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adedayo
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Junior client administrator 1 080 000
Job Type: Full-Time

Education

From 0 to 2006
University Of Ado Ekiti
From 0 to 2002
Osun State Polytechnic,Iree
From 0 to 2000
WASSCE Nov/Dec 2002
No added languages

Experience

Call Center Supervisor
Contact Solutions Limited
July 2010 - Present Day (6 years 7 months)
  • Report for call traffic, Providing Real Time Call Monitoring on agents so as to ensure Quality Service.
  • Maintain active supervision of Call center agents and enforcing Schedule adherence.
  • Designing Work Force Schedule for agents.
  • Effective handling of motorized Customer Relationship management (CRM) software.
  • Efficient use of ALTIGEN COMMUNICATION Software (Max Agent/Max Supervisor & Alti-Report).
  • Ensuring Exceptional Customer Service via First call Resolution.
  • Originating Performance Monitoring Reports using Call Centre Metrics (Trend Analysis, Accolades & Enquiries, Work Hour).
  • Periodic Update of Call Center Reports such as:

 Call Center Status Update Report,

 Case Study Reports,

 Trend analysis

 Hazard Check Report.

 Customer Complaint Report.

 Customer Satisfaction Survey (CSAT) Report

 Weekly and Monthly Call Center Update Report.

  • Meeting Contact Center Organizational requirements on Service Level Agreements, Schedule Adherence and Service Quality.
  • Providing Leadership to agents.
Account Officer(Industrial Attachment)
KPMG AUDIT
April 2002 - September 2003 (1 year 5 months)
  • Preparing the KPMG Audit Staff’s provident fund accounts.
  • Postings of staff’s and firm’s pension monthly contribution.
  • Account reconciliation of provident fund bank account.