Clement Aghedo Email & Phone Number

Lagos, Nigeria

Emea

- Established and led a diverse team of 12 professionals covering SSAmarkets to proactively identify, acknowledge, and escalate safety-relatedincidents reported.- Developed robust intake processes and Standard Operating Procedures(SOPs) aligning with company guidelines, ensuring efficient handling ofsafety cases.- Formulated a comprehensive KPI tracking system utilising Emplifi, asocial media client, to monitor general team performance and individualagent… Show more - Established and led a diverse team of 12 professionals covering SSAmarkets to proactively identify, acknowledge, and escalate safety-relatedincidents reported.- Developed robust intake processes and Standard Operating Procedures(SOPs) aligning with company guidelines, ensuring efficient handling ofsafety cases.- Formulated a comprehensive KPI tracking system utilising Emplifi, asocial media client, to monitor general team performance and individualagent contributions.- Provided continuous training and coaching sessions, enabling teammembers to swiftly spot potential viral or safety-related issues andpromptly alert the safety team within a 30-minute timeframe.- Cultivated strong collaboration with key stakeholders, fostering timelyinformation exchange and intelligence sharing concerning high-prioritysafety cases identified across social media channels.- Successfully managed team scaling efforts, expanding capacity tooversee 30+ profiles, effectively spotting an average of 200 potentialviral or safety cases weekly.- Dynamically adjusted trigger words and criteria to minimise false-positiveidentifications, enhancing the precision of the safety case identificationprocess.- Conducted weekly individualised 1:1 sessions with agents, impartingbest practices, performing quality assessments, and conducting reviewsto ensure consistent performance excellence.- Conducted thorough agent performance reviews, ensuring adherence toestablished expectations and KPI targets.- Led strategic Customer Support initiatives in alignment with evolvingcustomer requirements, contributing to elevated customer satisfactionlevels- Ensured driver accounts and payouts are structured and automatedwhile driver payments are matched and paid to their correspondingaccounts- Ensuring missing payments are found, balanced and regularised on thedashboard, accounts and admin.- Automated processes between cognito and slack to ensure efficiency and reduce cost and manual work Show less

Lagos, Nigeria

As a Customer Support Lead, I conducted day-to-day project coordination, planning, and implementation across multiple teams to ensure excellent customer support standards. My achievements include:- Arranging and reviewing scheduling activities for Customer Success Specialists- Mentoring and teaching Customer Support Specialists per need to achieve and maintain best-in-class customer support standards- Facilitating and supporting the training and onboarding of new customer… Show more As a Customer Support Lead, I conducted day-to-day project coordination, planning, and implementation across multiple teams to ensure excellent customer support standards. My achievements include:- Arranging and reviewing scheduling activities for Customer Success Specialists- Mentoring and teaching Customer Support Specialists per need to achieve and maintain best-in-class customer support standards- Facilitating and supporting the training and onboarding of new customer support staff per need- Maintaining CSAT at an all-time of 85% by ensuring the quality of all customer interactions, quality assurance, and compliance were met across all interactions- Managing 3 major outsourced partners and BPOs from cities in Africa and Asia to deliver on key metrics such as over 80% utilization and Quality service score- Running pairing sessions to train new hires on how to provide support for both riders and drivers- Partnering directly with other departments to create a bi-directional feedback flow between teams- Providing statistical and performance feedback and coaching on a regular basis for each team member- Working hands-on with the team when necessary on escalations or ongoing projects that were important for area/process Show less

• Leveraging data and using my understanding of consumer behavior to increase retention, translating same into instant gratification and improve customer experience• Create new processes and optimize current processes• Collaborating with internal teams to ensure customer satisfaction and improve experience• Carry out deep dive into recurrent issues and create action plans based on findings• Training outsourced agents on new products, services and processes• Drive customer… Show more • Leveraging data and using my understanding of consumer behavior to increase retention, translating same into instant gratification and improve customer experience• Create new processes and optimize current processes• Collaborating with internal teams to ensure customer satisfaction and improve experience• Carry out deep dive into recurrent issues and create action plans based on findings• Training outsourced agents on new products, services and processes• Drive customer satisfaction by understanding customer complaints and assisting to ensure complete resolution• Ensuring customers are well serviced on various social media platforms (Twitter – Mentions and DM, Facebook – inbox, wall and picture posts)• Treat escalated tickets and reassign to various units if needed• Serve as SPOC to the team – Make sure all targets are met and reports are spooled and sent out daily.• Quality Assurance – Carefully evaluate resolution processes to ensure excellent delivery of customer service standards Show less

Nigeria

Lagos, Nigeria

• Ensuring customers are well serviced on various social media platforms (Twitter – Mentions and DM, Facebook – inbox, wall and picture posts, Nairaland and via google alerts).• Serve as SPOC and assistant Team lead to the Web chat team – Make sure all targets are met and reports are spooled and sent out daily. • Quality Assessment – Make sure there is proper use of grammar and confirm informations given to customers so as not to provide wrong information to customers.• Confirm… Show more • Ensuring customers are well serviced on various social media platforms (Twitter – Mentions and DM, Facebook – inbox, wall and picture posts, Nairaland and via google alerts).• Serve as SPOC and assistant Team lead to the Web chat team – Make sure all targets are met and reports are spooled and sent out daily. • Quality Assessment – Make sure there is proper use of grammar and confirm informations given to customers so as not to provide wrong information to customers.• Confirm customer’s account numbers, balances, authenticate for PIN reset and mobile application enrolments.• Liaise with branches and send mails out on customers’ behalf to their respective domiciled branches if and when needed.• Make sure team members meet respective targets before close of work and send in reports on daily basis. Show less

Abeokuta

Part of a Team in the Back Office (Service Recovery) posed with resolving customer issues via Social Media. - I ensure that all customers are addressed efficiently and effectively- Liaise with customers to understand their needs and assist accordingly - Educate customer on the most suitable products for them as per their particular needs. - Ensure prompt response to customer complains via Whatsapp Web, Wechat, Facebook, Twitter and Lisa(Social Media Manager) - Educated and… Show more Part of a Team in the Back Office (Service Recovery) posed with resolving customer issues via Social Media. - I ensure that all customers are addressed efficiently and effectively- Liaise with customers to understand their needs and assist accordingly - Educate customer on the most suitable products for them as per their particular needs. - Ensure prompt response to customer complains via Whatsapp Web, Wechat, Facebook, Twitter and Lisa(Social Media Manager) - Educated and Enlightened customers on latest Products and Services offered.- Assessed and gathered Customers' feedback on Products and Services offered, hence cascaded to management for review and later implemented. Show less

Assisting High Value customers in professionally resolving complaints, giving accurate response to enquiries and submit queries that cannot be handled at the front end.

Ogun State, Abeokuta

- Ensuring excellent customer service experience over the phone- Intimating customers on new products and services as well as promo offers- Upselling of company products and services over the phone- Ensuring customer retention via Customer Relationship Management techniques- Acting as intermediary between customer and resolution department for escalated queries- Ensuring proper follow- up with customers on queries- Querying, verifying and resolving customers’ various… Show more - Ensuring excellent customer service experience over the phone- Intimating customers on new products and services as well as promo offers- Upselling of company products and services over the phone- Ensuring customer retention via Customer Relationship Management techniques- Acting as intermediary between customer and resolution department for escalated queries- Ensuring proper follow- up with customers on queries- Querying, verifying and resolving customers’ various issues with the use of essential applications like Minsat 6.0, Tabs 7.0, Avaya and Blackberry Broker that are considered advanced technologies for an effective and reputable telecommunication company-I was part of a team that went through a 4-days intensive training on how to manage Class and High Value Customers. Show less

Ogba Lagos

Intern (Accounts/Admins)Job entailed handling petty cash, cash and bank transactions and other administrative work being designated to me.

Hnd Accounting, Accounting

Hnd Accounting, Accounting

Activities and Societies: Script Writer for Stream Media Unit, Christian Fellowship International(CFi) Auchi, Polytechnic Auchi Active.