Folakemi Omokanye Email & Phone Number

Lagos, Nigeria

Nigeria

Relationship manager-• Manage a team of agent• Coordinate and monitor the activities of call center executives• Assist in monitoring compliance to defined service levels within the call centre.• Assist in ensuring prompt, complete and satisfactory resolution/feedback on queries• Monitor team performance to ensure efficiency in call handling and customer service delivery• Promptly escalate issues that affect effective and efficient customer service delivery to Supervisor, Contact Center Operations.• Ensure prompt and complete documentation of customer interactions/transactions by assigned team• Act as the primary interface to support the business’s goals in the most efficient manner possible through effective customer experience and service delivery.• Provides strategic leadership and direction for service delivery and support to customers. • Provide guidance and manage the performance of subordinates. • Ensure Individual agents are performing against targets, reviewing their performance and coaching /training them to do so• Meet on a regular basis with their supervisor/manager both to provide feedback but also receive instruction or actions• Responsible for keeping agents informed of what is happening in the call center and anything that may impact on the agents • Also get involved or working on specific projects for the call center Commercial-• Review inbound call flow to get an understanding of the customers’ needs, and identify opportunities to introduce alternative or additional products/services to improve customer experience and drive revenue.• Support the marketing and sales teams to drive business objectives through customer advocacy initiatives• Build rapport with customers to increase renewals, referrals, and cross-sell and upsell opportunities.

Lagos, Nigeria

• Liaise with internal teams to ensure customers issues are resolved at 1st contact.• Act as 2nd line of escalation to other supporting partners on issues tending beyond agreed SLA.• Monitor team members to ensure activities are carried out within agreed SLA as set by the organisation.• Manage activities within the team to ensure customer relationship is maintained and issues are resolved via different social media handles WhatsApp, Twitter, Facebook, Instagram and web channels using the Lithium application.• Strategically monitor customers trends using the Lithium, AACC, Koopid, Dialpad, and Brand24 applications.• Tactically provide support to internal teams on customers issues with negative traction on all social media handles.• Monitor web chats on AACC to ensure the right support and feedback is provided to customers.• Ensure surveys are sent by team members to help access customer satisfaction after each closed interaction. • Carryout deep dive on customer surveys to isolate areas of improvement. • Monitor team members to provide the right feedback to customers who have had a poor experience.• Develop work and schedule flow for the team to help manage SLA. • Oversee the day to day partner operations to ensure fruitful partnership experience.• Assist in establishing coordination with internal teams to deliver seamless customer experience.• Energetic collaborator, influential communicator and, technology savvy.• Employee engagement to access how effective tasks are being carried out. Access general well being of team members. Proposed activities to help the team stay informed and in the right frame of mind at work.• Creative with Canva designs

Lagos

Analyst, Customer Loyalty and Retention at 9mobile August 2019 – January 2021 -Market survey on new products -Business analyses of new and old products to ascertain reasons for churn and dip in the usage of products so as to adapt to customers need -Making telesales of products and services -Customer satisfaction or dissatisfaction survey -Planning pro-actively while interacting with clients -Take steps to contribute to formulated initiatives and apply retention and loyalty programs towards customers -Upselling and cross-selling skills -Identify and implement a new process plan to improve customer support service-Market survey on new products -Business analyses of new and old products to ascertain reasons for churn and dip in the usage of products so as to adapt to customers need -Making telesales of products and services -Customer satisfaction or dissatisfaction survey -Planning pro-actively while interacting with clients -Take steps to contribute to formulated initiatives and apply retention and loyalty programs towards customers -Upselling and cross-selling skills -Identify and implement a new process plan to improve customer support service

Nigeria

Analyst Contact Center Operations January 2013 – August 2019 Customer Care Executive | Etisalat Nigeria • Drove retention management through telemarketing. • Proactively reinforced customer experience and ensured that customers’ needs are being met. • Contributed to the continual profitability, success and positive image of Etisalat in the marketplace through customer retention strategies. • Analyzed product and service requirements for various segments through customer service feedback mechanisms. • Collected data and information on customer care concerns, needs and problems and suggested appropriate corrective actions. • Ensured full integration of customers’ needs with the overall service delivery