Business Process and Compliance Specialist
January 2013 - Present Day (4 years 7 months)
(Customer Care/Customer Operations Development)
Layout business process of the company’s Products and Services starting from the customer service point of view and ending clear, easy and quick list of duties for Customer Service Reps.
Create customer facing processes, client processes and customer services internal processes.
Carrying out monthly audit of processes of Globacom offices across Nigeria, Turn Around Time and Delivery analysis via SIEBEL CRM system and sharing results with the process stakeholders
Analysis of process audit results in order to identify and correct deviations and also to measure the capability of each process.
Ensuring compliance with processes (where deviations are identified) and ensuring adequate communication amongst various departments (Process Stake Holders) as per process
Undertake problem resolution of major issues and perform root cause analyses and incorporate changes in the processes to reduce negative impact on Customer Service
Monitor effectiveness and provide feedback and recommendations for continuous improvement
Weekly audit of all the back offices to ensure that Customers’ queries are resolved satisfactorily within the stipulated Service Level Agreement.
Ensures that all customers’ documents submitted for the acquisition of contract lines forwarded to Activations and Vetting unit are in accordance with the laid down process procedures.
Audits Customer care department’s Managers, Supervisors and Team leaders KPI