Kelechi
Personal data and contacts will be open only to employers with access to CV database
Customer operations(back office) 150 000
Job Type: Full-Time , open to relocation

Education

From 0 to 2005
University Of Nigeria Nsukka, MBA Management
From 0 to 1999
University Of Nigeria Nsukka,Bsc Marketing
No added languages

Experience

Customer Operations Executive
Airtel Nigeria
July 2011 - Present Day (5 years 9 months)

Selected Contributions

  • Ensure that all interactions with the customers result in satisfaction.
  • Resolved all customer complaints routed via Remedy, email, SMS and other channels as assigned by the Supervisor
  • Investigated and resolved of failed provisioning requests escalated from other units.
  • Resolved complaints due to errors on new products/services
  • Resolution of dropped balance issues and facilitating refunds for affected customers
  • Resolution of all recharge related queries and flagging revenue loss cases.
Customer care Executive
Zain Nigeria
November 2008 - July 2011 (2 years 8 months)
  • Responded to customer queries by phone, e-mail or text
  • Provided information about Zain’s services, policies or products
  • Identified and resolved customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard
  • Escalated and routed customer issues to the relevant process operators
  • Used organization and time management tools to track cases and meet turn-around-times and other required metric
  • Enlightened and educated customers on new products and initiatives within Zain
Assistant Manager(Sales/Marketing)
Handy Place Ltd
January 2005 - August 2008 (3 years 8 months)
  • Provided leadership and direction to marketing associates to guide the creation of marketing materials and ensure congruence with objectives

o Developed and managed a wide range of marketing tools, including promotional materials

  • Established sales objectives by forecasting and developing annual sales quotas, projecting expected sales volume and profit for existing and new products.
  • Implemented sales programs by developing field sales action plans.
  • Maintained sales volume, product mix, and selling price by keeping current with supply and demand, changing trends, economic indicators, and competitors.
  • Established and adjusts selling prices by monitoring costs, competition, and supply and demand.
  • Completed sales operational requirements by scheduling and assigning employees; following up on work results.
  • Maintained sales staff by recruiting, selecting, orienting, and training employees
  • Maintained sales staff job results by counseling and disciplining employees; planning, monitoring, and appraising job results.
  • . Resolved customer complaints regarding sales and service
  • Contributed to team effort by accomplishing related results as needed
Marketing Executive
Everyday Emporium
January 2005 - June 2005 (6 months)
  • Drove up target-market product sales through designing and launching new marketing strategy
  • Performed presentations to new and existing clients
  • Successfully maintained and increase client base by designing and implementing strategic customer retention/ loyalty project
  • Increased the sales revenue