SHEHU
Personal data and contacts will be open only to employers with access to CV database
Supervisor 130 000
Job Type: Full-Time , open to relocation

Education

From 0 to 2006
AHMADU BELLO UNIVERSITY ZARIA KADUNA STATE,NIGERIA
No added languages

Experience

Manager, National Call Center On HIV/AIDS and STI Diseases
Hope World Wide Nigeria
January 2013 - Present Day (4 years 7 months)
  • Making sure that counselors give accurate information on HIV/AIDS and STI.
  • Monitor, measure and review individual and team achievement of call center goals and standards to ensure adequacy in meeting center objectives. Conduct regular employee coaching sessions, including performance appraisals, to inspire high performance, and support employee development.
  • Quality monitor team members customer contacts (calls, chats and emails) based on established quality program. Coach team members on all contacts scored and provide positive reinforcement, use coaching techniques to modify behavior of substandard performers
  • Manage teams to meet schedule adherence goals.
  • Coordinate with Call Center Manager on current day to schedule unplanned activities (off phone workload, coaching, training sessions that were not preplanned), adjust any preplanned scheduled activities to meet demands of the real time operation, and be prepared to conduct unscheduled training, coaching sessions in the event of unanticipated staff surplus.

Making sure that referrals are made where necessary

. Impacting life through behavioral change communication with the use of call centre tool.

CUSTOMER CONSULTANT
AIRTEL NIGERIA ABUJA
December 2010 - December 2012 (2 years 1 month)
  • Intercepting and treating incoming and correspondences.
  • Managing part of company’s productivity through excellent public relations with various subscribers interested and committed to the products and services of the company.
  • Querying, verifying and resolving customers’ various issues with the use of essential applications like MINSAT 5.0 MINSAT 6.0, TABS and REMEDY CS that are considered advance technologies for an effective and reputable telecommunication company.
  • General handling of all queries that fall within the capabilities of the company and submitting it through the right channel for resolution.
  • Coordinating team training for junior subordinates and submitting daily reports within the team
SIM REGISTRATION OFFICER
ETISALAT NIGERIA
June 2010 - December 2010 (7 months)
  • Registering of new and existing subscriber line
  • Ensuring the sales and cross – sales of Etisalat’s product and services according to the needs and demands of the customers
  • Ensuring the delivery of first class customer experience
CUSTOMER CARE REPRESENTATIVE
ZAIN NIGERIA
March 2009 - March 2010 (1 year 1 month)
  • Meeting the needs of Zain customers in real time such that their satisfaction and loyalty is guarantee.
  • Ensuring that available call resources are effectively utilized in the service of the customer
  • Initiating corrective and improved workflow process in service quality and delivery.
  • Ensuring that all complaints are handled efficiently irrespective of customer’s behavioral style or pattern.
HUMAN RESOURCES ASSISTANT
FEDERAL AIRPORT AUTHORITY OF NIGERIA,IBADAN AIRPORT OYO STATE
September 2007 - October 2008 (1 year 2 months)
  • Preparation of monthly evaluation reports and submission of same to the human resource officer.
  • Keeping of staff/ organization records
  • Assisted in building necessary information for the company through the proficient use of the computer system.
  • Influenced and contributed positively to the growth of the organization through excellent public relation with various clients.