Julius Idemudia Email & Phone Number

Lagos State, Nigeria

Lagos, Nigeria

• Evaluate the quality of the performance of the call centre associates who deal with existing and potential customers.
• Recommend training materials as needed to enhance the overall customer’s experience.
• Utilize quality monitoring data management system to compile and track performance at team and individual levels.
• Participate in client engagement programs to identify client needs and expectations.
• Lead coaching sessions for the overall development of over 300 employees comprising customer service and telesales teams.
• Identify training needs, develop materials and organize training on processes for all customer service personnel to meet quality standards.

Lagos, Nigeria

• Responsible for end-to-end management of about 15 personnel primarily tasked with liaising with cross-functional teams to resolve issues and optimize customers’ experiences
• Directly responsible for ensuring consistent achievement of all Key Performance Indicators by the team
• Interface with management to design and optimize performance management metrics for team members necessary to drive measurable growth and consistently deliver the expected value
• Carry out regular evaluation of team members’ allocated tasks to ensure compliance with quality metrics and best practices
• Design and deploy Root Cause Analysis to deep-dive customers’ issues, engender their satisfaction, improve processes and utilize such insights to improve overall customer experience
• Responsible for simulating and documenting complex customer issues to find solutions to customer inquiries and problems, and ensure the upper-level escalation of issues to appropriate departments for adequate resolution

Lagos, Nigeria

• Responsible for taking control of and resolving complex and escalated customer-related issues, Utilize Root Cause Analysis to understand customers’ problems, engender satisfaction, and improve processes and overall.
• Possess strong knowledge of processes and effectively deploy same in ensuring swift resolution of customers’ issues
• Effectively liaised with other relevant departments/teams to identify problems, causes, and fixes and reporting to relevant management
• Document and simulate complex customer issues to find solutions to customer inquiries and problems
• Effectively acted as a Subject Matter Expert in all matters regarding issues resolution while adhering to quality metrics
• As the sole aftersales specialist for customer operations, I designed an effective service center database management system for use by customer service agents

Lagos, Nigeria

• Build sustainable relationships of trust through open and interactive communication with customers
• Handle special requests and complaints of customers while maintaining positive customer satisfaction
• Ensure follow-up through emails, SMS, social media, phone or any required means
• Obtain customer feedback, record them, and ensure effective communication to appropriate departments
• Ensure first contact resolution for all complaints and issues relating to customers
• Ensure cross-selling and up-selling to customers