Chikamso Uleanya CCSM, MCICRM

Experience

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  NTA-Star TV Network Ltd

  Oct 2010 - Jul 2011

  Call Center Representative

  • Contributed to company achieving and holding industry-leading customer service ratings.• Enhanced customer retention rate by staying on top of call scripts and maintaining control over direction of conversations.• Built sustainable relationships and trust with customers through open and interactive communication

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  NTA-Star TV Network Ltd.

  Jul 2011 - Dec 2012

  Call Center Team Lead

   Ensure revenue generation by ensuring staff are versatile in satisfying customer’s inquiry, resolving customer’s complaints, providing technical and operational support Ensured agents followed due talk procedure in receiving inbound calls and making outbound call Handle and resolve escalated customer’s complaints and ensure welfare of team members. Collate call logs with Microsoft excel, attendance, assess team members and carry out training based on quality assurance team’s assessmentKey Accomplishments- Under my lead, our customers now have better customer experience whenever they interact with our staff- I was able to develop a better understanding on the use of Microsoft package Show less

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  NTA-Star TV Network Ltd.

  Jan 2013 - Aug 2019

  Assistant Call center Manager/Trainer

   Primarily concerned with the creation of revenue by way of customer satisfaction Ensured supervisors and staff were knowledgeable of company’s products, services and policies but Training and retraining using Microsoft excel, role play, monthly and spontaneous quizzes Using Microsoft excel to prepare and analyze daily reports based on data collated from sub units in the department Handle and resolve escalated reports and complaints from supervisors Assist in the day to day decision making and running of the call center department Participate in the interviewing and recruiting of new staff as well as training of new recruits and staff. Preparation, designing and implementation of training topic and slides based on staff requirements.  Coordinating performance improvement training in collaboration with HR and other department’s managers. Organizing product training programs for employees especially when the company launches any new product or during promos. Help in providing and updating scripts, lists of frequently-asked questions ad work file, to help employees deal with customer inquiries. Providing training and assist in developing call center policies based on best practices to ensure that employees follow correct procedures in dealing with customers. Managing the creation and periodic update of all training templates for all employees. Show less

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  NTA-STAR TV NETWORK LTD

  Sept 2019 - Jan 2023

  Solar Contact Center Manager

  • Handled Customer credit evaluation to access customers eligible for instalment purchase of the Solar products• Managed, trained and monitored contact center team members to increased customer satisfaction by resolving usage associated issues.• Ensured customers paid instalment by persuasively and consistently pushing for payment