Azeta Blessing

Experience

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  Jumia Nigeria

  Oct 2020 - Feb 2022

  *Jumia Payment services/ Fin-tech (JumiaPay) Support Specialist*- Respond to enquiries and requests concerning payment services and the fin-tech sector of Jumia- Assist customers to resolve issues related to application of loans, purchase of vouchers and airtime and payment of bills(e.g electricity and TV subscriptions)- Give adequate information to customers as regards the services on the Jumia one application e.g payment of bills and purchase of vouchers- Conduct surveys on how to improve our services on the application and Jumia Financial services as a whole via calls and providing feedback to management for improved services - Help facilitate customers refunds for unsuccessful or cancelled orders by providing the finance team with the customer’s account details Show less *Proactive Issue Resolution Specialist*- Facilitate customer’s refund payment for cancelled or failed orders within stipulated timelines by collating customer’s bank account details and forward it to Refunds team to facilitate refund.- Ensuring that foreseen issues are already proactively resolved*Reactive Issue Resolution Specialist*- Responsible for taking control of and resolving complex and escalated customer issues by utilizing Root Cause Analysis effectively.- Professionally ensuring pacification of customers who experience issues- Doing proper follow ups to ensure that issue experienced do not re occur- Making outbound calls using “xcally” and sending emails via “salesforce” in order to communicate resolution to customers- Ensuring and maintaining excellent customer satisfaction through proper issue resolution Show less *Outbound customer support specialist*- Made outbound calls to confirm customers orders.- Made outbound calls to conduct surveys and compile customer’s feedback in order to improve company’s processes and recommend improvements to management.- As a super agent, I handled escalated and upset calls, maintained, and updated the outbound call.- Assisted new and existing agents with handling challenging calls by onboarding and educating them thereby ensuring customer’s satisfaction at the end of every call.*Inbound customer service specialist*- Ensuring total customer satisfaction through proper handling of incoming calls.- Build customer’s loyalty by rendering excellent customer service and achieving customer satisfaction (CSAT) score of 98% by addressing customer’s inquiries and requests.- Analyse customer needs and complaints while adhering to company policies.- Proper use of experience to ensure first contact resolution *Webform(Emails) customer service specialist*- Responding to customer requests and enquiries via mail using the CRM tools(Salesforce)- Liaise with relevant departments to identify, understand and resolve customer’s problem and improve processes and overall customer experience using the necessary work tools like “Xcally” for calls and “Google chats” for in house communications Show less

  • Jumia Payment/Fin-tech Support Specialist

    Dec 2021 - Feb 2022

  • Issue Resolution Specialist

    Oct 2021 - Dec 2021

  • Customer Service Specialist

    Oct 2020 - Oct 2021
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  Reliance Health

  Feb 2022 - Nov 2024

  • Communicate courteously with clients and internal customers via phone calls and emails.• Politely attend to client’s suggestions, objections, and complaints• Assist clients by guiding them through the decision on the choice of a health plan.• Upgrade enrollees’ Health plans accordingly.• Attend client meetings with Sales Representative for proper introduction and handover.• Communicate with corporate key contacts to inform them of updates in service.• Understand and be knowledgeable of the various peculiarities of clients.• Conduct surveys to evaluate customer satisfaction.• Forward feedback, tasks, and recommendations to appropriate units/personnel.• Raise invoices for clients and follow up to ensure prompt payment of premiums.• Register prospective enrolee’s on the RHMO database.• Schedule onboarding sessions with client representatives and onboard the enrollees in theorganization.• Schedule and organise Health Talks at clients’ organization• Schedule and organise wellness checks.• Organize corporate events that will improve client retention. Show less - [ ] Respond to incoming chats via the application and social media using fresh chat, also respond to prospect, enrollee and provider's emails via fresh desk- [ ] Generate Pre-Authorization codes to providers for enrollee's primary and secondary care.- [ ] Manage and resolve prospect, enrollee and provider's complaints, handle billing questions, payments, and service requests.- [ ] Provide product and service information to prospect, enrollee and provider.- [ ] Research, identify, and resolve prospect, enrollee and provider's complaints using applicable software.- [ ] Process orders, forms, and application.- [ ] Recognize, document, and alert the supervisors of trends in prospect, enrollee and provider's calls.- [ ] Deliver fast, friendly and knowledgeable service for routine questions and service complaints.- [ ] Follow up with customers to offer additional support and check resolution satisfaction.- [ ] Document, research, and resolve customer service issues and Compile customer feedback and recommend improvements to management.- [ ] Anticipate needs and resolve problems to keep customers happy.- [ ] Win back loyal customers by directly handling service issues. Show less

  • Key Account Manager

    Jan 2024 - Nov 2024

  • Corporate Retention Associate

    Jan 2023 - Nov 2024

  • Reliance Care Officer

    Feb 2022 - Jan 2023
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  IThorizons

  Aug 2024 - now

  Client Relationship Manager

  - Managed relationships with clients and Original Equipment Manufacturers (OEMs), ensuring seamless collaboration and mutual growth.- Spearheaded IT solutions initiatives for commercial banks, contributing to annual revenue targets.- Executed pipeline development strategies to achieve $4.5M in potential deals, aligning with industry-specific needs.- Conducted workshops, technical engagements, and proof-of-value demonstrations to enhance client satisfaction and project success.