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Paul
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Team leader: contact centre operations (customer service)
Job Type: Full-Time , open to relocation

Education

From 0 to 2004
University of Abuja
No added languages

Experience

Team Leader: Contact Centre Operations (Customer Service)
Spanco Channel BPO, Partner for Airtel Networks Ltd, Abuja
March 2011 - January 2013 (1 year 11 months)

 

Manage, lead and support a dynamic team in its day-to day operations. I am accountable for team performance; with respect to Customer Service, Retention and Churn Managing for Prepaid and Post-paid Customers. This role includes training, welfare and development of call centre consultants to ensure the delivery of world class service

 

Team Lead: Customer Care
Airtel Nigeria
February 2010 - March 2011 (1 year 2 months)

 

Manage, lead and support a dynamic team in its day-to day operations. I am accountable for team performance; with respect to Customer Service, Retention and Churn Managing for Prepaid and Post-paid Customers. This role includes training, welfare and development of call centre consultants to ensure the delivery of world class service

 

Agent: Credit Control and Post-paid Collections
Zain Nigeria
December 2009 - February 2010 (2 months)

·         Postpaid query resolution

·         Reporting

·         Management of Dunning Loops.

·         Exemption monitoring and management.

·         Vetting and obtaining approvals for activating new post-paid lines.

·         Document management

·         Setting credit limits on new accounts.

·         Roaming activations and compliance monitoring

·         Credits limit compliance.

Team Member: Customer Care
Celtel Nigeria
September 2007 - December 2009 (2 years 4 months)

 

·         Identify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard.

 

·         Educate customer on use of products and services.

 

·         Follow through on customer queries ensuring prompt resolution and feedback.

 

·         Developing innovative guides, work aids, CBT to aid effective knowledge transfer on relevant CRM applications.

 

·         Testing and troubleshooting perceived anomalies in new products and services

 

Business Development Executive
Fri –Bon Holdings Limited, Abuja
March 2007 - September 2007 (7 months)

      ·         Carrying out business research and identifying areas for possible  business development.

·         Preparation of business proposals and marketing.

·         General administration and clerical duties.

·         To generate quality leads that result in sales

·         Develop and execute sales/marketing proposals

·         Make presentations to clients and close sales

·         Build good relationships with potential and existing clients

 

 

 

 

 

 

 

Ticketing & Reservations Officer
Tess Travels and Tours, Abuja
December 2005 - March 2007 (1 year 4 months)

 

·         Planning of Travel Itinerary and Fare Determination.

·         Preparation of Online Airline Reservations and Ticketing Arrangement using Galileo.