Plan, develop and implement strategy for the Customer Relationship Management Function
Play a leadership role in the development of proficient Customer Relationship Management processes and applications.
Deal with customer enquiries, complaints and feedback of information; being able to up-sell and cross-sell the company products and services on 80% of inbound calls using the Call Centre Telephony - CISCO and CRM tools.
Develop, optimize and implement business models for retention of company’s customer base
Manage and optimize customer information on a Customer Relationship Management software
Effectively resolving and imputing customer enquiries into the tracking systems (Remedy and TABs), following
appropriate guidelines for notepad documentation, and escalate issues accordingly.
Provide directions and advice on Customer Relationship Management activities and ensure monthly reporting
Identify and implement processes to improve and ensure accuracy of customer data
Managing the Customer Care telephone lines
Ensure key customer memorable events are promptly acknowledged
Member, Team Management
Quality Champion, attaining exceptional quality score in monthly appraisals.
Train team members on new products, services and promotions that will enhance the team strength.
Helped the team to better organize their meetings by adhering to best practice.
Fidelity Bank Plc, Lagos State, Lagos Mar 2008 –Mar 2009
Customer Service Officer (Operations Unit)
Attending to Customers complaints,
Opening of customers accounts, SMS alert activation, ATM activation, Treating of Customers Account References and Confirmation,
Account maintenance and reactivation, printing of customer’s statement of account, etc
Consumer Sales Officer (Marketing)
Mobilizing customers to open all kinds of accounts (Savings, Current, Domiciliary Account & Fixed Deposit Account), deposit mobilization & raising due slip for bidding from the Head Office (BDCs).
Part of the marketing team that increased the customer base of the bank than the preceding year.
Enhance the quality of the customer service experience rendered to the bank’s customers