Team Lead Contact Centre (E-Banking Team)

Access Bank plc Nigeria

November 2017 to Actually working here

Providing Branch support services and training on Electronic Product and services (Internet and Mobile Banking, Token, WhatsApp Banking, USSD, Electronic Statement and Transaction Alert).
? Trained staff and monitored progress for the extent of their probationary period while achieving high levels of productivity, handling 700+ calls weekly during off-season, and averaging 100+ calls daily in peak season.
? Monitoring team performance and report metrics. Ensuring members adhere to company policy, e.g. Attendance.
? Build and manage solid client relationships; act as a liaison with bank personnel to effectively resolve any client issues.
? Maintained a 98% success rate and exemplary feedback from the client base.
? Identify the target consumers in terms of needs/pain points, local partners to support the content creations and update.
? Develop a framework for complaints handling process companywide to ensure all complaints received are accurately recorded/captured.
? Identify and escalate faulty processes (from complaints received) that require urgent review and re-engineering.
? Work with resolution partners to establish the root causes for complaints and identify processes for review or improvement to help reduce the overall complaints.
? Promote and optimize the use of the Contact Centre as a critical touch point for handling customer requests, understanding transaction behavior/needs and cross-selling of products.
? Communicate Voice of the Customer (VoC) throughout the organization based on feedback from customer contacts.
? Develop & communicate service tips as well as learning points from service failures.
? Foster and build good customer relationships for revenue growth and customer retention.
? Build senior level relationships in assigned accounts and expertise within the market.
? Understand and appreciate market trends, competitors' movement and industry information so as to serve customers better.
? Identify business opportunities and reciprocal businesses and areas of cooperation whenever there are opportunities

Contact center agent

Access bank plc

October 2015 to November 2017

? Answer calls and handle customer inquiries.? Ensure a customer friendly disposition at all time? Manage and resolve customer complaints.? Treat customer?s requests.? Provide customers with product and service information.? Document all call information according to standard operating procedures.? Complete call logs.

Master in public administration

January 2018 to January 2020

Bsc hon

January 2007 to January 2010

Career Goals

Industries of interest

Areas of interest

Availability to travel and work outside the city

Yes

Interests and hobbies