Team bonding, board games, volunteering
Emmanuel Omotehinse
Customer Service Professional
Kosofe,Lagos
Summary
CUSTOMER EXPERIENCE/TECHNICAL SUPPORT LEAD
Qualified for challenges requiring expertise in customer retention, relationship building, service quality and process improvement strategies. Motivated leader and team player with track record of consistently exceeding expectations, delivering exceptional customer service, quality assurance, boosting efficiency, and contributing to revenue growth. Data analytics with proficiency in use of MS Office, CRM, Zendesk and Zoom.
Overview
11
11
years of professional experience
Work History
Experience Team Lead/Floor Manager
Guaranty Trust Holding Company
, Lagos
04.2019 - Current
- Currently lead a team of 35 Customer Support representatives and ensure all customer engagements are completely resolved
- I turned the chat platform from a low touch customer engagement channel to a high touch engagement channel, achieving a 382% growth, moving from 11% of total Contact Center engagement to 42%
- In performing first line resolution of customer engagements via chat/email, I followed through on all cases treated by the team to ensure satisfactory resolution where we reduced customer complaint by 20% in line with agreed SLA
- Successfully provide tier 1 technical support for 42% of customers using applications such as Zendesk, Microsoft Dynamic CRM, Postilion, Extraswitch etc
- Constant review of processes to ensured we achieved automation of customer engagement process on FrontApp, which translated into increased efficiency, reduced turn-around time (TAT), while successfully drove self-service adoption across our channels
- Applying data analytics, I successfully optimized critical chatbot content which resulted in the chatbot close rate growing from 27% in 2020 to 49% today
- I have trained and mentored over 400 representatives who have become skillful in managing customer engagements via various customer touch points
Customer Service Executive
Resource Intermediaries Limited
, Lagos
11.2014 - 04.2019
- Processed average of 65 customer interactions per shift via telephone, email and livechat, completely resolving their complaints and escalate to other responsible teams where applicable
- Successfully resolved customers’ payment challenges via transaction monitoring/management applications
- Proficiently used digital payment applications to identify and resolve customers’ electronic payment failures leading to complete resolution of customer complaints
- Successful on-boarding of new customers on mobile and internet banking applications
Technical Secretary/Customer Relationship Officer
Innovatetek Nigeria Limited
, Ondo
11.2012 - 07.2014
- Successfully set up all tangible equipment in use at the project office
- Participated in the successful geological mapping for dredging projects at two riverine locations in Ondo State, Nigeria
- Coordinated the repairs and maintenance of project equipment and office supplies
- Engaged project community in fruitful discussions which ensured smooth execution of projects
Education
Certificate in Data Analytics - undefined
Dataleum
Diploma - undefined
Telemarketing
Certified Customer Service/Telesales - undefined
Bachelor of Engineering - Mining Engineering
Federal University of Technology
Skills
Data analytics
Excel and Power BI
Microsoft Office (Word, Excel, Powerpoint) Zendesk and FrontApp
Presentation skill
Excellent communication, problem solving and organization skills, team building and customer relationsAccomplishments
- Member, Contact Center Process Improvement Project Committee
- Reviewed Contact Center operations and developed RPAs for some processes that improved efficiency by 12%
- Developed and deployed Chatbot contents for effective management of customer enquiries/requests/complaints, increasing traffic from an average of 2500 to 4000 within six months
- Identified knowledge gaps and developed refresher trainings that increased team quality score from an average of 72% to 89%.
Additional Information
- AWARDS AND HONORS , Star Service Champion, GTCO Customer Experience Management March 2022 Delivered a strong service culture within the group Successfully adopted exemplary service excellence to turn a service critic to a lead
Interests
Timeline
Experience Team Lead/Floor Manager
Guaranty Trust Holding Company
04.2019 - Current
Customer Service Executive
Resource Intermediaries Limited
11.2014 - 04.2019
Technical Secretary/Customer Relationship Officer
Innovatetek Nigeria Limited
11.2012 - 07.2014
Certificate in Data Analytics - undefined
Dataleum
Diploma - undefined
Telemarketing
Certified Customer Service/Telesales - undefined
Bachelor of Engineering - Mining Engineering
Federal University of Technology