Osebhakhiemen Ugochukwu

Experience

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  Insourcing outsourcing LTD

  Dec 2013 - Aug 2016

  Service Executive

  •• Resolved customer complaints by 100% through escalated grievance resolution procedures while identifying problems and taking appropriate corrective action.• Answered telephone calls from potential applicants who have been solicited through advertisements by explaining products or services and prices and answered questions as well.• Built and maintained relationships with potential customers, partners, and other stakeholders to expand company's network and reach.• Monitored and reported on key performance metrics, such as revenue growth and customer acquisition, to track progress and identify areas for improvement.• Communicated directly with customers and partners to build strong business networks and relationships.• Established and maintained highly effective relationships with clients and industry partners to drive growth.• Identified business development challenges and customer concerns for proactive resolution.• Implemented innovative business development strategies to increase customer base and expand market share.• Implemented creative sales training techniques for new and existing staff to increase revenue and overall success. Show less

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  Whytecleon limited

  Aug 2016 - Oct 2020

  Customer Support Executive

  • Provide excellent customer service by efficiently resolving issues and responding to inquiries.• Provide technical support to users via phone, email, chats and in-person meetings.• Collaborate with cross-functional teams to improve products and provide the best possible experience for all clients.• Listen to customers' questions and concerns to provide answers or responses.• Manage customer service effectiveness by monitoring performance and assessing metrics.• Collect customer information and analyzed customer needs to recommend potential products or services.• Build strong relationships with field operations team to support business development opportunities and improve service.• Conduct surveys to determine customer opinion of products and services.• Resolve issues through active listening and open-ended questioning, escalating major problems to manager.• Improve office operations by automating client correspondence, record tracking and data communications.• Answer telephone calls from potential applicants who have been solicited through advertisements by explaining products or services and prices, and answer questions as well.• Cross-selling products which offer faster and more efficient way of managing administrative and academic related processes like payments, registration, invoicing, access to education financing, virtual classroom, e-library and so on.• Ensure all issues reported are logged and followed up until resolved, ensuring 100% email resolution.• Respond explicitly to 100 customers' calls and requests per day, providing quality and accurate information service to customers inquiring about the company’s products and services. Show less

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  First Bank of Nigeria Ltd.

  Oct 2020 - now

  Contact Centre Representative Specialist

  • Answered and managed incoming calls, emails or chat messages from customers, clients, or prospects in professional and courteous manner• Adhered to company policies and scripts to consistently achieve call-time and quality standards.• Provided accurate and timely information about products, services, pricing, promotions, and company policies to customers.• Met and exceeded performance targets, such as call handling time, first call resolution rate, customer satisfaction, and sales targets by at least 90%• Continuously learnt and updated knowledge about company products, services, and processes• Ensured that standard operating procedures are documented and maintained.• Attended telephone skills and program information training sessions to boost aptitude.• Educated customers on company systems, form completion, and access to services.• Boosted customer service satisfaction ratings through consistent quality control.• Achieved high satisfaction rating through proactive one-call resolutions of customer issues Show less