● 100% compliance with NDPA regulations achieved by meticulously documenting all data processing activities.● Reviewed data handling practices, security measures, access controls, and data breach response procedures. ● 40% increase in employees' understanding of the NDPA and their data protection responsibilities, as shown by post-training assessments.

● Consistently achieved a daily target of 50 customer engagements via email or calls, ensuring timely responses and resolution of customer inquiries.● Maintained 100% compliance with the company's Terms of Service by effectively monitoring mail volumes, thereby reducing potential violations.● Reduced customer wait time by 5% through efficient management of social media accounts, enhancing overall customer satisfaction and engagement.

● Resolved 95% of technical support issues related to the website, FTP, domains, web hosting, and cPanel within the first interaction, ensuring minimal downtime for clients.● Handled an average of 100 customer inquiries daily via email, web chat, and phone, maintaining a high level of customer satisfaction and prompt response times.● Achieved a 98% customer satisfaction rating for technical support services, demonstrating effectiveness in addressing and resolving customer issues.

Achieved 98% compliance with set standards on call and email handling, ensuring calls are handled excellently.Monitored 100% of incoming and outgoing calls and provided regular feedback for training, coaching, and mentoring, resulting in a 20% improvement in agent performance.Conducted daily evaluations of agents’ activities across all Contact Centre channels (Emails, Telephone, Live chat, etc.), leading to a 15% increase in overall customer satisfaction.Trained and coached 100+… Show more Achieved 98% compliance with set standards on call and email handling, ensuring calls are handled excellently.Monitored 100% of incoming and outgoing calls and provided regular feedback for training, coaching, and mentoring, resulting in a 20% improvement in agent performance.Conducted daily evaluations of agents’ activities across all Contact Centre channels (Emails, Telephone, Live chat, etc.), leading to a 15% increase in overall customer satisfaction.Trained and coached 100+ agents to develop excellent call-handling skills, resulting in a 25% reduction in call-handling time.Developed standardized call scripts that increased first-call resolution rates by 30%.Prepared and submitted bi-weekly and monthly call quality assessment reports for all agents, resulting in actionable insights that improved agent performance by 15%.Evaluated and monitored 100% of call interactions, emails, chat, and social media interactions of agents, ensuring adherence to quality standards and enhancing customer satisfaction.Reviewed and reported Customer Relationship Management logs, ensuring accurate documentation and enhancing the quality of customer relationship management. Show less

Resolve customers complaints, requests and inquiries on CRM.

● Managed a team of 11 call center agents.● Be available to affect the entirety of the team’s operations.● Received and made outbound calls to customers, telemarketing, sales and customer engagement,● Interacted with customers via Email, social media and live chat.● Treated fraud alerts and visa cards live monitoring.● Conducted regular review of all call center Agent performance and organized training sessions for under performers.● Submitted regular reports to… Show more ● Managed a team of 11 call center agents.● Be available to affect the entirety of the team’s operations.● Received and made outbound calls to customers, telemarketing, sales and customer engagement,● Interacted with customers via Email, social media and live chat.● Treated fraud alerts and visa cards live monitoring.● Conducted regular review of all call center Agent performance and organized training sessions for under performers.● Submitted regular reports to management and sought new ideas and strategies to improve performance at the center.● Kept up with trends and happenings in the industry and ensured adherence to industry standards.● Ensured that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.● Ensured a safe and harmonious working environment for all other team members and delegate duties to all team members. Show less

● Received and made outbound calls to customers, telemarketing, sales and customer engagement,● Interacted with customers via Email, social media and live chat.● Treated fraud alerts and visa cards live monitoring.● Received inbound calls from customers; provided first and real time resolution for 95% of all requests, enquiries and complaints received.