Dada Ogunsanwo Email & Phone Number

Ikeja, La, Ng

Lagos, Nigeria

Correlating QA Scores with Customer Feedback/SurveysEvaluating Agent Performance with Call Center Quality AssuranceCompleting Root Cause AnalysisProviding Coaching and Developing Plans for Learning and Skills DevelopmentEnabling Regulatory ComplianceDriving Internal Process ImprovementsProviding Information for Audit trailsDriving Customer Experience ImprovementsTraining/Conducting Interview for Customer Service Executives.Voice of customer (VOC)

Nigeria

Solar Systems Installation Debugging of Solar Control SystemsAssigning/Re-matching of Solar PanelsResolving Issues on Battery not Charging, System Shutdown, and System Error. Educating Customers on Overload(consumption) and System MaintenanceProper Documentation of Customer’s Complaints on CRM and EmailingProviding Technical Support to Sales Rep, LPAs and LDPSupervise Outstanding Account BalancesCommence Appropriate Actions to Ensure Collection of Slow Paying or Offending BalancesKeep Management Informed of Credit and Collection Activities and take Action Prescribed by Senior Management to Tackle Issues RaisedAssist Customers to Resolve Account Problems Emanating From Incorrect Billing, Inaccurate Information, Improper Delivery, Slow Payments, etc.Undertake Research and Assemble Documentation to Support Adjustments to Account BalancesAssist in Training other Relevant Personnel on Matters Related to CollectionsArrange Debt Repayment Based on Customer’s Financial Situation and Client Repayment Guidelines, via Credit Card, Check or Obtained InsuranceDocument all Updates and Acquired Information on Accounts.

Ibadan

Make outgoing calls to customers to advise them of products and services that may be of interest to them.Take customer information and update it in the database as required.Put through relevant sales and contracts for sales of goods or services.Explain products and service features to clients.Pass on leads to the outbound sales team if applicable.Upsell and cross-sell other products that may be useful for clients.Understand the customers' needs and tailor the service to their needs.Be patient with a polite and customer-focused telephone manner.Update customer information such as change of address and phone number when requested to do so.Follow-up calls with emails if required.Communicating with customers and sales representatives.Analyzing customer behavior.Gathering information about customer complaints.Developing aggressive retention strategies based on customer feedback.Negotiating with customers to renew contracts and retain business.Meeting with the sales team to propose customer retention solutions.Writing and presenting customer behavior reports.Building positive relationships with customers and business associates.

Ibadan

Ensure tele-sales targets are met on daily and monthly basis.Customer retentionTelemarketing via calling customers to inform them about various promos, new product launches, health checks, tele-sales, recommending incentive giving products to customers, customer satisfaction surveys etc.Answering incoming calls from subscribers and giving relevant information required to help resolve their queries while managing different scenarios that may present themselves during this action.Capturing of subscriber’s data on relevant and applicable systems.Giving up to date information to subscribers on new and existing products and services on the network.Monitoring network operations based on feedback from customers.Administration and Provision of services to subscribers.Preparing issues log and downtime reports for my team.Training of team members on the available applications used in resolving customer queries in the call center.Always provide splendid customer services to customers in a friendly and courteous manner