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Summary

I envision a world where society is driven by service; I am inspiring and equipping individuals and organizations to create that world.

Skills

  • Customer Service Management
  • Communication
  • Training
  • Editing
  • Contact Centre Management
  • Proficiency in use of Social Media
  • Leadership
  • Writing
  • Coaching
  • Proficiency in Microsoft Office applications (Word, Powerpoint, Excel)

Work History

October 2016Present

Customer Service Executive

AXA Mansard Health Limited
  • Managing the experience of clients in accessing healthcare.
  • Resolving complaints and attending to enquiries.
  • Following up on clients' visits to the hospital.
  • Documenting complaints and enquiries received from both clients and non-clients.
Jun 2011Jan 2016

Contact Centre Supervisor/Client Service Supervisor

Premium Health Limited

Key Responsibilities

Manage and direct daily activities of contact centre agents

Manage the service experience of assigned clients/organizations.

• Supervise, plan and manage functions concerned to contact centre environment

• Assist in carrying out supervision, call monitoring, coaching, training, disciplining and reviewing all agents

• Ensure that the team members acquire appropriate support and training to apply the best skills and knowledge on the job

• Assist in carrying out performance measurement, monitoring and evaluation of all agents and operators to improve the efficiency of the centre

• Prepare and direct schedules, monitoring attendance of agents, scheduling breaks and shifts as necessary

• Ensure compliance with all the organization’s policies and procedures. • Calculate contact centre performance and analyze reports 

Key Achievement

  • I worked with a team of competent contact centre agents, selected across different organizational units, to bond together in creating an effective unit for managing access to healthcare for the organization's clients. 
  • I was responsible for managing 15 major corporate accounts
Apr 2009Jun 2011

Client Service Officer

Premium Health Limited

Key Responsibilities:

• Initiating calls and paying visits to clients to ensure customer satisfaction.

• Receiving and resolving complaints and enquiries from both clients and non-clients via telephone calls and visits.

• Channeling non-client service issues to the appropriate unit.

• Following up on channeled issues so as to give feedback to the inquirer or client.

• Regularly documenting complaints and enquiries received from both clients and non-clients.

Key Achievement

  • I demonstrated expertise, competence, and warmth in managing assigned clients of the business. And I received both verbal and written commendations for excellent service.

Education

20162016

Diploma in Digital Marketing

Shaw Academy

The goal of the course is to teach students about acquiring clients for less, converting greater number of leads into profitable customers, and increasing market share in the highly competitive online marketplace. 

Jun 2011Aug 2011

Post Graduate Diploma in Customer Service

Career Forte

An introduction to the field of Customer Service. The programme was highly interactive, with discussions, role plays, reading assignments, individual assessments, among others.

Mar 2011May 2011

Basic Certificate, Leadership

Daystar Leadership Academy

A basic grounding in essential leadership skills.

Feb 2002Sep 2006

B.Sc (Hons), Economics

University of Ilorin

Certifications

20162016

HABC Level 3 International Award in Delivering Training

Highfield Awarding Body for Compliance

The IADT is an introduction to the practice of education and training, designed for individuals who work in colleges, independent training providers, and/or local authorities. .

20162016

Diploma in Digital Marketing

Shaw Academy

The goal of the course is to teach students about acquiring clients for less, converting greater numbers of leads into profitable customers, and increasing market share in the highly competitive online marketplace.

20112011

Customer Service Certification (CSC)

International Customer Service Association (ICSA)

Interests

I am passionate about service, which is why I help train people to be competent at serving others. In addition to Customer service, I love Books, Music (Classical, Country, hymns), Editing, Christian theology and Worldview, and, of course, a nice cup of tea! I blog at Servicecultureng.com where I share thoughts and ideas on Service, Work, and Business.