Akinyode Idowu MNIM, MBA (in View)

Experience

• 

  Appzonegroup

  May 2015 - Mar 2016

  Client Relationship Partner

  Duties: Merchant Acquisition Prospecting of existing merchants  Signing on of new merchants for the bundled solution offeringSolution implementation Merchant in-store solution setup Merchant in-store sales data collation Merchant web store sales data collation Merchant in-store sales data migration Merchant web store sales data migration Merchant users trainingMerchant 1st level on-going support Remote support On-site support Business process outsourcing Show less

• 

  Etisalat Nigeria

  Mar 2016 - Mar 2023

  Customer Service Representative

  Obtains client information by answering telephone calls; interviewing clients; verifying information.Determines eligibility by comparing client information to requirements.Establishes policies by entering client information; confirming pricing.Informs clients by explaining procedures; answering questions; providing information.Maintains communication equipment by reporting problems.Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.Updates job knowledge by studying new product descriptions; participating in educational opportunities.Accomplishes sales and organization mission by completing related results as needed Show less

• 

  9mobile

  Jul 2017 - Mar 2023

  Customer Care Executive

  -Attend to and resolve customer queries promptly and courteously at all times-Forward customer issues that cannot be resolved at first contact to the relevant unit(s) using defined escalation channels-Mastery of skills set required in the resolution of 90%-95% of customer queries.- Generate revenue for the organization through telemarketing/telesales-Document/capture all customer interaction using approved software and escalating unresolved issues as required .-Primary interface between the company and her subscribers- Work with the Quality Assurance Team to carry out User acceptance test on products before and after it is launched into the market . Show less

• 

  Unateus

  Jul 2020 - Dec 2020

  Operator/Telesales Executive

  • Contact potential or existing customers to inform them about a product or service using scripts• Answer questions about products or the company• Ask questions to understand customer requirements and close sales• Take and process orders in an accurate manner• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.• Updates job knowledge by studying new product descriptions; participating in educational opportunities.• Handle grievances to preserve the company’s reputation• Go the extra mile to meet sales quota and facilitate future sales• Contribute to the team performance by sharing and implementing Best Practice Ideas. Show less

• 

  Prokip

  Nov 2022 - now

  Business Relationship Manager

  Implement and configure ERP application consulting customers.Train end users in specific modules of ERP application.Provide post-sales support as needed.Collect requirements, analyze businesses and execute process workshops.Interact with teams of developers, offshore teams then monitor and tune performances.Participate in all ERP implementation steps as assigned.Consult client to collect all relevant data for implementation.Prepare necessary project documentations associated with implementation like manuals, customer query data, issue logs and their resolution.Identify and develop business processes and demonstrate good report writing skills.Develop and enforce collaborative working relationships with customers.Setup Promonie payment gateway for clients to process their payment. Show less

• 

  Kaizen Gaming

  Mar 2023 - now

  ● Overseeing a team of 22 staff members that ensure the smooth running of customer support operations of the company.● Setting customer service goals/targets for team members and helping them achieve those goals.● Training new employees and retraining all staffs on excellent customer service delivery.● Supervising the daily operations of the customer service department● Analyzing support workflows and making recommendations to improve efficiency and effectiveness.● Assisting with the design and rollout of new support channels and service offerings.● Proactively identifying and acting to remove barriers to delivering consistently high levels of service.● Engaging in cross-functional relationship to meet business needs, and then monitoring and fine-tuningperformances.● Using customer service data, observations and market trends and reports getting a clear picture of the department's operations and ways to improve it.● Giving employees heads up of new processes and strategies to help with process or sales improvement initiatives.● Analyzing and summarizing customer issues in order to prepare appropriate solutions/clarifications to respond to customers.● Analyzing customers’ inquiries to form the basis for FAQs update to invariably enhance self-help.● Monitoring the Chatbots/Virtual Assistant feeds to customers, in order to ensure it’s matching the rightdialogs to different intents.● Creating dialogs and intents for Chatbots/Virtual Assistant in line with the processes of the department.● Creating Brains for Chatbots/Virtual Assistant in different categories, and also analyze them using Moveo.Ai. Show less ● Managed a large volume of inbound and outbound calls, emails, and chats with excellent product knowledge and efficiency.● Identified and addressed customer needs, and helping customers use specific features with top-notch customer satisfaction rate.● Upsold products and services to customers when appropriate.● Contributed to team goals and initiatives to improve customer satisfaction and retention.● Provided feedback to management on customer issues, concerns, and trends.● Provided up-to-date product and service information to customers.● Exceeded performance targets across all indices.● Channelled unique customer cases to supervisors or the appropriate department, and provide context whennecessary.● Monitored the Chatbots/Virtual Assistant feeds to customers, in order to ensure it’s matching the right dialogs.● Created dialogs and intents for Chatbots/Virtual Assistant in line with the processes of the department.● Created Brains for Chatbots/Virtual Assistant in different categories, and also analyze them using Moveo.Ai. Show less

  • Customer Service Team Leader

    Mar 2024 - now

  • Junior Customer Service Agent

    Mar 2023 - Mar 2024