Ofure Aigberadion

Experience

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  Quality Analytical laboratories and services

  Oct 2011 - Oct 2012

  Laboratory Analyst

  § Maintained and improved the occupational Health and Safety Management system § Delivered accurate, fast and reliable test results to clientsKEY RESPONSIBILITES§ Ensure that equipment are calibrated and recalibrated before and after use strictly adhere toreference materials and ensure good quality laboratory results§ Comply with safety security standards by wearing apt personnel protective equipment for tasks.

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  Royan hospital

  Jun 2017 - Apr 2018

  Customer Service Representative

  • Resolve customer complaints through phone and email.• Attend to customer’s questions, concerns and provide possible solutions. • Providing customers with service information.• Contact different HMO for Authorizations.

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  Scancare diagnosis center

  May 2018 - Jun 2019

  Marketing

  • Contact and meet potential clients on a regular basis for new opportunities.• Develop positive relationship with existing clients for repeat business.• Recommend changes in products, service and policy by evaluating results and competitive developments.

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  Access Bank Plc

  Sept 2019 - May 2023

  -Engaged at least 100 customers daily via voice interactions, achieved 90% first contact resolution, improved team’s productivity by 15%. -Communicate responses to customers in a clear and professional mannertocontribute to their overall satisfaction with the product and servicesprovided.-Take ownership of each inbound engagement by bringing prompt andaccurate resolution to exceed customer expectations.-Maintained data & information records for future references which meets company and regulatory requirements, documents actions taken to resolve client problems. Show less

  • Social Media Analyst

    May 2021 - May 2023

  • Call Center Representative

    Sept 2019 - Apr 2021
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  Access Bank Plc

  Nov 2023 - now

  Quality Assurance Specialist

  -Mentor and coached 20+ agents on SOP and strategies-Monitor and evaluate randomly selected interactions to access agents Service level standard.-Complete analysis of results to identify root causes or tends that will lead to efficiency and quality gains in the organization.-Conduct monthly calibration sessions with team members to developscoring consistency and best practices.-Produce weekly reporting based on audits and offer suggestions for improvement.