Zendesk
Edesiri Agino
Sr Client Relationship Manager
Lagos
Summary
A resourceful and enthusiastic customer service professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Sr. Client Relationship Manager
Tahor Solution Limited
Lagos
01.2020 - Current
- Resolving complex customer complaints and enquiries via multiple channels like emails, chats, and phone.
- Conduct and monitor the on-boarding process of new clients to ensure set standard are met and repeat patronage attained.
- Improve overall client satisfaction in service delivery by ensuring expectations are met / exceeded.
- Constantly providing clients with informative updates and write ups on queries related to pricing, service improvement, service expansion and timeline modifications.
- Anticipate the needs of clients and identify opportunities to increase patronage, then proactively implement solutions to mitigate the risk of churn
- Periodically preparing reports, power point analysis and recommendations for management’s scrutiny
- Collaborating with internal departments and vendors to meet client’s needs and expectations as well as grow brand awareness
- Regularly conduct training courses for staff to expand knowledge base and maintain/improve set standards
- Spearheading innovative strategies and initiatives in training, communication, team building and relationship management to boost on and off-site service delivery
- Major Achievements:
- Revamped the process and procedure of service delivery, reducing several process steps for faster resolution and more transparency
- Transformed customer engagement techniques of front-end staff onsite and off-site
- Executed an after-service feedback process to help enhance client’s service experience and satisfaction
Team Lead, Customer Support
Cyberspace Limited
Lagos
03.2018 - 12.2019
- Directed and supervised team of 10 engaged in email support and voice calls.
- Listened and responded to customer’s complaints and queries via phone, emails and live chat channels
- Ensured proper customer onboarding was conducted on all new clients on all software solutions offered
- Monitored clients’ connectivity status (uptime and downtime) via the CRM platform and proactively flag for escalation where necessary
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Collated and analyzed customer’s feedback to measure CSAT and service efficiency.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Major Achievements:
- Worked in Conjunction with HR in recruiting suitable work force for the customer care unit
- Initiated a monthly refresher’s training course to boost quality of service delivery within the unit
- Participated in the successful revamp of the customer service processes and procedures
- Introduced new KPIs and productivity metrics for proper tracking and measurement of team and departmental performance
Call Center Manager
Visafone Communications Limited
Lagos
04.2013 - 04.2016
- Supported the Head of Customer Care in ensuring the call center’s performance is in line with the overall objectives and goals of the company, whether long and short term
- Motivated, coached and supervised inbound, outbound and telemarketing call center of more than a 100 staff
- Identified skill gaps and agent shortage and recruit in conjunction with HR to meet required workforce in the call center
- Evaluated staff performance against stipulated call center performance targets and key indicators
- Identified training needs and plan training sessions to improve skill optimization
- Facilitated trainings in collaboration with the human resource department on Quality Customer Service for staff within and outside the departments/regions in the country
- Ascertained short- and long-term strategies and initiatives to enhance, effective customer feedback, work environment, staff training and development, and corrective action plans
- Periodic review of call center policies, procedures, practices and technology in relation to customer satisfaction and ensure strict adherence across board
- Liaised with other departments (Technical/ Marketing/ HR/ Finance and Admin) to enable efficient day to day running of the Call Center
- Prepared and analyzed weekly performance report of the call center for senior management
- Liaised with Quality assurance team in developing call scripts to facilitate the efficient management of call quality and volume
- Liaised with 3rd party vendors/ technical partners in the deployment of software/system applications (Huawei, IPCC)
- Scripted, rerecorded, edited and managed of the IVR (Interactive Voice Response).
- Major Achievements:
- Led training on Quality Customer Service for staff in various regions of the country
- Recognized for outstanding contribution to Customer Service Delivery in the Customer care department
- Recognition for contribution in the expansion of the call center units.
- Initiated, created and implemented additional Customer Care policies, processes and procedures
- Conducted research analysis based on customer complaints, suggestions, and market trends to identify business opportunities (promos, market jingles) to generate revenue.
- Developed quality employees within call center to take over leadership positions.
Call Center Supervisor
Visafone Communications Limited
Lagos
10.2009 - 10.2013
- Motivated, developed and supervised an inbound call center team of more than 20 staff
- Quality assurance management
- Monitored and assessed calls randomly to improve quality, minimize errors and track agent performance
- Evaluate agent’s performance and prepared Coaching plans periodically
- Stood in Delegation of Authority for the Call Centre Manager when required.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Evaluated agent’s performance on a daily, monthly and quarterly basis
- Assisted in formulating policies and process flow for the call center
- Liaised with other departments (Technical/ Marketing/ HR/ Finance and Admin) to enable effective and efficient day to day running of the Call Centre.
- Major Achievements:
- Promoted within 4 years from supervisor to Assistant Call Center Manager and then to Manager Call Center
- Recognized for outstanding contribution to Customer Service Delivery in the Customer care department.
- Recorded, edited and managed the Customer Care IVR (Interactive Voice Response)
- Successful grooming of agents to become supervisors.
Customer Care Executive
Visafone Communications Limited
Lagos
10.2008 - 10.2009
- Provided professional and courteous customer service to internal and external customers
- Maintained stipulated talk time and handled time on calls
- Effectively communicate to subscribers’ new policies that affect them
- Attended to customer calls and inquiries about products, services, promotions and warranties
- Meet and exceed set targets in line with customer satisfaction goals to ensure customer loyalty and retention, and uphold the company brand
- Expedited and facilitated escalation/follow-ups on customer issues
- Major Achievements:
- Recognized for outstanding contribution to Customer Service Delivery in the Customer care department
- Recognition for contribution in the expansion of the call center units
- Part of a team that successfully built a telecoms network (CDMA) with 2.5 million subscriber base within 11 months of operations
- Recorded, edited and managed the Customer Care IVR (Interactive Voice Response).
Education
B.SC - Economics and Statistics
University of Benin Edo State
Benin City 09.1995 - 09.1999
Certified Customer Service Associate (CCSA) -
Service Quality institute
Skills
Complaint resolution
undefinedSoftware
LiveChat
Manage-engine Service desk
IPCC
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Sr. Client Relationship Manager
Tahor Solution Limited
01.2020 - Current
Team Lead, Customer Support
Cyberspace Limited
03.2018 - 12.2019
Call Center Manager
Visafone Communications Limited
04.2013 - 04.2016
Call Center Supervisor
Visafone Communications Limited
10.2009 - 10.2013
Customer Care Executive
Visafone Communications Limited
10.2008 - 10.2009
B.SC - Economics and Statistics
University of Benin Edo State
09.1995 - 09.1999
Certified Customer Service Associate (CCSA) -
Service Quality institute
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