Janet Adebayo

Experience

• 

  Etisalat Nigeria

  Aug 2010 - Jun 2014

  • Received enquiries and escalated issues regarding Etisalat Corporate products and services.• Followed up on resolving issues to ensure customer satisfaction and retainment.• Assisted with information on bills, Credit Limits and status of deposits and supported dealers with issues regarding products and services. ● Drove retention management through telemarketing.● Ensured customers' needs were met by placing outbound calls to customers for resolution feedback. ● Analyzed product and service requirements for various segments through customer service feedback mechanisms. ● Ensured full integration of customers' needs with the overall service delivery.

  • Analyst, Corporate Help Desk, Contact Centre Operations

    Jan 2013 - Jun 2014

  • Analyst, Inbound, Contact Centre Operations

    Aug 2010 - Jan 2013
• 

  9Mobile Nigeria

  Jun 2014 - Aug 2018

  Team Manager ; Customer Care Operations (Inbound Team)

  • Acted as the primary interface to support business objectives most efficiently through effective customer experience and service delivery.• Reviewed inbound call flow to understand the customers' needs and identify opportunities to introduce alternative or additional products/services to improve customer experience and drive revenue.• The "go-to" person for customer care analysts in providing guidance to maximize customer satisfaction, customer loyalty, performance metrics and quality.• Managed, motivated, trained, and coached customer care representatives to deliver exceptional customer experience.• Acted as a first-level escalation point for challenges beyond the front-line staff's sphere of control. Show less

• 

  9mobile

  Aug 2018 - now

  ● Served as a link between management and stakeholders by handling questions, administered solutions, and resolved issues to foster a more positive relationship. ● Participated in the implemented of all Contact Centre operational plans. ● Analyzed identified trends in customer queries/requests/complaints and escalated to the relevant stakeholders/team. ● Liaised with the Quality Assurance team and Training units to identify and implement Call Centre executives' and Team Leads training interventions timely.● Acted as a second-level escalation point for issues beyond the Contact Centre Team Lead sphere of control. ● Monitored the Work Force Management report for the Contact Centre executives to ensure optimal performance of resources. ● Developed and implemented performance measurements and quality control matrices for all Contact Centre staff. ● Fostered employee engagement and built a positive workplace culture amongst 450 frontline employees. Show less • Ensured all Mails from Nigerian Communication Commission, Financial Institutions, Dealers, Corporate and Individual customers were closed within Three (3) to Six (6) hours of Service Level Agreement with the most appropriate resolution.• Ensured Service Recovery is done across all channels, and applied compensation or refund where applicable. • Constantly monitored team performance to ensure efficiency in treating all mails and maintaining all agreed SLA.• Embedded a performance culture and framework and reviewed processes to achieve service levels and improvements against set targets.• Ensured the end-to-end process is robust and documented, optimizing customer's journey and service quality per time. • Deployed daily/weekly/monthly customer satisfaction surveys to gauge First Contact Resolution and Customer Experience. Show less

  • Contact Centre Supervisor

    Sept 2021 - now

  • Team Manager ; Customer Care Operations (Email Team)

    Aug 2018 - Sept 2021
• 

  ESMCS Limited

  Apr 2019 - May 2023

  Assistant General Secretary

  • Led national negotiations with external agencies to meet agreed business agendas. • Devised bargaining plans to meet organization objectives. • Campaigned tactically to maximize membership possibilities.• Gained extensive knowledge in data entry, analysis, and reporting.• Ensured quality and safety compliance of all products through diligent quality assurance inspections.

• 

  Leadway Health

  Jul 2023 - now

  Head; Contact Centre| Customer Experience| Employee Engagement| People Management| Client Services

  •Creating policies and processes to ensure all clients are attended to promptly, accurately and professionally.•Developing the team to ensure a delivery of consistent and superior customer experience across all channels.•Providing leadership for Team Leaders and Agents. •Engaging and supporting the development of all team members to ensure better performance.•Conducting regular one-on-one sessions and fostering a culture where training and development are integral to the team's growth.•Embedding a robust performance culture and framework, and reviewing processes to ensure we meet all agreed service levels and improvements against set targets.•Identifying and instilling best practices, processes, and systems that are tested and trusted in the customer experience space. Show less