Kehinde Kasim

Experience

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  CONTACT SOLUTIONS LIMITED

  Dec 2010 - Nov 2012

  Contact Center Team Leader

  •Handling of life threatening emergency calls on: (Accident, Robbery, Building Collapse, Fire outbreak Riot and many more)•Escalation of Emergency Calls & Crime, Tip Offs to appropriate Government agencies for prompt response.•Keeping the Customer Relationship Management (CRM) Software/data Updated on Emergencies handled.•Exchanging Vital Information with Government Agencies during critical emergencies.•Providing Exceptional Customer Service via First Call Resolution.•Updating the Call Center Status Report, Case Study Reports, Escalated Live Cases Report, and many more.•Meeting the demand of our numerous customers and keeping them satisfied (Saving the lives and property of the public)•Meeting Organizational Service Level Performance/KPI•Enlighten customers on services rendered on the project.•Providing Leadership to my team members. 收起

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  Etisalat Nigeria

  Dec 2012 - Sept 2016

  Customer Care Analyst

  •Attend to inbound calls, offering technical and detailed assistance to help resolve issues pertaining to the network at First contact.•Resolve customer complaints via phone, email, mail or social media•Making of outbound calls and also respond to enquiries and complaints of customers through telephone or emails.•Enlighten and educate customers on new products and initiatives within the company.•Resolve queries relating to customer’s network account using the CRM application software/data.•Route customer issues to the relevant units using defined escalation channels•Attend team meetings and trainings as required.•Collate and prepare appropriate daily, weekly and monthly activity and performance reports For the attention of my line manager. •Perform any other duties as assigned by my line manager•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.•Identify and Assess customer’s needs to achieve satisfaction and first call resolution. 收起

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  Sway Telecom

  Nov 2016 - now

  Sales and Service Executive

  •Sell telecommunications products and services to individuals such as FNL, Broad band Wi-Fi etc.•Giving Customers Adequate information and after sales services of device gotten from the company. •I am also responsible for achieving sales and/or profitability objectives, typically from new clients or accounts. Identifying marketplace opportunities, prospect and engage new clients, develop proposals, and manage the contract process•Aligned to monthly & daily targets.•Identify, contact and build relationships with prospective customers through a combination of telephone and in-person cold calls, networking and referrals to obtain appointments. 收起