Nelson Egharevba Email & Phone Number

Lagos, Nigeria

• Ensure end-to-end account management for Enterprise customers, review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support, SLA and relationship.
• Provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests appropriately to ensure customer satisfaction and minimizing.
• Constant analysis of managed customers portfolios/database for Revenue and Debt management, confirm Quality Assurance on generated bills and prompt invoice delivery.
• Pro-active analysis of all support systems (charging, billing, etc.) as well as enterprise products with a view to identifying customers pain points and resolving issues before escalation.
• Engage with customers, maximize value, and create strategies to grow customer base, undertake on-site visits to clients and diplomatically ensure that they stay subscribed.

Lagos, Nigeria

• Act as a voice of customer within the company, ensure product feedback loop and influence internal improvement to provide smooth customer journey.
• Communicating promptly, courteously with customers by telephone, email, letter and face to face.
• Focus constantly on service level performance improvement; implement tools and reports in order to measure customer service activity and its performance.
• Deliver advanced technical troubleshooting and problem-solving solutions for corporate customers including issues escalated to the highest level of management.
• Manage relationship with customers to maintain overall customer growth which ensure customer retention and loyalty.
• Manage critical issues by setting customer expectations, devise and implement action plans and professionally communicate measures to all parties involved.

Lagos, Nigeria

• Serve as the primary customer contact for technical and business issues for assigned accounts; manage change requests and contract renewals.
• Maintain high customer satisfaction and ensure that customers act as the company's advocates.
• Provide phone and email-based technical support to corporate customers while ensuring ticket resolution and customer satisfaction.
• Continuously review processes and behaviors across all points of contact with customers to ensure optimal customer satisfaction and identify areas for process improvement.
• Effective monitoring and reporting of customer performance and utilization.
• Regular customer-facing support via calls and visits; introduce new product offerings and features.

Lagos, Nigeria.

• Obtain and verify client information by handling inbound calls in accordance with the company’s guidelines and policies.
• Attracts potential customers by answering product and service questions; suggesting information about other products and services.
• Maintained and improves quality results by adhering to standards, guidelines and recommending improved procedures.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment.
• Escalated appropriate queries to Backend.
• Performed other related duties as required.

Higher National Diploma (H.N.D), Electrical Electronics Engineering.

Activities and Societies: Society of Electrical Electronics Engineering Students Promoting Intellect among students and members.

National Diploma (N.D), Electrical And Electronics Engineering

Activities and Societies: Society of Electrical Electronics Engineering Students Promoting Intellect among students and members.