AKHIBI Otibho

• Coordinated and drew insights through Voice of Customer surveys on products/services to ascertain NPS, CES, CSAT, TAP etc.
• Provided and re-evaluated data from all service measurement initiatives.
• Benchmarked bank’s service performance with local and global best practice to ascertain position & improvement.
• Conducted market research at product conception stage to identify key expectations and monitor product-market acceptance.
• Drove process re-engineering and product review through recommendations drawing insights from customers’ feedback on expectations.
• Developed innovative and IT driven solutions for monitoring CX and improving business process efficiency to improve customer experience across touch-points; in-branch, e-channels, social media etc.
• Carried out regular internal service quality surveys (Internal Customer Surveys) to ensure staff adherence to standards, and make improvement recommendations.
• Developed Key Performance Indicators (KPIs) in line with approved standards in service impacting areas
• Ran regular service campaigns around measurement outcomes
• Develop and ensure regular update and monitoring of bank-wide service scorecard. - Constantly provide and re-evaluate data from all service measurement initiatives
• Carried out SLA compliance assessments on all service impacting indices and provide performance and KPI data, and also make recommendations for improvement.
• Conducted inter-departmental engagements sessions among SBUs on performance improvement strategies and deliberations.
• Carried out regular mystery-shopping /branch service spot-checks visit (Ambience, Process, People) to position the branch network for superior service delivery
• Carried out service quality spot-checks across the bank’s branches nation-wide and engage branches on adherence to the bank’s acceptable standards.
• Carried out bi-annual bank-wide Relationship Management dipstick.

• Responsible for managing the daily operations of the Contact Centre Inbound Interaction Unit.
• Ensuring that every interface with customers across all platforms is professionally handled at all times as well as qualitatively delivering services across all the touch points in the division (Inbound, Email, Web Live Chat and Social Media; (Facebook, Twitter, Google+ and LinkedIn)
• Ensuring First Contact Resolution of all Inbound Interactions
• Engage in periodic trainings/ Coaching and Mentoring sessions with new and old agents
• Escalate downtime and incidence reporting, during respective shifts in order to ensure hitch free service delivery.
• Provide First Level Support for Diaspora Customers transacting with Prepaid Cards.
• Responsible for the monitoring of Agents daily and weekly performances across all channels.
• Ensure compliance with the banks set SLA for handling Customer interactions
• Report generation to reflect the performance levels of the inbound Contact Center Interactions.
• Handling irate customers and liaising with the appropriate resolution departments for prompt resolution
• Ensure proper Shift handover to avoid creating gaps in interaction handling
• Ensure all Customer Interactions received via our respective channels are properly logged on the customer feedback portal and treated accordingly.
• Evaluating staff effectiveness through regular appraisals and providing constructive formal and informal feedback on their performance.
• Working towards ensuring scheduled Key Performance Indices such as login duration, allotted break times and call handling times are met.
• Making positive team decisions and plans, and respecting commitment towards achieving team decisions.
• Promoting team spirit, cooperation and morale, within and across teams.
• Ensuring that the best practice is implemented within the Contact Centre by keeping fully abreast of Call Centre techniques and developments through professional bodies.

• Respond to customer inquiries, complaints and requests received via email and live chat within the approved SLA.
• Keeping appropriate record of all customer’s interactions received in order to aid prompt resolution.
• Liaising with the various strategic units of the Bank including branches, thereby ensuring that customer’s needs and services are attended to.
• Assisting in bridging the gap between the customers and the management of the bank through the feedback deduced from the bank customers, to enable the bank improve on key areas of her operations.

• Developing business and operational strategies.
• Identified profitable business opportunities for the organization.
• Developed solid relationships with company stakeholders.
• Marketing the products of Bratim group.
• Analyzed customer feedback data to determine customer satisfaction.
• Provided insight into product development and competitive positioning