Odeh Christopher Email & Phone Number

Lagos, La, Ng

Nigeria

Lagos State, Nigeria

• Customer service management of all trade partners (Distributors, Retailers, Consumers).• Dealing with customers queries and enquiries, resolving and sharing feedback as required• Accountable for the improvement of trade/ customer satisfaction• Own the reverse logistics process from customer’s goods return and resolution• Continuous process improvements towards achieving a responsive and positive customer experience.• Provide support to sales and marketing team on sales promotion.• Manage and develop cross-functional relationships both internally and externally

Managing a team of Inbound Call Centre Associates.Ensure customer service excellence by providing information, training, coaching, monitoring and counseling to call centre agents.Troubleshooting any operational problems and providing workable solutions.Providing continuous improvement initiative, while creating and maintaining motivation within the team.Quality evaluation, monitoring and reporting.Compilation and analysis of call centre performance reports.Liaising with Call Centre management team to monitor the effectiveness of service policies and practices.Ensure Service Levels are satisfied by leading floor management and workflow distribution.Ensuring centre set parameters, SL, AHT, Quality, Repeat, C-SAT are achieved.

• Attending to issues escalated from the front desk and other customer touch points• Checking issues regarding billing to verify the claims and ascertaining the transactions• Resolving issues and meeting the Service Level Agreement (SLA)• Updating the team on new products and services launched on the network• Collating Escalation for the team and ensuring cases are genuine before escalation• Observing trends of complaints and escalating re-current issues for investigation and resolution• Follow up customer queries with calls when necessary• Updating observations and resolution on workflow management for communication to customers in case of a repeat call

Abeokuta, Ogun State

Inbound Associate:Up-selling and branding of products and services.Research required information using available resources.Handled and resolve customer complaints (Customer service delivery).Provide customers with product and service information.Process orders, forms and applications, identify and escalate priority issues. Follow up customer calls where necessary and complete call logs.

B.Sc.Political Science And Public Administration, Political Science And Public Administration, Second Class Upper Division

Activities and Societies: Parliamentarian: Social Science Students Association (SOSSA) 2008 Session. Represented Political Science.

Master’S Degree, Employee Relations And Human Resource Management

Student Member