•Ensured customer privacy and security of data.•Implemented policies to protect customers from fraud and other forms of abuse.•Maintained customer loyalty by providing excellent customer service.•Offered user protection support to help customers protect their information and accounts.

-verify,clear and block users.-Keep fraudsters off the system.-Assist new users in registration.-Limit and Id review.-Refund and reversals.

Responsible for assessing the quality of performance of the call center teams dealing with existing and potential customers i.e monitoring the inbound and outbound call and email responses to assess the team member's demeanor, technical knowledge on products and processes, customer service performance, and conformity to company policies and procedures. Other tasks include;- Assisting the Call Center Manager in developing, implementing call center quality processes andprocedures; as well as making recommendations on training to be done to improve the overallIprocure customer experience.- Performing quality checks and audits of inbound and outbound calls to ensure adherence to policies &procedures (e.g., quality, accuracy, and timeliness) and a high level of customer service.- Designing call monitoring formats and quality standards;- Call monitoring and provide trend analysis data & feedback to call center team leaders and managers.- Using quality monitoring data management system to compile and track performance at team and- Monitoring customer care social media and email responses to customers and ways of improving theresponses.- Participating in customer and client listening programs to identify customer needs and expectations- Answering team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance;- Preparing and analyzing internal and external quality reports for management staff review.- Improve the current Iprocure Net Promoters Score by ensuring a high customer satisfaction rate- Coaching Customer Service Representatives on work procedures including but not limited to the proper call handling and maintaining call quality standards.

The ensured excellent service standard maintained high customer satisfaction and represented the brand's modern and convenient customer-centric service model. Other tasks were ;- Grew the customer base, ensured retention of existing customers through a high level of customer experience management.- Responded to customer inquiries channeled through email, or social media accounts (WhatsApp, SMS,Facebook, Linked In, Twitter, etc.)- Dealt with customer’s escalations via tickets, SMS, emails, walkins, and calls.- Lead and motivated Contact Centre team to optimum performance levels to achieve agreed targetsManaged the daily running of the call center, effective resource planning, and implemented call centerstrategies and operations.- Reviewed the performance of staff, identified training needs, and planned training sessions. Assistedthe Call Center Manager in recruitment and training on Product Knowledge, Customer Service & Experience, Customer Centricity, Phonetics, Tone, and Pitching.- Analyzing call statistics and other data to determine the level of customer service performance achieved by the team and provided them with the resources needed to reach their goals.- Issued Credit Reports, Certificates of clearance, letters, and other supporting documents as required by customers while adhering to set guidelines.- Kept records of customer interactions and transactions, recording details of inquiries, complaints, andcomments as well as actions taken in the CRM software (Zendesk).- Exceeded productivity targets by marketing company products and meeting customers satisfaction.

Oversaw the QA of the Contact Centre, ensuring that customers were provided with exceptional customer experience. Other tasks were ;- Responsible for the performance and coordination of 100+ In / Outbound Customer ServiceExecutives.- Organized and directed the day-to-day activities of a team of Customer Care Reps to resolve customerissues, deliver superior customer service, and ensure customer satisfaction.- Conducted pre-shift team meetings daily setting focus and priorities for the day to ensureproductivity of the Executives along with their KPIs.- Evaluated, monitored, and developed overall CSR performance while ensuring the quality of all customer support activities met the client standards expectations within the assigned line of service- Listened and evaluated a pre-determined number of calls per agent while ensuring that quality standards were met.- Identified knowledge gaps and liaised with the Call Centre Leadership team to arrange training for CareTeam Reps.- Championed best practices on calls and drove for changes that improved the overall customer experience.- Provided support to new agents during the nesting period by scheduling coaching sessions, compiling and preparing daily, weekly and monthly reports promptly and per approved reportingstandards.- Assisted the Manager with the daily operation of the call center to include the development, analyses, and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.

Daily customer engagement –received/initiated Customer interactions( on the phone, mail, or social media ) to ensuremaximum satisfaction, retention, and growth in revenues. Other tasks were ;- Developed and managed customer relationships for assigned accounts to gain strategic positioningwith decision-makers, retain existing revenue, and attain additional business.- Handled customer complaints, provided appropriate solutions and alternatives within the set timelines, and followed up to ensure resolution successfully enhancing service delivery excellence.- Placed outbound phone calls to current customers to solicit customer feedback, provide support andtelemarketing campaigns.- Implemented Customer experience management strategies which strengthened customer relationships,increased customer retention and minimized churn through customer win-backs.- Monitored and tracked customer requests by ensuring accurate customer records were documented,directed to the relevant department and resolved to customer’s satisfaction.- Resolved customers’ complaints while identifying problems and taking appropriate corrective action,increasing client retention ratio significantly.- Followed existing CCI Customer Care processes and escalated customer queries and issues tomanagement, as appropriate- Promoted to QA / Team Leader owing to excellence in delivering excellent client service.- Raised the 24-hour percentage closure of cases from 8% to 51% against a target of 21% resulting in greatercustomer satisfaction- Achieved the highest score ( 83%) ranking in complaint handling, closure of cases within 24 hours keyperformance Indicator.- Increased customer base by 75% within the first 3 months by responding quickly to their concerns.- Achieved over 95% customer satisfaction through customer experience/expectation management- Achieved an average call quality of 98% which was rated as excellent performance.