Benjamin Ogbolu Email & Phone Number

Lagos, Nigeria

Lagos State, Nigeria

Lagos State, Nigeria

• Managing a team of four staff members acting as first contacts for all external customer queries and complaints achieving 95% customer satisfaction.• Ensuring high-quality interaction management and query handling of an active database ofthree million (3m+) customers with a response time of 3 hours for emails, 15 minutes for Chat, and 1 hour for social media.• Managing communication and resolution process with internal stakeholders as it involves technical, product, and… Show more • Managing a team of four staff members acting as first contacts for all external customer queries and complaints achieving 95% customer satisfaction.• Ensuring high-quality interaction management and query handling of an active database ofthree million (3m+) customers with a response time of 3 hours for emails, 15 minutes for Chat, and 1 hour for social media.• Managing communication and resolution process with internal stakeholders as it involves technical, product, and engineering complaints of all customers.• Training and Developing members within the team on various products, quality assurance, and various communication skills needed in engaging with customers.• Managing and Leading engagements with internal and external stakeholders while providing insights and recommendations for overall business growth and expansion. Show less

Lagos State, Nigeria

• Fostered trust, loyalty, and long-lasting relationships with customers and improving response time.• Completed account reconciliation for customers by utilizing the internal system.• Assigned tickets to other colleagues in the absence of the Lead using metrics such as ticket volume and team availability.• Engaged in meetings with customers in resolving issues involving customer onboarding and ensuring that the right KYC documents are in use.• Maintained transparent and… Show more • Fostered trust, loyalty, and long-lasting relationships with customers and improving response time.• Completed account reconciliation for customers by utilizing the internal system.• Assigned tickets to other colleagues in the absence of the Lead using metrics such as ticket volume and team availability.• Engaged in meetings with customers in resolving issues involving customer onboarding and ensuring that the right KYC documents are in use.• Maintained transparent and e ective communication with all internal teams to ensure great service for customers.• Ensured uninterrupted functioning of the contact center, meticulously documenting, reporting, and escalating any interruptions in service to the appropriate channels.• Trained and onboarded new hires. Show less

Lagos, Nigeria

• Deliver exceptional service to customers. I go over and beyond to ensure satisfactory resolution to customers complaints.• Maintained transparent and e ective communication with all internal teams to ensure great service for customers.• Ensured uninterrupted functioning of the contact center, meticulously documenting, reporting, and escalating any interruptions in service to the appropriate channels.• Trained and onboarded new hires.