Iroegbu, Chinyere Norah

ISON BPO

Plot *, Adedeji Okubadejo Street,

Scout camp, Challenge, Ibadan-Oyo State,

Phone: 080********,081********

Email: adh8lt@r.postjobfree.com

Date of Birth : 19th November, 1988

Sex : Female

State of Origin : Abia, State

Languages spoken: English and Igbo

Marital Status : Single

Personal Attributes/Skills

Awards/Achievements

Education/Certification/Trainings

Work Experience

(ISON BPO)

Work Experience

(ISON BPO)

Fast learner who adapts easily to changes

Maintaining business process and work culture

Good interpersonal and customer relationship skills

Time management skills/Problem solving skills

Good Supervisory /Reporting skills

Effective Multitasking skills

Proven ability to manage through others.

Strong & effective presentation skills

Able to motivate and lead others in a team environment.

Excellent communication skills, both written and verbal.

An ability to build rapport and trust quickly with work colleagues.

Able to prioritize tasks and workloads in order of importance.

Track record of delivering results with deadlines.

Proficiency with use of Microsoft tools

Proficiency in Customer relationship management tools

Quality champion award for outstanding quality customer service

Attended to over 200,000 customers and maintained an average quality and average handling time matrix of 95% and 145seconds respectively

Three times best performing customer care representative award R&R

Prison Volunteer Instructor, Ibara Prisons, Abeokuta, Ogun State (Under NYSC/MDGs)

Publicity Secretary NYSC/MDGs CDS Unit

Vice President, Abia State Student’s Association UNN Chapter, 2009/2010

2018:Workplace management clinic for successful leadership

2018:Elocution & public speaking training

2018:Outbound & enterprise business unit training

2017:Performance improvement programme

2012:Professional Postgraduate Diploma in Customer Relationship Management (Certificate of Membership)

2011: Universal Mandatory Internet Technology Training (UMITT)Certificate of Proficiency

Certificate of Proficiency in Job Awareness, Corporate Ethics, Career Guide, Entrepreneurship and Netpreneurship

2015 MTN HOW MAY I HELP YOU certification

2011 National Youth Service Corps

2010 University of Nigeria, Nsukka[B.A.(Hons) English & Literary studies

October 2018 till date (Customer care Representative (MTNN Process-Outbound)

Providing quality and top notch customer care services to the principal partner’s clients

Telemarketing of client’s products & services via campaign calls

Intelligence gathering, analysis & reporting for client

Providing enterprise business solutions for corporate consumers.

Management of customer accounts as a result of sales

Deployment of consumer satisfaction/feedback based surveys

Facilitating customer based interactions on regular basis

Oct 2015-Nov 2018 Customer care Representative [MTNN Process-Prestige Segment]

Providing quality and top notch customer care services to the principal partner’s clients

Providing online solutions to various queries and enquiries

Interpretation & enquiry management for High value segment customers

Research and dissemination of products and services upgrade to members of assigned team for efficient service delivery

Answering incoming calls from customers.

Providing relevant information to solve customers’ query while managing different scenarios that may present themselves in the course of this activity.

Delivering quality customer service to an average of 120 customers within a 6hr shift.

Capturing customer’s data with relevant application to resolve their issues.

Maintains customer records by updating account information.

Contributes to team effort by accomplishing related results as needed.

Attracts potential customers by answering product and service questions

Suggesting information about other products and services.

Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures

Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Work Experience

(Tech Mahindra Nigeria Limited)

Work Experience

(Soababs Resources Limited)

Hobbies & Special Interest

Reference

Sept. 2013– Sept. 2014 Customer Support Associate [Airtel Process]

Providing online solutions to various queries and enquiries

Research and dissemination of products and services upgrade to members of assigned team for efficient service delivery

Answering incoming calls from customers.

Giving relevant information to solve customers’ query while managing different scenarios that may present themselves in the course of this activity.

Capturing customer’s data with relevant application to resolve their issues of skills and knowledge on the job

I deliver quality service for my customer ensuring that I also meet up with all my set KPI parameters like AHT, Tagging, login, monthly Q-test, shrinkage, and etc.

Providing online solutions to various queries and enquiries

Research and dissemination of products and services upgrade to members of assigned team for efficient service delivery

Answering incoming calls from customers.

Giving relevant information to solve customers’ query while managing different scenarios that may present themselves in the course of this activity.

Delivering quality customer service to an average of 120 customers within a 6hr shift.

Oct. 2012- June 2013, (Head Customer Care/Internal Services)

Lead the team in the handling and resolution of billing or service complaints in adherence to documented procedure and or process.

Provide on request, clear information, revision, updates on available services.

Leading the team to resolve services problems by clarifying the customers’ complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Follow-up on customer inquiries not immediately resolved.

Finding solution to challenges and breaking into new fields

Continuous self- improvement

Reading novels, making research, meeting people and brainstorming.

Great zeal and enthusiasm into research and development of problem solving entities

Recommend applicants qualified for training

Lover of the scrabble game

Available on Request

Contact this candidate