Segun Bashorun,Ccem Email & Phone Number

Nigeria

Lagos, Nigeria

Effective use of key dashboards and call activity reporting to ensure excellent performance. Follow all steps of TOPS to manage their team and their shift daily to ensure 30% of their shift is spent managing their team. Support, motivate, evaluate, develop, and coach their agents to continually meet and exceed their individual/team targets.Completes regular monitoring of their team's handled contacts and provides appropriate feedback, coaching and education to ensure agents meet the minimum client requirements. Proactively maintain and deliver the required service levels whilst masing productivity in the team to ensure the desired financial goalsProvide "real-time" support to Agents experiencing difficulties on calls and handle rate and/or upset customers' inquiries promptly & professionally when necessary. Works together with a "Point of Contact'' to identify issues and generate actions plans for the KPI assignedEnsure all Teleperformance policies and procedures are adhered to including and limited to, Security, HR and Operations.

Lead business development, guide product/service development, oversee operations, build and mentor teams, manage finances, and drive marketing efforts. Identify and establish partnerships, collaborations, and strategic alliances to enhance the company's market presence. Drive business growth by exploring new markets, customer segments, and revenue streams.Implement efficient processes and standardsCoordinate customer service operations and find ways to ensure customer retention Ensure compliance with local and international laws (e.g. data protection) Oversee the implementation of technology solutions throughout the organization Oversee expenses and budgeting to help the organization optimize costs and benefits Mentor and motivate teams to achieve productivity and engagement Report on operational performance and suggest improvements Supervising all human resources and administration operations.

Nigeria

Managed Customer Experience agents across Africa. Working with teams inNigeria, Ghana, Kenya and Tanzania. Improved the troubleshooting process with developers, reproducing key userexperience issues and subsequently testing fixes prior to release.Evaluated, tested and resolved problems with users on Boomplay app.Lead product testing with the support teams. Directed the support team to work within the agreed SOP for all communication channels. Conducted surveys with the help of the support team which led us to discover problems with 200 user accounts. The team was able to reduced customer complaints by 25%. Implemented new reporting style for management to capture key customer experience metrics to measure which lead to increase revenue by 30%.Coached Customer Experience agents on the best ways and approaches to relate to customers and improved Customer satisfaction by 20%. Supervised the daily workflow of the Customer Experience Department.

Lagos, Nigeria

Resolved complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.Improved client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.Organized daily workflow and assessed appropriate staffing to provide optimal service.Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths. Consulted with other departmental managers to discuss ideas to improve customer service and executed implementation to promote operational processes. Weekly reporting and analysis of customer and riders' data through NPS, CSAT, DSAT and Customer Effort Score.Attend to agents' questions on product knowledge, new processes escalation within internal departments to resolve customer complaints.Scheduling weekly operations meetings with for COO and various head of departments in Lagos and Abuja.Reduced customer complained by 20% after volunteering to enroll in complaint handling training organized by the company.Improved resolution of customer complaints by ensuring that customers' enquiries and issues are resolved by at least 98%.

Lagos

Managed decisions and recommendations about extending lines of credit.Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews.Consulted with other departmental managers to discuss ideas to improve customer service and executed implementation to promote operational processesImproved understanding of financial statements, which helped in assessing risk.Assisted our COO with administrative duties like facility management. Managed training of staff on organization culture, customer approach and service identification which improved customer service quality and ensured system-wide efficiency improvement.Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote a safe working environment.Reduced the customer verification and loan application to 24 hours from 72 hours.

Lagos

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.Provided primary customer support to internal and external customers.Collected customer feedback and made process changes to exceed customer satisfaction goals.Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction by 95%.Managed loan processing; monitored and ensured compliance of borrowers to covenants, warranties and conditions, loan repayments and recovery; and followed up on debt recovery which ensured credit risk mitigation and reduced delinquency.Adequately oversaw online customer service via social media, emails and WhatsApp messaging; responding promptly to customer inquiries and ensuring customer satisfaction.Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction by 95%.

Lagos

Handled communications and correspondence in a courteous and professional manner which improved client-staff relationship and promoted customer retention.Demonstrated respect, friendliness and willingness to help wherever needed.Used critical thinking to break down problems, evaluate solutions and make decisions.Identified and executed opportunities to enhance service delivery in order to optimize merchants' experience.Compiled and maintained database of merchants’ interactions, transactions, complaints and actions taken, referring unresolved complaints to appropriate departments for further actions.Achievement Recognize and execute opportunities to improve service delivery in order to optimize merchants experience, access a greater customer base, maintaining a key performance indicator (KPI) of 85%.I was able to achieve resolution of customer complaints by ensure that customers enquiries and issues are resolved by at least 98%. Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.

Lagos

Handled communications and correspondence in a courteous and professional manner which improved client-staff relationship and promoted customer retention. Demonstrated respect, friendliness and willingness to help wherever needed.Used critical thinking to break down problems, evaluate solutions and make decisions. Identified and executed opportunities to enhance service delivery in order to optimize merchants' experience.Compiled and maintained database of merchants’ interactions, transactions, complaints and actions taken, referring unresolved complaints to appropriate departments for further actions.Achievement Recognize and execute opportunities to improve service delivery in order to optimize merchants experience, access a greater customer base, maintaining a key performance indicator (KPI) of 85%.I was able to achieve resolution of customer complaints by ensure that customers enquiries and issues are resolved by at least 98%. Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.

Yaba1 Hq

Answered customer telephone calls promptly to avoid on-hold wait times.Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.Offered advice and assistance to customers, paying attention to special needs or wants.Handling and resolving customer complaints regarding product sales to customer service problems.Processing forms, orders, and applications requested by customersIdentifying, escalating priority issues and reporting to high-level management.Data entry of call notes and call reports as necessary and updating them in CRM. Obtaining and evaluating all relevant data to handle complaints and inquiries. Recording details of comments, inquiries, complaints, and actions taken. Managing administration, communicating and coordinating with internal departments. Achieved quality assurance score of 95% during period.

Sabo Yaba Lagos

Data entry and revision data of client information to ensure accurate client records and payments for over 50 clients. Provided operational support to promote company by demonstrating a thorough knowledge of company’s products and services, and promoted marketing and sales by assisting clients in service decision making.

Anambra State Nigeria

Teaching the students practical aspects of home management.

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