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Temitope
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Customer service/customer experience 150 000
Job Type: Full-Time

Education

From 0 to 2010
University of Ado-Ekiti
No added languages

Experience

Analyst Product intergration/Customer experience
Etisalat Nigeria
November 2011 - Present Day (5 years 5 months)

Participated in product concepts, development, testing and launch

Attend all new products, services and promos meetings from conceptualization and development to testing, training and launch

Conduct tests which cover all anticipated customer problems and issue product functionality and User Acceptance Test (UAT) reports for new products and Value Added Services (VAS) products which met a 100% customer satisfaction benchmark

Prepared FAQs, training slides and conducted train-the-trainer sessions with frontline staff which ensured a 100% understanding of these products USPs

Conduct mystery shopping/ mystery calling of frontline teams to ensure that products launched are being supported as scoped

Ensure that at least 10% of the frontline teams are tested on knowledge of the products, services and promos launched

Mystery shopped via telephone and visits on frontline teams to ensure 100% understanding of USPs of products and promotions which achieved a target of 70%.

product intergration officer/NYSC
EMTS,etisalat nigeria
October 2010 - November 2011 (1 year 2 months)

Product monitoring

Participated in product concepts, development, testing and launch

Conducted UATs of proposed new products which met a 100% customer satisfaction benchmark

Participated in Users Acceptance Test of every products; to test pre and post launch customer experiences

Conducted mystery shopping.