Uchenna Edeh Email & Phone Number

Responsible for managing and driving the delivery of goals as well as direct influence over annual corporate goals. Continually evolve and improve the overall customer service value proposition. Create an environment and culture that enables Customer Service Excellence in each and every call.Inspire, develop, manage and measure staff through example, formal coaching, preparation and delivery of performance reviews.Enthusiastically and authentically foster a culture of “being better” through positivity, engagement and active involvement.Delivering on Call Centre KPIs consistently and ethically – Average Handle Time, Schedule compliance, agent yield, Service Levels, Average Speed of Answer, attrition, log in %, occupancy, etc

Montreal, Canada Area

Montreal, Canada Area

Responsible for delivery of front-line services and staff management, including Customer Service Representatives (CSRs) and the overall operations of the contact center. Develop and coordinate implementation of CSR hiring (contractual and full time) and training plans for several clients Facilitate the reception of new CSRs and contract employees Develop plans to achieve optimal service levels within a multi-client team Administer contact centre/HR policies and evaluate the performance of contact centre employees on a monthly basis Conduct monthly call reviews to create timely Q&A reports for knowledge base Perform side-by-side and remote coaching (including call monitoring) Manage teams parameters (ensure punctuality / scheduling, customer satisfaction, resolution after first call, quality, etc.) Actively participate in the launching of initiatives and projects and lead the change management efforts in Montreal Strengthen team engagement and enhancement of CSR retention Develop call center cost reduction strategies

Montreal, Canada Area

In charge of strategic planning, development, staffing, management and financial performance of a call center for one of North America’s largest distributors of electric home appliances with a network that includes over 13 brands. Direct functions include:  Managing customer service call center: ensure call quality, call center efficiency, training, supervision of telephone agents, call escalation, resolutions Identify potential product problems for division heads, engineers & product development Working with adjuster from Continental Casualty Company (C.N.A. Canada) Assisting in management of company insurance portfolios with insurance consultant from Adelson Associates Inc.; worked on files with B.F.L. Inc., Marsh, Chubb Handling consumer correspondence Managing client reimbursements Analyzing customer feedback Producing and analyzing agent and product reports Processing and resolving property damage and bodily injury claims

Montreal, Canada Area

Montreal, Canada Area

Telemarketing sales of extended warranties & protection plan agreements Handle outbound sales leads by Telephone 400+ leads a month Prepare and send quotes to potential customers Conduct Follow Ups by telephone Understand customer needs and requirements Explain the features and benefits of our protection plan/service program Close sales through telephone calls

Montreal, Canada Area

Collected payments on delinquent credit card accounts: Performed pre-collections fund recovery, bad debt and delinquency management Design and utilize various collection strategies to locate right parties in order to negotiate payment arrangements on high collectability or value accounts Negotiate payment terms and methods when right party is reached. The process often requires reviewing the account information in database, and/or asking probing questions of the consumer in order to better understand potential objections to payment Overcome stalls and objections & suggest money sources for debt payment Utilize payment options (credit cards, direct checks, check by phone) and secure this information so that administrative services can process Advise management regarding collection strategy effectiveness for various portfolios Negotiate settlements within certain guidelines Take escalated calls from level I and II collectors

Montreal, Canada Area

Monitoring and collection of overdue accounts; General customer service; Sales Handle inbound sales leads by Telephone 400+ leads a month Attracts potential customers by answering product and service questions; suggesting information about other products and services Opens customer accounts by recording account information Maintains customer records by updating account information 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

Montreal, Canada Area

 Managed profitability and budgets Oversaw stock levels and ordered supplies and planned menus Ensured compliance with licensing, hygiene and health and safety legislation/guidelines Promoted and marketed the business Handled customer enquiries and complaints

Montreal, Canada Area

 Receive emergency and non-emergency calls for replacement of patient attendants and schedule changes and record significant information Dispatch patient attendants to appropriate locations Prioritize calls according to urgency and importance Enter data maintain logs of patient attendants activities and other information