Associate Team Manager
Communication Network Support Service Limited (CNSSL)
January 2010 - Present Day (7 years 3 months)
- Managed service experience and satisfaction for MTN Nigeria’s fixed line corporate clients and retail customers.
- Resolved and input provider/client requests into tracking system according to established guidelines
- Managed client request and complaints database - ensuring proper, accurate records and files are set up and managed.
- Document all inquiries within contact management system, follows appropriate guidelines for notepad documentation, and assigns case accordingly.
- Capacity to understand and interpret client and provider contracts while working with callers
- Ability to use and interpret multiple systems for claims, requests and complaints.
- Provides customer satisfaction to both internal and external customers and strives to continuously improve service delivery.