Titilayo Phillips Email & Phone Number

Lagos, Nigeria

• Developed and overseeing ongoing quality assurance of the Customer Experience Agents’ interactions with customers with an aim of ensuring appropriateness, and consistency with pre-defined standards of engagement, and.
• Provide high-level support in the definition, and implementation of the organization’s strategy for customer experience management through the identification of strategic priorities, preparation of gap analysis between.
• Determine appropriate process and technology improvements required to support the Customer Experience Unit in its service delivery, such as maximizing the use of the omni-channel.
• Provide leadership, development and coaching of the agents. Actively engaging and supporting the development of the Customer Experience team to ensure better performance and succession planning.
• Drive cross-selling and up-selling of the organization’s products, to new and existing clientele.
• Contribute to the design and implementation of change programmes and projects which impact Customer Experience.

Lagos, Nigeria

• Responsible for First Call Resolution (FCR) of customer issues, achieved 90% result and 85% closure on escalated issues.
• Actively determined processes and technology improvements to ensure excellent service delivery by designing Business Requirements Document (BRD) and assisted in the needed requirement and development of a more robust.
• Led the team in knowledge sharing sessions to ensure better performance of the team.
• Communicated effectively with team members to ascertain their development needs are met whilst achieving their set objectives.
• Provided periodic reports to show statistical data of customers’ interactions with the organization.
• Received recommendations from the head of the Customer Experience Unit based on my outstanding performance.

Lagos, Nigeria

• Exceeded the daily call target and often met the quality assurance metric set.
• Achieved 87% First Call Resolution (FCR) and 80% closure rate on escalated issues.
• Promoted to attend to high network individuals based on my excellent performance.
• Telemarketed the organization’s products and services to customers in meeting the overall sales target.
• Optimized and adequately updated CRM systems for each interaction in order to build relationships with clients and for the purpose of providing customer feedback to management for improvement.
• In ensuring customer satisfaction and retention, responded to customers in a professional and timely manner.