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Vivian Omasan
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Call centre manger supervisor
Job Type: Full-Time

Education

From 0 to 2002
Ambrose Alli University, Ekpoma, Edo State
No added languages

Experience

Consultant: Customer Operations
TechMahindra Telecoms Solutions (Subsidiary of Airtel Nigeria LTD)
October 2008 - December 2012 (4 years 3 months)

Main duties/responsibilities;

  • Investigating and resolving all complaints escalated to the company via email, letters, fax, walk-in and web, within an agreed service level to ensure customer satisfaction.
  • Follow-up on all such complaints escalated from all customer touch points, as backend support.
  • Ensure effective products/services support to all customer touch points including staff.
  • Conducting customer satisfaction surveys and interviews.
  • Writing weekly reports on prevalent complaints on the network.
  • Identifying and managing all customer relations issues.
  • Writing weekly and monthly reports on trend analysis of queries and network statistics received
  • Supervising team members
  • Other adhoc functions assigned.
Call Centre Associate
AIRTEL Nigeria LTD ( then operating as VMOBILE NETWORKS)
December 2004 - October 2008 (3 years 10 months)

Main duties/responsibilities;

  • Answering all customer inbound calls, in accordance to standard company policies and agreed service level.
  • Timely escalation of unresolved customer requests, to appropriate channels.
  • Updating customers on all new and available product and services.
  • Informing customers of available promos and loyalty packages.
  • Carrying out monthly customer satisfaction surveys.