- Lead and support the customer service team to maintain high standards of service delivery in an employment screening and DBS agency.- Allocate customer service tickets to team members promptly, ensuring timely responses to inquiries and complaints.- Oversee DBS checks and employment screening processes, ensuring compliance and accuracy in handling sensitive information.- Verify accuracy in screening costs, additional fees, and pricing records on spreadsheets, enhancing financial transparency.- Address and resolve escalated customer inquiries and issues, applying effective communication and problem-solving skills.- Collaborate with management on process improvement initiatives aimed at optimizing operational efficiency and customer satisfaction.- Provide support to team members during absences, ensuring seamless workflow and team productivity.- Monitor team well-being and maintain an organized office environment, ensuring necessary equipment and resources are available.- Assist the DBS and Screening Manager in identifying operational risks and areas for improvement to enhance service quality and compliance.

1. Conducted thorough and efficient background checks utilizing cutting-edge screening tools and software, resulting in the identification and prevention of potential fraud situations.2. Analyzed global reports on individuals' identity, criminal records, and credit history, providing clients with comprehensive and accurate information to make informed hiring decisions and ensure a guaranteed workforce.3. Implemented stringent information management practices in adherence to global International Organization for Standardization (ISO) and Management System Standards (MSS), ensuring the security and confidentiality of sensitive data.4. Successfully identified instances of potential identity theft and misconduct, mitigating risks and safeguarding the reputation and integrity of clients' organizations.5. Collaborated with top businesses and leaders across various sectors worldwide, offering expert guidance and employment assurance through onboarding, complaint management, and proactive client engagement initiatives.

1. Spearheaded Experience Center compliance initiatives resulting in 85% overall customer compliance success in 6 Experience Centers as at last quarter of 2020, by identifying and investigating root causes and trends, effectively mitigating potential risks and ensuring adherence to regulatory requirements.2. Educated and monitored Customer interfacing units to ensure 100% conformity and brand appreciation, proactively addressing any compliance gaps and fostering a culture of compliance throughout the organization.3. Ensured accurate classification of expenses by meticulously reviewing deduction documentation, validating the legitimacy of deductions, and facilitating prompt resolution in accordance with established policies and procedures.4. Analyzed customer deductions to identify underlying root causes and collaborated with cross-functional teams to develop strategic solutions, reducing and eliminating recurring customer complaints, thus enhancing overall customer satisfaction.5. Provided crucial administrative support by implementing robust systems, procedures, and policies aligned with customer routing guide requirements, optimizing operational efficiency and ensuring seamless customer experiences.

1. Conducted comprehensive risk assessments across all departments, identifying potential areas of vulnerability and developing proactive mitigation strategies to safeguard the organization's assets and reputation.2. Presented regular reports to the Chief Financial Officer and Company Board, highlighting risk management issues and internal control deficiencies, along with actionable recommendations to enhance operational effectiveness and minimize risk exposure.3. Evaluated compliance with established policies and procedures, driving the implementation of necessary modifications to ensure adherence to regulatory requirements and industry best practices, thereby enhancing the organization's overall governance framework.4. Continuously assessed the organization's strengths and weaknesses, fostering a culture of continuous improvement through ongoing staff education and development initiatives focused on incorporating industry-leading practices and techniques.5. Conducted thorough assessments of the organization's preparedness for potential business interruptions, including developing and implementing robust contingency plans, ensuring the resilience and continuity of critical operations in the face of unforeseen events or disasters.

1. Spearheaded the successful development of 15+ new product offerings, leveraging market research and customer insights to identify untapped opportunities and drive revenue growth for Heritage Bank.2. Proactively crafted engaging and informative weekly service stories, reaching a diverse workforce of over 500 employees, to foster a customer-centric culture within the organization and enhance service delivery across all touchpoints.3. Actively engaged with customers, soliciting feedback and managing their concerns to inform the development of customer-oriented services and products, resulting in increased customer satisfaction and loyalty.4. Collaborated cross-functionally with product development teams, providing valuable inputs and market intelligence to drive the creation of innovative and customer-focused solutions that met evolving market demands.5. Leveraged data analytics and reporting tools to track customer engagement metrics, enabling data-driven decision-making and continuous improvement of customer education support programs, ensuring alignment with organizational goals and objectives.

1. Successfully managed and resolved an average of 70+ daily tickets using advanced CRM tools, achieving an impressive 92% resolution rate within Service Level Agreements (SLA).2. Actively collaborated with vendors and product owners, providing valuable inputs in over 20 product development and deployment instances to enhance customer satisfaction and business performance.3. Engaged with the Central Bank of Nigeria (CBN) on the Consumer Complaints Management System (CCMS) portal, handling 50+ cases daily and ensuring compliance with regulatory requirements.4. Prepared weekly investigative reports with actionable recommendations for management, facilitating informed decision-making and driving continuous improvement in complaint management processes.5. Mentored and coached a diverse team of 250+ staff on the Customer Support portal, fostering their professional growth and enhancing their customer service management skills.

1. Led and coached a team of 8 online customer support representatives, resulting in improved individual performance and the achievement of team quarterly goals.2. Resolved customer support queues via email, chat, and phone with a high level of ownership and excellence, ensuring seamless interactions and outstanding customer experiences.3. Identified training needs for the customer support team and implemented effective training programs to enhance their skills and knowledge, resulting in improved service delivery.4. Actively engaged with customers to solve complex problems during peak periods, demonstrating a hands-on approach and commitment to providing exceptional support.5. Contributed to the creation and update of a comprehensive knowledge base, optimizing customer service efficiency and ensuring accurate and up-to-date information for the support team.

1. Experienced in managing a high volume of international and local inbound/outbound customer calls, averaging 80+ interactions daily, while maintaining a professional and customer-centric approach.2. Proficient in handling a diverse range of customer queries through various online channels, including email, ensuring prompt and accurate responses to maintain customer satisfaction and resolve issues efficiently.3. Skilled in identifying customer needs and providing effective solutions through well-versed telesales techniques, resulting in increased sales conversions and revenue generation for the organization.4. Demonstrated ability to adapt to dynamic customer requirements, staying updated with product knowledge and company policies, to deliver exceptional customer service and build long-lasting customer relationships.5. Proactive in collaborating with cross-functional teams to address complex customer issues, leveraging strong communication and problem-solving skills to ensure prompt resolution and enhance the overall customer experience.

1. Managed a high volume of incoming customer inquiries through various online channels, including live chat, email, and social media, ensuring prompt and accurate responses to resolve customer issues and enhance overall customer satisfaction.2. Successfully achieved and exceeded sales targets by proactively engaging with potential customers via outbound calls and effectively presenting product features and benefits, resulting in a significant increase in sales revenue.3. Developed and maintained a comprehensive knowledge base of products and services, allowing for quick and accurate responses to customer queries and providing valuable product recommendations, leading to improved customer retention and upsell opportunities.4. Collaborated closely with cross-functional teams, including sales, marketing, and product development, to address customer concerns and provide feedback on product performance, contributing to product enhancements and continuous improvement initiatives.5. Utilized customer relationship management (CRM) software to track and manage customer interactions, ensuring accurate and up-to-date customer records, and leveraging customer data to identify trends and patterns for proactive customer outreach and personalized support.

1. Efficiently managed store inventory, ensuring adequate stock levels of supplies and materials, while optimizing storage space and minimizing waste.2. Processed and tracked requisitions for various departments, accurately documenting and maintaining records of incoming and outgoing materials, and promptly resolving any discrepancies.3. Oversaw the day-to-day operations of the mail room, including sorting, distributing, and dispatching incoming and outgoing mail and packages to the appropriate recipients within specified timeframes.4. Implemented streamlined processes for mail and package handling, resulting in improved efficiency and reduced delivery times.5. Collaborated with vendors and suppliers to negotiate favorable terms and pricing, effectively managing procurement activities to meet the organization's needs while staying within budgetary constraints.