eberechukwu

Lead a team that provides supports 9mobile Nigeria customers. Act as the primary interface to support the business’s goals in the most efficient manner possible through effective service delivery. Reviewed the support desk workflow to get an understanding of customers’ needs, and identify opportunities to introduce alternative or additional products/services to improve customer experience and drive revenue. Oversee the escalations team for prompt and efficient resolution of all logged customer complaints/queries. Monitor staff interaction and perform quality checks, develop, and review performance reports, identify and implement measures to improve performance levels. Organize coaching sessions from time to time for team members and attend to challenging issues faced by agent and escalate to appropriate unit for prompt resolution. Facilitate training session for all agents both old and new hires. Liaise with resource planning unit in drawing of payroll and incentive scheme. Ensuring a safe and harmonious working environment for all team members and delegation of duties.

Product management (Customer education, Resolution and Trouble Ticketing) for Data, 3G, LTE, Blackberry, Android, and iOS. Expert resolution knowledge in data issues for resolving internal and external customers issues.

Monitored and managed field Support officers, Managing and documenting key sales processes such as: Channel promo management process. Organizing and training of Channel partners in all regions. Compiled field port reports on daily and weekly basis. Coordinated management meeting locations weekly with stake holders. Contacting and porting of high value customers. Tracked and reported performance as well as quality, risks and challenges that came up. Provided periodic project status reports to stake holders for evaluation. Assessed and identified resource requirement for projects.

Provided superior customer service and build customer loyalty. Ensured full integration of customers’ needs with the overall service delivery strategies. Identified and followed through customers complaints to ensure prompt resolution and feedback. Collected data/information on customer care concerns and proffered appropriate corrective actions.