I am responsible for managing the customer experience across all facets of the business's operations, spanning three brands and covering six geopolitical zones in Nigeria.Leadership and Team Development: Lead recruitment, mentorship and ongoing development initiatives for customer service agents, fostering an environment conducive to their success through encouragement and empowerment. Provide consistent coaching, mentorship, and performance feedback to team members.Customer Service Strategy: Develop and implement customer service policies and procedures to ensure the delivery of consistent and exceptional service. Analyze customer feedback to identify areas for improvement and implement strategic enhancements to elevate the overall customer experience.Customer Relationship Management: Cultivate and maintain strong customer relationships through effective communication and timely resolution of issues. Oversee the resolution of customer complaints, ensuring prompt and satisfactory outcomes.Performance Metrics and Reporting: Establish key performance indicators (KPIs) to measure effectiveness.  Monitor and analyze performance metrics, providing regular reports to senior management for informed decision-making. Maintain accurate records and document customer service actions.Training and Development: Conduct ongoing training sessions to keep the customer service team updated on product knowledge, policies, and procedures. Identify and address training needs to enhance the skills and capabilities of team members, ensuring continuous improvement.Technology and Systems: Stay abreast of customer service technology trends and implement relevant tools to enhance efficiency and effectiveness. Implement industry best practices to optimize workflows and processes, prioritizing tasks effectively. KPI-Maintaining Minimum 80% CSAT scores- Ensuring Average response time of 1hr- Ensuring a Minimum 60% Customer Retention Rate

▪ Reduction of friction and solving customers' specific problems and unique challenges: Oversaw audit checks for interactions on social media, calls, mails and chats.▪ Support key digital transformation projects and priorities and tracking investments and impact.▪ Translating customer needs into business requirements: Created game plans and gap analysis documents which detailed the impact assessment of business challenges.▪ Plays a critical role in Digital enhancements for internal processes and operations by ensuring that all digital channels are fully compliant with the rules and operating procedures of the bank.▪ Constantly review and identify gaps in digital channels which could lead to poor customer services, service downtime, fraud, financial loss and reputational damage to the bank.▪ Leading teams in developing business and customer cases to help drive experience improvement: Oversaw the implementation of a credit portal facility and a core banking application.▪ Creation, implementation and interpreting customer experience measurements: Implemented new metrics for the brand such as customer effort score, net promoter score, customer lifetime value, retention rates and churn rates.▪ Development of client strategic insights via client research techniques: quantitative, qualitative, ▪ Leading facilitated sessions in customer journey mapping and service blueprinting. Create and prioritize detailedproduct requirements to be used in written specifications, business rules, flows and use cases.▪ Consistently collaborate and communicate with client development and marketing colleagues and other departments to ensure integration across geographies, Practice Specialty Centers (PSCs) and industries while supporting a "one firm" approach to the mark.Draw upon organizational resources, industry research, and other industry-leading standards, including data governance standards & customer trends to prioritize improvements in the banks digital objectives.

 Responsible for content, User Acceptance Testing, implementation and maintenance of the sites. Evaluate usability and utilization of web / online pages / features, recommending and implementing approved planned improvements based on user feedback. Responsible for the quality assurance of sites and related digital assets Assist with the development of management processes and procedures for all digital betting channels. Working with Trading and Marketing Team to develop and manage the Digital Content Plan ensuring adherence to delivery schedule, accuracy of content and implementation. Ensure consistency in the presentation of digital content in accordance with UI and brand guidelines. Undertake series of UAT’s (user acceptance testing) & provide feedback / training to relevant stakeholders. Test new website functionality. Providing detailed reporting on Action X FTP and Real Money.

 Maintaining high quality work environment & ensuring team members are motivated to perform at peak levels. Identifying CSR development needs & implementation of staffing, scheduling & reward/recognition programs. Providing accurate, specific & timely performance feedback for CSR’s, real time monitoring for all agents as well as providing detailed reporting on KPI parameters for management.  Training new staff as well as the members of my team and monitoring their progress for the extent of their probationary period while achieving high levels of productivity, handling 9,000+ calls weekly during off-season, and averaging 1500+ calls daily in peak season as well as updating the NairaBET FAQ data base. Maintaining QA standards for staff, ensuring calls were compliant with firm standards and issues escalated as needed, and maintaining communication with customers and the management team. Supporting expense processing, budgets & employee appraisals while assisting with Inter-voice transactions via telephone & PBX systems; executing with precision any other tasks assigned to me by the customer care manager Mentoring agents and carrying out interventions where necessary for under-performing agents.

 Resolved problems with malfunctioning products and provided base level support across board. Performed initial client assessment and analysis to begin research process & increase customer experience. Achieved set monthly revenue and registration target. Called on policyholders to deliver and explain policies as well as analyze promotions; suggest additions or changes to offers and benefits on the platform. Conferred with clients to obtain and provide information when claims are made on policy.

 Provided base level IT support to non-technical personnel within the business. Followed up with clients to ensure optimal customer satisfaction. Activated accounts for clients interested in new services. Identified and solved technical issues with a variety of diagnostic tools. Helped drive sales goals and achieve monthly quotas. Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. Answered product questions with up-to-date knowledge of sales and shop promotions. Communicated all retail initiatives and promotions to customers to generate return business. Effectively communicated with and supported sales, marketing and administrative teams on a daily basis. Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot. Built long-term customer relationships and advised customers on purchases and promotions.

 Identified opportunities, developed plans and established business alliances that strengthened the NairaBET brand. Carried out sensitization activities and generated new leads for the Quality Assurance department. Tutored 20 agents monthly on product knowledge and coached new agents on the company’s policies. Evaluated CSR’s (Customer Service Representatives) and ensured they met & even exceeded quality service goals. Analyzed and tested game builds to determine bugs and provide assistance in solving issues. Created and achieved product quality objectives and researched new tools and technologies that could be used by the quality assurance team. Edited and updated the Quality Assurance manual and other technical documents used by the QA team. Researched new tools and technologies that could be used by the QA team to facilitate enhanced productivity. Certified Quality Assurance Analyst – SCILS Management Center (2018)

 Dealt with dissatisfied customers daily and ensured first contact resolution was achieved on all occasions. Managed high call volume with tact & initiated action plans for management based on customer feedback. Telemarketing of NairaBET’s products & services via campaign calls.Adjudged the best Customer Service Agent for 6 months ( Nov 2017- April 2018) and as a result of this earned a promotion to the Quality Assurance Department)

▪ Liaised with the digital marketing and sales department to boost sales and increase revenue and traction for the company.▪ Gave the firm a positive image on social media by building a strong online presence through posts,advertisements and in general, the creation of awareness.▪ Collaborated with third-party vendors to implement a more profitable delivery system.▪ Briefed executives on technology risks and suggested ways to alleviate concerns; completed & and submitted monthly and yearly sales reports to enhance executive decision-making

▪ Collected, reviewed and updated customer documentation, including identification, address proof, and other required documents.▪ Ensured compliance with AML, CDD, and KYC regulations and guidelines.

Designing of Pipeline and Instrument Diagrams.