Ibiyemi Adu

Experience

• 

  Independent National Electoral Commission

  Mar 2016 - Mar 2016

  Assistant Preciding Officer (Volunteer)

  Conducted the senatorial re-run in Obot Akara Zone, Akwa Ibom.

• 

  ZOFA Creative Hub

  Jul 2016 - Mar 2017

  Personal Assistant
• 

  VoguePay

  Mar 2017 - Mar 2022

  *Oversee implementation, integration and upgrade of new/existing solutions in customer relationship management.*Facilitate periodic consumer focus sessions to receive feedback from merchants.* Implement customers' feedback, suggestions and recommendations to increase the rate of customer satisfaction, loyalty and retention*Monitor competitor analysis with regards to customer experience management.*Work closely with the Digital Media, Project Management and Technical teams for the actualization of projects.*Oversee the day to day operations of the customer service department(UK and Nigeria).*Create and implement effective customer service procedures, policies and standards.*Stay informed of the latest industry trends to boost efficiency and productivity in the department.*Maintain accurate records and documentation of all customer service activities.* Create customer satisfaction goals and coordinate with the team to ensure productivity.* Generate and analyze weekly and monthly departmental report from the system as well as the CRM.*Oversee chargeback, risk management and fraud control.*Liaise with third parties such as acquirers and gateway providers.* Recruit, mentor and develop customer service agents.* Generate and review productivity metrics reported on the CRM and apply best practices to areas of improvement. * Facilitate internal and external meetings between merchants, service providers, acquirers e.t.c Show less *Proper review of all emails sent out to merchants to ensure quality service is rendered to customers.*Ensure proper follow up with various departments to meet set SLA and ensure customer satisfaction.*Evaluate the performance of front line officers and provide feedback to the line manager for effective performance review.*Continually maintain expert knowledge of all company product, services and policies.*Monitor and coordinate daily activities of customer service officers to ensure quality service is provided based on set standards.*Recommend solutions to improve processes and customer service experience.*Execute decisions made by the line manager in a timely and efficient manner.*Strategizing and monitoring daily activities of customer service operation.*Assisting customer service staff with duties where required.*Training staff in areas of customer service and company policies. Show less

  • Team Lead, Customer Support & Experience

    Jan 2020 - Mar 2022

  • Customer Support Supervisor

    Mar 2017 - Jan 2020
• 

  Casava

  Feb 2022 - now

  Customer Experience Team Lead