• Project Management for ITSM tools, ensuring projects are delivered timely and to customer's expectations. • Delivery of ITSM tools with API integrations such as SMS gateways and CTI • Conduct of Process Discovery workshops to understand customer's pain points and leverage on tools to eliminate the pain points • Organize and conduct Training Workshop for Tools • Demonstrate tool's capability to prospects • Ensure that Inoks Service Desk SLA's are met and provide management reporting to identify areas to reinforce • Manage internal and external resources for different projects • Product Development of Fixed Asset Management Tool • Coaching and Mentoring of new and existing staff

My responsibilities includes• Management of call center daily operations including o Training, o Service quality checks and o Improving work process to maximize efficiency and efficacyo Reporting to the HOD on the trends of call statistics, volume and also staff development• Serviced affluent clients in terms of account/trade related issues. • Experienced in handling tacky complaints • Implemented numerous initiatives to improve customer service experience.• Handled big scale projects

Supervised of a small team of agents and encouraged clients to continue using the company’s services. Analysis of statistical data to report to higher management so as to further ameliorate the results of marketing drives.