Emmanuel Ogige Email & Phone Number

Lagos State, Nigeria

* Reduced onboarding time by 20%: Streamlined client onboarding by reviewing and restructuring the process, implementing a clear and concise program, and ensuring clients quickly understood product functionalities.* Improved CSAT score from 75% to 90%: Conducted periodic data analysis to identify trends and customer pain points, optimize processes, and enhance user pathways, leading to increased customer satisfaction and long-term loyalty.* Addressed root causes of customer challenges: Identified and resolved underlying issues by collecting feedback, brainstorming potential causes, implementing solutions, and tracking metrics to ensure effectiveness.* Enhanced cross-functional collaboration: Fostered better communication and understanding between customer success, sales, and product teams through regular cross-functional meetings, resulting in a 15% reduction in customer issues and improved product offerings.* Acted as a liaison between customers and product team: Gathered, analyzed, and prioritized customer feedback, leading to collaborative efforts with the product team and a 20% reduction in product-related issues reported by clients.

* Exceeded performance benchmarks: Achieved 130% email interaction volume, 200% outbound call volume, 100% quality assurance score, and 98% customer satisfaction rating at Renmoney Nigeria in 2022, surpassing company averages by 15%.* Facilitated smooth onboarding: Provided first-level support for new and existing customers, handling account inquiries, requests, and complaints through chats, emails, and other interactions.* Ensured timely issue escalation: Collaborated with technical, product, and finance teams to resolve escalated issues, provided regular updates to customers, documented all interactions, and conducted post-escalation analysis for continuous improvement.* Initiated customer satisfaction surveys: Analyzed survey data, identified pain points, and executed service delivery improvements, resulting in a 10% increase in overall customer satisfaction scores.* Developed extensive product knowledge: Understood product features and functionalities, guided customers to the right products, stayed updated on new features, and addressed customer queries effectively to enhance satisfaction and retention.* Improved first-contact resolution rate: Contributed to a 65% increase in customers resolving their inquiries or complaints on the first interaction, reducing customer effort and strengthening the customer-provider relationship.

Lagos State, Nigeria

* Built strong client relationships: Provided exceptional customer service throughout the sales process to maintain strong client relationships.* Utilized product knowledge: Demonstrated in-depth understanding of the product catalog, stayed informed about new launches, and made personalized recommendations, increasing average order value.* Implemented up-selling and cross-selling strategies: Encouraged customers to explore complementary products, boosting monthly sales and performance levels.* Streamlined loan processing: Directed and processed customer loan plans, reducing errors, ensuring accuracy, and improving application processing speed.* Integrated customer feedback: Incorporated customer feedback into sales strategies, addressed concerns, and made enhancements to improve overall customer satisfaction.

Lagos State, Nigeria

* Oversaw the overall performance of the team.* Resolved escalated issues promptly to ensure customer satisfaction.* Devised techniques to identify and address customer needs and concerns.* Achieved an 80% increase in the company's earnings from 2016 to 2018.

Lagos State, Nigeria

* Maintained Multichoice Nigeria's top-of-mind presence among customers.* Ensured timely resolution of customer complaints in accordance with operational standards.* Identified and acted upon cross-selling and up-selling opportunities aligned with customer needs.* Escalated payment issues to designated resolution units to uphold customer service standards within approved timelines.* Spearheaded the team that increased customer retention from 45% to 70% in the second quarter of 2016.