Handle Employee inquiries, complaints, advances billing questions and payment extension/service requests. Calm angry and aggrieved employees, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal software- users in accounting, programs, administration, news, and relate their complaints to management for prompt actions.
Managed a high-volume workload within a deadline-driven environment. Resolved an average of 70 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
Became the lead “go-to” person for new employees and particularly challenging calls as one of the company’s primary trainers of new and established employees on their IPPIS registration, Documentation and the required Capturing.
Helped company attain the highest Employee service ratings (as determined by external auditors- Adedayo Arowolo and Co) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
Completed voluntary IPPIS Employee service training to learn ways to enhance Employee satisfaction and improve productivity of the IPPIS systems
Provide the necessary support services which include reception, documentation and registration of clients and participants, organizing venues and hotel accommodation for the company and other logistics as well as counseling at the various workshops and training sessions. Handled incoming calls from customers, responding to inquiries, resolving problems and correcting Registration/required Training Package errors. Provided quotes and executed Business policy as regards pricing, certifications and changes for Government Business, Retail Customers and School Business Customers. Used consultative selling techniques to provide leads for School Partnership Business.
Recognized as “#1 Customer Service Rep” (out of 8 reps in the Abuja Regional Branch) in fall 2011. Ranking was based on accuracy, customer service, duration of calls and availability.
Co-developed on-the-job training program that reduced training time from eight weeks to five.
Contributed to an 8% sales increase in 2011 by improving lead-generation and sales-tracking techniques. Developed the Abuja School Business Model currently turning in over 100million naira termly
Design and Implement the Abuja Inter –school completion to reward partner school and encourage the development of ICT skills in Nigerian schools.