Oyakhilome Charles

Experience

• 

  First Bank of Nigeria Ltd.

  Jun 2017 - Jan 2019

  Service Executive (Customer Service, Financial Inclusion Services)

  • Receive complaint from customers and follow through to resolution.• Attend to daily enquiries, queries, tracers, and miscellaneous issues arising fromcustomers-initiated transactions.• Guide customers on online banking and mobile banking registration.• Cross-selling bank products by answering inquiries; informing customers of newservices and product promotions; ascertaining customers’ needs.• Designing of customer journey map with focus on all customer touch points, possiblefailures at those touch points and building strategies to mitigate failures.• Prepare and render reports to appropriate authorities on E-business.AGENCY BANKING NETWORK (Financial Inclusion Service)• Identifying and onboarding of active agent on our agent banking network.• Acquisition and management of agent network in the assigned location• Work with sub-agent to on-board and facilitate registration of Agents.• Organize weekly training for Agent.• Vetting of documentation for KYC compliance to avoid infractions.• Send daily, weekly, and monthly reports as at when due to regional head• Ensure direct reports meet targets, goals, and deliverables supporting operation’scall quality metrics for all contact center staff.• Work daily to improve processes and performance that enhance bottom line resultsthrough meetings and calibration calls with client and other subsidiaries.• Responsible for team engagement, leadership, performance management, coaching,talent development, and auditing Digital Marketing Experts.• Responsible for weekly and Quarterly business review with clients to ensure thattheir quality objectives and target are being met.• Designing of Customer Experience grid and methodology with focus on agentperformance improvement and overall customer satisfaction.• Drawing up standard operating procedures for the quality team and the contactcenter.• Managing customer feedback and training agents to close identified gaps. Show less

• 

  Ecobank Nigeria

  Apr 2019 - May 2022

  Customer Service Specialist (Premier Banking, HNI)

  Providing first level support or issue resolution for clients and escalating issues in- line with the internal support escalation procedures and following up with same to ensure closure.• Route customer issues to the relevant unit using defined escalation channels. • Resolving customer enquiries and complaints; reducing TAT and increasing customer satisfaction• Document/capture all customer interactions using approved software (CRM) and escalated unresolved issue to the manager, contact centre team lead as required • Identifying training needs of agents using various assessment metrics and recommending trainings for improved product knowledge/service delivery. • Organizing/facilitating in-house trainings for Call Center Agents.• Composing call scripts for agents on various products and services to enable them engage customers properly in line with Global best practices.• Assisting Agents to follow-up on customers’ complaints for prompt resolution.• Analyze customer feedback and complaints to identify improvements to channel execution and brand perception, thereby ensuring maximum customer satisfaction. Show less

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  Teleperformance

  Jul 2022 - now

  • Team Lead

    May 2023 - now

  • Customer Support Specialist (Ride Hailing)

    Feb 2023 - May 2023

  • Meta Boost Leaders Network Community Coordinator

    Jul 2022 - Jan 2023