Customer Care Airtel

Yau Shamaki Mathew

No.** Adeyinka Okunade Unity Estate Festact Town Lagos

Email: ***********@*****.***

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

KEY SKILLS ACQUIRED

Telephony Technology

●Tikal

CRM Software

●Microsoft Dynamic CRM, Lite-tools

Microsoft Suite Proficiency

●Excel, Word, Powerpoint.

Proficiency in Windows Operating

●System Windows 7, 8, 10

WORKING EXPERIENCE

2019-Till Date Msport Limited

●An adequate understanding of zendesk application and all medium use to assist customers in resolving their issue

●Provide quality service delivery to customers on all channels; Incoming calls, Outbound calls, Emails, Live chat, and Social Network (Facebook & Twitter)

● Up-sell and cross-sell all products of Mobile Sport to existing customers, and call all customers with inactive accounts and encourage them to renew or fund their account and place a bet

● Document records of customer interactions and transactions on the Voice of Customer sheet which include; details of inquiries, comments, complaints, and actions taken

● Resolve all customer queries that can be done on the first level within set service targets.

● Escalate all customer

● queries that require second-level resolution and follow up on unresolved customer queries

WORK EXPERIENCE

2016 - 2019 Lumos Nigeria Limited.

Shift Lead Retention/Sales department

Key Achievement:

●Winning 60% churned customers to active customers within a month.

●Attaining and satisfy first level support training course (Lumos mobile electricity 2019)

Responsibilities:

●Assigning daily tasks to subordinate and monitoring performance.

●Coordinating, monitoring and escalation down time affecting team productivity

●Providing a high level of assistance to subordinates on the floor.

●Checking daily customer behaviour to understand trends and provide means of improvement.

●Attending escalation from client via mail and providing response on resolution.

●Identifying subordinate weakness and providing training when require

●Ensuring all office facility are working adequately

●Daily and Monthly reporting on retention/sales performance

2013-2016 TECHMAHINDRA BUSINESS GROUP

Customer Care Support ( AIRTEL )

Key Achievement:

●2nd Best Performing Agent for 2nd and 3rd Quarter Rating based on Call quality, CRM tagging, soft skills, Log in compliance, Adherence of schedule, AHT and Behavioral

Responsibilities:

●Obtained customer’s information and updated their account status using CRM.

●Resolved and responded to customer’s complaints enquiries efficiently.

●Suggesting appropriate recommendations based on customer requirement and financial strength.

●Furnished customers with details of new products and services.

●Identified and escalated priority issues, also followed up for complete resolution.

●Maintained absolute customer satisfaction at first contact.

EDUCATIONAL QUALIFICATION

●NUHU BAMALLI POLYTECHNIC ZARIA (Higher National Diploma, Business Administration)

●NUHU BAMALLI POLYTECHNIC ZARIA (National Diploma, Banking & Finance)

●TOPFIELD COLLEGE APAPA LAGOS STATE ( West African Examination Council)

●L.E.A PRIMARY SCHOOL BINAWA KADUNA STATE. (First School Leaving Certificate)

STRENGTHS

●Good idea developer and implementation

●Excellent Data analysis

●Good leadership quality

●Excellent use of application and reading of graphic

●Reliable team player

PERSONAL PROFILE

State of Origin: Kaduna State

L.G.A: Kauru

Nationality: Nigerian

Religion: Christianity

Marital Status: Single

Language: English And Hausa

Sex : Male

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