Mitchelle Egbuniwe Email & Phone Number

Abuja, Federal Capital Territory, Ng

Abuja, Federal Capital Territory, Ng

Abuja, Federal Capital Territory, Nigeria

Lagos, Lagos State, Nigeria

Maintaining a deep knowledge of company products and services. Building and maintaining strong relationships with prospective and existing clients. Researching and pursuing new business opportunities. Identifying clients' needs and requirements and proposing suitable solutions.

Lagos, Lagos State, Nigeria

Lagos, Nigeria

My role as Quality Assurance Manager and Team Lead is multi-dimensional and fun!It involves managing the customer experience journey and providing support for customers. As Team Lead of the Contact Centre, I work with different teams to bring various fundamental elements of Customer Experience together, ensuring that Customer Experience is considered in design and user experience during Product and Channel Conceptualization, Development and Release. I am also responsible for building members of my team through coaching. I regularly review a subset of their conversations with customers, ensuring compliance with established standards and procedures. I provide accompanying evaluations with constructive feedback, resulting in a more confident and high performing workforce.

Lagos, Nigeria

My key role as a Customer Service Manager was to direct, guide, influence and support the Customer Service representatives as well as the Service Quality support teams to achieve the expected efficiency standards of customer satisfaction.- I assisted in ensuring that bottlenecks at the Centre were reduced to ensure a smooth flow of activities and achievements.- I Implemented and managed rewards and recognition programmes for customer service staff and managed the loyalty programme for customers. -I conducted root cause analysis on complaints and proffered solutions to improve customer experience- I carried out voice of customer surveys and followed up with various departments for implementation

Lagos, Nigeria

- Managed incoming interactions including enquiries, suggestions, requests and complaints via various channels including phone, email, social media and live chat - Built sustainable relationships and trust with customer accounts through open and interactive communication, averaging 95% week-on-week first contact resolution - Served as the first contact point for customers and leads on subscriber management matters, identifying and assessing customers’ needs to achieve satisfaction - Generated interest in new products and connected leads with sales team when acquired - Updated customers’ records on the CRM tool, including notes about conversations and outcomes for ease of reference

Lagos, Nigeria

- Prepared the work schedule for front office staff and supervisors, along with the tasks to be completed each shift- Handled guest requests and satisfied their needs within acceptable guidelines- Prepared daily reports to the General Manager and periodically met with management to review goals and metrics- Acted as the first point of escalation on complaints from customers, responding to inquiries and processing bulk requests - Conducted regular spot checks and cash skims and made bank deposits on behalf of the company

Master Of Science - Ms, Mass Communication/Media Studies

Bachelor'S Degree, Mass Communication/Media Studies

Activities and Societies: Drama director

Bachelor Of Science - Bs, Mass Communication/Media Studies