Joy Ene Email & Phone Number

Lagos, Nigeria

Lagos, Nigeria

Lagos, Nigeria

•Responsible for reviewing and auditing customer interactions- Analyzes/evaluates customer interactions (Emails, Voice and interactions via Social Media), to identify areas of service delivery that met and did not meet pre-established performance standards within the Contact Center. • Responsible for identifying areas of service improvements and developing programs that improve the overall quality of the customer’s experience when interacting with the Contact Center. • Responsible for the overall quality of the customer interactions, making improvement recommendations to the Line Manager and monitors the result of stated recommendations. • Conduct investigations for Customer intelligence purposes.• Provides structured and timely recommendations; verbal and/or written feedback to Customer Operations leadership and monitors the result of stated recommendations. • Performs mock calls with new hires post-training to determine readiness for moving into support.• Develops and conducts targeted group coaching sessions for staff that address Service Quality deficiencies and/or improvement opportunities. • Uses Contact Center tools to gather data and analyze trends or patterns affecting quality.• Collaborates with Customer Operations Leadership to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.

Lagos, Nigeria

• Successfully made 25 sales monthly, exceeding given monthly target.• Consistently generate revenue of over 16 Million naira from sales.• Devising the right strategy to generate leads for the business.• Instill disciplined use of CRM system for proper tracking, ensuring team achieves activity rate targets and maintains a pipeline of opportunities to meet or exceed sales objectives.• Build strong relationships with clients and subscribers through closed looped feedback.• Support incentives to improve sales and cross sell opportunities.• Compile weekly and monthly sales reports to analyze trends and adopt winning strategies.• Liaising with the sales and accounts receivable teams to resolve outstanding queries.• Motivating and assisting internal sales team on how to achieve business sales targets.• Deal with customer enquiries and grievances that require escalation. • Plan and contribute to process improvement initiatives and development programs.

Nigeria

• Engaged to deliver excellent customer service while also nurturing younger and entry level officers on the effortless and seamless process of ensuring customer satisfaction and retention. • Directly worked with the Contact Centre Manager on departmental improvement programs for continuous improvement and efficiency in customer service delivery. • Evaluate collated reports of inspection agents in the 40 inspection centres in the country for preparation of a proper all-inclusive reporting.• Assist in the implementation and monitoring of company policies and vision for the structured contact centre and customer service department of the business. • Successfully lead, supervised and mentored various teams to customer service excellence • Worked closely with Contact Centre Manager and VP Customer Operations to develop new models for delivering customer engagement programs.

Yaba, Lagos

As a Corporate Travel Manager for Hotels.ng. I am responsible for the growth and development of our portfolio of clients within and outside Nigeria. I work closely with the Technology and Account Management teams to develop our product offerings and create suitable packages for our customers.I help Companies cut their corporate travel expenses by up to 30%I reduce operational travel challengesI ensure safety of Client's Company personnelI seal spending leakages on per diem allowancesI offer the cheapest corporate flight/hotel rates in the marketI offer the widest selection of hotels (2,000+) in NigeriaTo discuss how I can be of help, please contact joy.o@hotels.ng

Yaba,Lagos

Making reservation for clients- Hotel Suggestion- Calls and mail handling - Customer complaint handling (Escalation, solving and closing of complaint)- Flight booking and inquiry requests - Discount and commission negotiation for long stay guest on demand- Redirecting customer request to appropriate department for resolution- Upselling and crossing selling of company packages to clients

Ikeja,Lagos

• Handle customer’s issues either via calls, social media platforms or emails and ensure prompt resolution of all such issues being logged by the customer in timely manner. • Ensure that exceptional service is provided to all customers at the very first contact. • Pay attention and stay sensitive to customer’s mood from the first second of contact. • Set reminders on all issues and ensure that proper follow up is done on every issue handled leaving the customers 100% satisfied with all resolutions reached. • Provide required information to all customers making enquiry about our products and services. • Resolving Customer Complains, queries and making recommendations on how to prevent future occurrence. • Created Simple and workable Customer Feedback process and Customer Appreciation program.• Develop and Maintain Customer Reward System as well as “Know Your Customer” policy. • Keep Customer Data Base at all times and maintain a bulk SMS system for easy client communication

Ketu

Collect and analyze body fluids, tissue and other substances to determine normal or abnormal findings.

Osun State

Tutor for JSS 2 Students.-Subject Teacher Basic science.-Member Examinations and Disciplinary Committees, responsible for creating exam timetables, exam reshuffling and questions vetting, end of term report filling and general student discipline.

Iyana-Ipaja, Lagos