OPEYEMI APATA

Experience

• 

  Boulos Enterprises Limited

  Apr 2011 - Aug 2011

  Maintenance Engineer
• 

  NYSC

  Jan 2014 - Jan 2015

  TEACHER
• 

  Zodiac high school

  Sept 2015 - Jun 2017

  Teacher

  Tutor and mentor student

• 

  Hope Microfinance Bankk

  Jan 2017 - Mar 2017

  Management Information System Executive

  Data collection, Update customers’ loan reports, Customer Service, Cash drive, Marketing service to customers.

• 

  Workforce Group

  Mar 2017 - Feb 2018

  Onboarding Officer

  Onboard new staff, Prepare documents for interviews, Conduct Examinations

• 

  Silicon Projects

  Jul 2017 - Sept 2017

  Internship Trainee, Solar Engineer

  System sizing

• 

  Konga Online Shopping Ltd

  Jul 2018 - Dec 2018

  Call Center Representative

  • First and second level resolution of complaints from various channels; Calls, WhatsApp, Social media • Sell products and place customer orders in the computer system, provide product and service information to customers. • Research, identify, and resolve customer complaints using applicable software.

• 

  GTBank

  Dec 2018 - Jan 2021

  Contact Center Agent/Supervisor

  • Meet daily target for calls/mail/chat • First and second level resolution of complaints • Perform call monitoring and escalate trending complaints to the responsible team. • Identify, and resolve customer complaints using applicable software. • Maintain all processes and quality of work within the department. Practiced and enforced all security and safety procedures.

• 

  Ikeja Electric

  Jan 2021 - now

  Customer Capture: Responsible for the processes involved in setting up a new customer on the platform.Customer Maintenances: Responsible for all customer maintenance requests all through the customer lifecycle on the network. This includes: • Authenticating and validating all customer change requests (suspension, reactivation, tariff change etc.) these requests are captured using IE force application, authenticated and sent to the billing team for subsequent processing • Processing all requests with direct implication on the customer’s account status. • Initiating all status change requests and liaising with the Finance as well as the billing team to ensure that these requests are processed.• Ensuring that of all customer change/correction of names/address and other assigned task via the CRM portal are promptly treated within the defined SOP.Customer Migration Management: Responsible for all processes involved in the migration of customers from the postpaid to the prepaid platform. This involves: • Initiating the “stop-billing” process which ensures that the new prepaid customers stop receiving postpaid bills• Liaising with the sister departments in the computation of all customers outstanding for subsequent migration to the new prepaid platform• Ensure that all applications are processed timelyReporting: Generate monthly reports on all customer maintenances. This includes: New customer capture, Change of Name/Address, Tariff Reclassification requests, Account Reactivation and Account Suspension Requests. Show less • Train and prepare call centre representatives to respond to customers’ questions and complaints and troubleshoot problems with services or products. • Analyse team and individual statistics and productivity; devise and implement an incentive program to improve metrics while maintaining quality. • Perform call monitoring and escalate trending complaints to the responsible team. • Handle difficult calls and act as an escalation point to ensure customers issues are dealt with in a timely manner. • Identify knowledge gaps using the quality assurance (call monitoring tool) and provide learning or coaching opportunities, and taking corrective action, where necessary. • Conduct weekly team meetings on contact center metrics, products, policy and guidelines. • Achieve 90% First time resolution rate of customer’s complaint • Resolving complaints received from regulatory bodies inclusive of NERC, FCCPC, LASCOPA, etc whilst adhering to the regulations guiding the industry.• Prepare and analyse internal and external quality reports for management staff review • Working with other supervisors, internal stakeholders and management team members to support agents and ensure customers’ expectations are met. • Send notifications to customers via various channels.• Other duties as assigned by the manager Show less

  • Customer Service Operations Supervisor

    Nov 2022 - now

  • KYC Analyst

    Nov 2022 - Feb 2024

  • Customer Service Operations Supervisor

    Jan 2021 - Feb 2024

  • Customer Service Expert

    Jan 2021 - Nov 2022