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 management.• 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 customer churn.• 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.• Meeting with other managers to discuss possible improvements of customer support and experience.• Training staff to deliver a high standard of customer service in other branches.• Performed other related duties as required.

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.• Organize and orchestrate cross functional resources to fulfill customer requirements, and proactively engage in helping customer business success.• Initiate discussions on up sell /cross sell and refer to sales team.• Performed other related duties as required.

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; following up to ensure resolution.• 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.