Modupe Samson Email & Phone Number

Nigeria

*Overseeing the activities of the Quality Assurance department, developing, implementing and maintaining a system of quality and professionalism for the organization's development processes.* Responsible for similar excellent treatment received by customers, regardless of the analyst approached or the support channel used.*Reviewing a subset of analyst conversation via various channels (voice, email, chat e.t.c)*Assessing support interaction based on internal standards.*Accompanying evaluations with meaningful and constructive feedbacks.*Discussing and explaining assessments with Analysts in weekly feedback sessions.*Creating strategies to improve analysts KPIs.*Helping analysts improve their performance with trainings and constant support.* Monitoring of customers service and customer experience performance.*Creating report that reflect's the team performance.*Conducting calibration session to maintain consistency.

Lagos, Nigeria

*Providing day -to- day leadership to ensure a high performance, customer service-oriented work environment that supports achieving the organizational goals and objective, prioritize, assign, evaluate and supervise the work of all Customer Service Representatives.* Provide coaching and guidance for performance improvement and development; directs and overseas the training of new Representatives.*Write and conduct formal performance appraisals; participates in a variety of personnel actions.*Interacts effectively and diplomatically in all areas of employee relation, always projecting a professional image in keeping with the organizational goals and objectives exercising the highest degree of confidentiality.*Assume difficult and specialized customer relations situations, involving upset and dissatisfied customers and requiring sensitivity and sound judgment and talking action to resolve complaints.*Responding to correspondence and telephone calls, providing information and handling issues and complaints.*Overseas and perform maintenance on the records of past.

Lagos, Nigeria

*Follow up on customers request and ensuring feedback is given to customer on such request.* Take appropriate action to efficiently resolve issues.* Accountability- Talking responsibility for resolving customer's complaints/ issues end to end.*Feedback- Receiving and incorporating feedbacks from customers to improve personal and business performance.*Resolution- Communicate progress and resolution of issues to internal and external customers.*Investigation and resolution of e-transacioon issues across all payment channels (POS, ATM and WEB) and card schemes (VISA, Verve and MasterCard).*Customer liaison and relationship management that ensure customers success and repeat patronage.

Nigeria

*Act as the first contact person for all external customer queries.*Cross selling the banks products to both new and existing customers.*Receiving emails and phone calls and treating such request accordingly.*Ensure all queries from customers are effectively resolved.*Receiving and incorporating feedback from customers to improve business performance.*Providing excellent customer service when handling incoming and outgoing customers calls.*Resolves product and services issues by clarifying customer's complaint and applying the best solution to ensure resolution.* Provide resolution feedback to customers complaint to improve service delivery and ultimately lead to customer satisfaction and repeat patronage.

Bsc. Accounting, Accounting, Second Class Lower

Higher National Diploma (Hnd), Accounting, Upper Credit

National Diploma, Accounting, Upper Credit