Augusta Esenwa

Experience

• 

  MultiChoice Group

  Jan 2007 - Jan 2009

  Customer Service Specialist

  Resolved a minimum of 30 customer complaints via telephone daily.Provided reliable product education, and cross-sold DStv products.Developed top-notch contact centre reports to ease operations.

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  Crystalife Assurance PLC

  Jan 2009 - Jan 2010

  Investment Executive

  Efficiently managed the proprietary and capital market portfolios.Reconciled investment records with the General Ledgers. Negotiated favourable interest rates with banks and other financial institutions, while cementing symbiotic relationships with third-party stakeholders.

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  MultiChoice Group

  Jan 2010 - Jan 2018

  Earned a meritorious promotion to QA, Manager following a period of stellar performance in delineating and coordinating departmental functions for a team of 7 quality assurance executives.Stipulated an objective QA evaluation strategy that mentored contact centre agents in close, yet symbiotic proximity, leading to an average 85% score in overall call quality, product education and increased customer retention.Sustained viable relationship management with third-party contact centre contractors, to ease high-pressure campaign seasons while actualizing performance deliverables for the department.Improved the KYC metrics and deployed intelligent voice of customer (VOC) analysis to ascertain pain points and improvement opportunities in customer experience and product development.Provided top-notch and incisive reports to management aid marketing and operations decisions and provide timeous market insights that cemented DStv and GOtv market lead.Creatively identified unique selling opportunities through programmatic TV content, adopting the same in the extant call scripts to increase awareness for Big Brother Naija, EPL, La Liga and other proprietary media content. Show less Developed objective quality control measures that pegged individual and team performance at a commendable 85% (average) across technical and competency metrics. Provided coaching and mentoring to contact centre agents with rapt attention to assisting interns acclimate and execute totally unsupervised within 1 month of employment.Liaised with contact centre line management and human resources department in delineating strategic training interventions to sustain optimum performance in the contract centre. Show less

  • Quality Assurance Supervisor

    Jan 2014 - Jan 2018

  • Quality Assurance Specialist

    Jan 2010 - Jan 2014
• 

  MultiChoice Group

  Oct 2018 - now

  Outlined a pervasive CVM strategy for Nigeria that has consistently achieved the overall objectives in sets, and further aligned component business units in the Customer Group vis-a-vis cementing the MultiChoice Group leadership in ARPU.Consistently revamp the outbound customer-facing operational guidelines to slash churn, surge retention, and elevate market share through the top-tier subscriptions while influencing product upselling with low-tier packages.Actualized 65% of set DStv targets for CVM within the initial fiscal year of appointment as projected and budgeted.Initiate forward-thinking predictive and propensity modelling to ameliorate customer lifecycle, assert TQM for the client join journey, and facilitate collaborative campaign management.Conduct evaluative analysis of user data using effective database management and reporting; highlight extant customer experience opportunities informed by accurate inter-team customer engagement insights.Analyses impact and effectiveness of CVM target-attaining activities on customer retention; managed their alignment to segment marketing and channel. Show less Produced a nascent quality management system that revised existing quality assurance metrics to attain objective customer engagement standards, surge product/service awareness as well as revenue.Developed cogent telemarketing and sales support upskilling initiatives, and sustained the minimum 90% first contact resolution of customer queries with routine product education, supporting the same with a well-designed call script.Aptly supported a myriad of MCG, Nigeria customer retention campaigns across market segments, that ameliorated the onboarding, retention and win-back of disconnected customers.Stipulated new initiatives and successfully developed nascent outbound contact centre models that merged the MCG, Nigeria Operations, Marketing and Customer Experience revenue and client management objectives for heightened knowledge management of revenue and competitor analysis objectives. Show less

  • Manager, Customer Value Management

    Aug 2021 - now

  • Quality Assurance Manager

    Oct 2018 - Feb 2022