unit objectives and targets are achieved by monitoring, evaluating and conducting periodic appraisals.

Customer Support Associate Zain Nigeria/Bharti Airtel Jul 2009 – Aug 2012 Attended to customers inquiries, fulfilling requests, resolving complaints and document all interactions in the appropriate CRM categories, while maintaining exceptional customer service.

Managed daily workload to achieve a minimum of 120 calls at the minimum handle time 0f 3 minutes, and a minimum Quality evaluation of 54/60.

Up-Sold company’s product and service over the phone, and exceed weekly, monthly and quarterly targets by 15-20%

Ensured Customer Retention via Customer Relationship Management techniques

Acted as intermediary between customer and resolution department for escalated queries.

Adhered to all published schedules, Identify calling trends, Mentor new agents Key Achievements

Excellence customer service Award for two consecutive years (2009 and 2010).

Promotion to Team Leader

Peer mentoring and evaluation

Sales Representative Daal Nigeria Limited Feb 2009 – Jul 2009

Serviced existing accounts, obtains orders, and established new outlets monthly by planning and organizing daily work schedule to call on existing or potential sales outlets and other trade factors.

Participated in trade shows and conventions to encourage publicity of products.

Delivered and exceeded sales target monthly by 15- 20%

Monitored competition by gathering current market place information on pricing, products, new products, delivery schedules, merchandising techniques.

Recommend changes in products, service, and policy by evaluating results and competitive developments.

Kept management informed by submitting activity and results reports, such as daily sales report, weekly work plans, monthly and annual territory analyses.

Ensured availability of products always, within allocated terrain, while maintaining a high level of customer service.

Coordinated sales effort with marketing, sales management, accounting, logistics and technical service groups

Mathematic Instructor Able-God Int’l College (National Youth Service Corp) Feb 2008 – Mar 2009

Taught Junior and Secondary students in these subjects: Introductory technology, Physics and Mathematics.

Prepared senior student and provided extra classes towards the School Certificate examinations.

Organized internal examinations for Physics and Mathematics subjects per term for senior school students. EDUCATION AND TRAINING

Master of Business Administration, Production and Operations Management Obafemi Awolowo University, Ile- Ife, 2016

Bachelor of Science MathematicsUniversity of Ilorin, Ilorin, 2007 Report Writing and Analysis Workplace Health and Safety Fire safety and First Aid Basic SHE and Fire Safety GSM Technology- Customer care Stress and Time management Call Centre Agent Development Programs

(CCADP) Mastering the Art of Service Delivery in the Contact Centre Customer Handling Skills, Workforce References are available upon request

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