Francess Ogbemudia Email & Phone Number

● Develop and manage relationships with key stakeholders to understand the business needs and align solutions accordingly. ● Provide product expertise, training, and support to ensure customers maximize the value of the platform. ● Identify trends and patterns in customer behaviour, leveraging data-driven insights to provide strategic recommendations for improving customer experience and driving revenue growth. ● Collaborate across teams to ensure consistent delivery of customer success initiatives, adapting strategies to cater to diverse cultural and regional requirements. ● Resolve customer inquiries and technical issues, collaborating with internal teams such as product development and engineering for timely resolutions. ● Document and track customer-reported problems, escalating critical issues and driving continuous improvement.● Ensure onboarding requests and user profile management are compliant with laid down requirements and procedures.

Lagos, Nigeria

● Onboard 30+ Support Engineers through instructor-led (ILT) & online (eLearning) technical training programs.● Facilitated 600+ hours of training for customer support Engineers on Azure and Microsoft 365, improving performance by 35%● Identify knowledge gaps, implement actionable plans, and evaluate results using the Kirkpatrick Model.● Collaborate with product managers, master instructors, as well as tenured support and application engineers to gather content and familiarize new hires with software and hardware products in the Azure cloud and Microsoft 365 environment. ● Provide course content, prepare conceptual graphics and presentations, and feedback regarding training products. ● Conduct weekly sync with Global Learning Experts and stakeholders for progress evaluation.

Lagos, Nigeria

● Resolved 800+ Azure and Microsoft 365 Subscription tickets in 10 months maintaining a 4.9 customer satisfaction score.● Communicate daily with 10+ Microsoft customers experiencing issues with the Azure Cloud Portal via phone, email, and chat to identify, diagnose, and troubleshoot their problem needs, as well as set expectations and deliver guidance on resolving the issue.● Maintained documentation for all cases including queries, process steps and resolutions consistent with customer commitments, prescribed protocols, and processes.● Processed refunds, manually settled failed payments, and provided financial analysis costs while using internal tools and pricing calculators for potential and existing cloud users.● Educated customers on how to manage Azure costs, billing processes and subscription management.● Volunteered to onboard new hires, guiding them on how to use the necessary tools and applications needed for the job, whilst consistently meeting and exceeding CSAT scores.

Lagos, Nigeria

● Contacted a minimum of 70 customers daily providing information about products and services, and resolved over 50 customers' complaints and inquiries via phone. email, and live chat daily. ● Resolved product issues by determining the root cause, and explaining the best actionable solutions to customers, contributing to a 71% increase in customer satisfaction.● Collated and managed customers' data using CRM tools and Excel.● Analyzed customers' information and records to determine creditworthiness.● Built strong relationships with customers through proactive problem-solving, attentiveness, and empathy, resulting in increased customer loyalty and repeat business.● Prepared weekly reports on tasks accomplished for the week, and also set goals for the incoming week.

Nigeria

● Worked with Medical Officers to respond to emergencies and provide patient care in the emergency room.● Collaborated with the laboratory department to obtain accurate results for tests carried out.● Performed data entry and ensured proper documentation of patients' details.● Monitored and managed in-patient regiments.● Headed the NHIS department, increasing the subscriber base by 68%.

Nigeria

● Supervised and managed a team of customer service specialists, ensuring exceptional service delivery and customer satisfaction.● Developed and implemented efficient customer service strategies and procedures to enhance the overall customer experience and meet organizational goals, improving client retention by 13%.● Conducted regular training sessions for customer service representatives, focusing on enhancing their product knowledge, communication skills, and problem-solving abilities.● Monitored and analyzed customer service metrics and KPIs, identifying areas for improvement and implementing corrective measures to achieve performance targets.● Collaborated with cross-functional teams, including sales, marketing, and operations, to streamline processes, resolve customer issues, and optimize service delivery.● Acted as a point of escalation for complex customer inquiries or complaints, ensuring prompt resolution and maintaining positive customer relationships.

Nigeria

● Utilized CRM tools to identify and route customer complaints and queries.● Managed over 5000 customer records and information database.● Responded to customers' queries via email, phone and live chat platforms.● Assisted customers with a warm and professional attitude.● Took inventory, perform data entry and scheduled stakeholders' appointments.

Nigeria