Ogechi Ezeibe

Experience

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  The Lagos State Ministry of Health Drug Quality Control Laboratory

  Mar 2014 - Sept 2014

  Food and Drug Analyst

  Industrial Training Experience

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  OUTCESS SOLUTIONS NIGERIA LIMITED

  May 2017 - Aug 2021

  •Coordinate, monitor and manage all operational processes in the contact center and act as a primary escalation point for operational issues in the team •Make use of real time monitoring tools and available reports to monitor and analyze performance to achieve optimum productivity•Conduct periodic reviews, identify challenges and areas of underperformance and create performance improvement plans•Initiate and oversee projects in the contact center•Coach and train new joiners to boost their job knowledge and also increase team's confidence by facilitating periodic training and coaching sessions•Ensure timely and clear communication and understanding of contact center metrics, issues and updates•Use of Customer Relationship Management (CRM) tool to collate and analyze customer’s interactions to improve customer retention •Prepare and present reports for weekly, monthly and quarterly business review meetings•Escalate all IT related issues for resolution•Boost employee engagement by organizing team building activities coupled with incentives•Motivate and coach the team to ensure set targets, recovery and KPIs are met and exceeded•Ensure team members adhere to the organization’s rules, products, services and procedures Show less • Contacting customers and informing them about updated products and services• Ensuring customer satisfaction using proper call handling techniques• Telemarketing of products to customers to generate revenue• Resolving of customer’s issues and inquiries using various applications• Recording calls and customers' information for follow up using work tools• Escalating issues that cannot be resolved on the spot and following up where necessary• Conducting trainings for team members to ensure better understanding of products to improve customer service delivery Show less

  • Team Lead, Contact Center Operations

    Nov 2017 - Aug 2021

  • Customer Service Representative

    May 2017 - Oct 2017
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  Tek Experts

  Sept 2021 - now

  Service Delivery Manager

  Manage the daily activities of 20 technical support engineers, constantly providing excellent customer satisfaction through effective and high-quality service.Lead initiatives to increase team productivity by developing and tracking set KPIs, ensuring the team's alignment with corporate goals and objectives.Provide coaching and mentoring to team members and encourage personal growth.Foster and maintain relationships with Quality Assurance, and Business Enablement teamsEnsure the essential values of the client and the company are upheld.Serve as the primary point of contact for team operational concerns and client delivery management.Own, oversee, coordinate, and manage all cases to mitigate escalations and ensure prompt resolutionIdentify improvement opportunities to drive customer satisfaction in the team and execute performance improvement strategiesCollaborate with stakeholders and share weekly updates and progress reports Show less