HANNAH OMOZEE

• Providing both front and backend support to external/internal customers to drive excellent customer service with focus on customer satisfaction and brand reputation via E-channels (Email and Webchat)
• Handling over 30 daily incoming enquiries, requests and complaints; resolves customer query via relevant and applicable tools within service level limits and escalate when required
• Ability to profile and identify customers’ needs and proffer solutions through appropriate product or service
• Generate monthly invoices and accounts reconciliation for several thousands of corporate clients
• Support Corporate Sales team in customers' leads, acquisitions and retention
• Raising refunds and credit notes for excess billing and unsolicited service charges
• Identify revenue leakages and report such to revenue assurance/fraud management team.
• Collaborated with team members to achieve target results.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Worked flexible hours across night, weekend and holiday shifts
• Proved successful working within tight deadlines and fast-paced atmosphere

• Managed over 70 customer's call per day. Always attending to and resolving their queries promptly and courteously
• Responded to customer needs through competent customer service and prompt problem-solving.
• Route customer issues to relevant units using defined escalation channels
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Leveraged sales expertise to promote products and capitalize on upsell opportunities.
• Kept accurate records of all customer interactions and transactions using approved software and escalate unresolved issues to Team Leader, Contact Centre Operations as required
• Offered free products or services to pacify irate or unsatisfied customers.
• Giving out adequate information in line with organization's mission of delivering best customer experience through innovation, quality of service
• Act on feedback received and ensure continuous improvement on performance
• Resolve Postpaid and Easy business enquiries/complaints
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Trained new employees on best practices and customer care procedures to eliminate inefficiencies.

• Conduct health checks to ascertain and encourage customer’s usage of 9mobile products and services with view to preventing churn in customer base
• Maintain good relationships with customers and relevant unit and drive achievement of SLAs
• Telemarketing of 9mobile Products and Services to current and potential subscribers
• Make outbound calls to solicit for customer payments for services already rendered
• Churn and retention management.
• Carried out day-to-day duties accurately and efficiently.
• Participated in team-building activities to enhance working relationships.
• Improved operations through consistent hard work and dedication.

• Increased Sales of products and service delivery to over 30 customers daily. Also attending and giving resolution to their complaints/queries and ensuring customer satisfaction.
• Stock taking and reports
• Worked with team members to ensure all were properly seated and taking up allocated tasks.
• Resolve some issues that arose during shift.
• Sent daily shift reports.
• Identified issues, analyzed information and provided solutions to problems
• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
• Demonstrated respect, friendliness and willingness to help wherever needed
• Exceeded goals through effective task prioritization and great work ethic
• Worked with customers to understand needs and provide excellent service
• Carried out day-to-day duties accurately and efficiently

• Test run new products
• Stock taking and reports
• Performed UAT (Quality assurance testing) product 13 for Easy step Dec 28-30, 2013; Mobile assistant August 29th, 2013; April 14th, 2014
• Identified issues, analyzed information and provided solutions to problems.
• Maintained energy and enthusiasm in fast-paced environment.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.

• Welcoming of customers and attending to over 40 customer's enquiries and complaints per day
• Attending to all account opening documentation and procedures
• Maintenance of customers’ information on system and files; Scanning, uploading and modification of customers’ mandates on to central server
• Check-book inventory management.
• Collected customer feedback and made process changes to exceed customer satisfaction goals
• Promoted company brand and unique offerings through personalized customer service