Joy Babaoye

• HQ Complaints Management
• Register, monitor and document all complaints received at HQ level
• Act as escalation point for urgent, complex or difficult cases with 0% regulatory and Legal infraction
• Facilitate resolution of Token related cases
• Establish framework and structure for complaints management and reporting
• Review and analyzes customer’s complaint information for trend/risk analysis and corrective action
• Work with key stakeholders to achieve 100% Implementation of corrective action
• Manage complaint received from all AEDC complaint channels by ensuring all are resolved within set timelines and according to relevant guidelines
• Collaborating with Commercial, Technical, Revenue Protection Units to drive timely closure of complaints
• Average resolution of 80% complaints within set timeline
• Lead day-to-day quality control on complaints resolution by Responsible profiles
• Seasoned professional with 8+ years of working experience as Customer
• Service Professional in Financial Service Institution, Telecommunications and Logistics sector
• Possess impeccable written, verbal communication, listening, analytic, interpersonal skills and major team player.
• Gained extensive knowledge in data entry, analysis and reporting
• Learned and adapted quickly to new technology and software applications
• Developed and maintained courteous and effective working relationships
• Adaptable and proficient in learning new concepts quickly and efficiently
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution
• Assisted with day-to-day operations, working efficiently and productively with all team members
• Provided primary customer support to internal and external customers.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Reinforced established quality control standards and followed procedures for optimal customer interactions.
• Maintained and managed customer files and databases.
• Complied with company policies and procedures by encouraging positive and effective work environment among employees.
• Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Handled customer inquiries and suggestions courteously and professionally.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.

• Performed New connection/other requests registration, monitoring and creation of contract within 5 working days
• Modification of contract details, change of contract holder, termination and reactivation of accounts with relevant documents/investigations immediately
• Registration of illegal consumers within 24 hours
• Registration, authorization, suspension, cancellation, resolution and monitoring of complaints
• Increase Interfaces with commercial, technical services and other groups on daily basis to drive timely completion of complaints.
• Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction
• Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
• Maintained high level of understanding regarding industry trends, legislation, compliance and competitor activity.

• Respond to internal and external customers quickly and professionally
• Ensure diligent adjustment both on Credit Record & Debt Record to Customer’s accounts
• Performed adjustments with cases of claims of erroneous bills with view to resolving and posting to Customer’s accounts accordingly
• Assist with internal correspondence to relevant stakeholders regarding customers’ accounts
• Appropriately capture all customers’ balances and debts in timely and efficient manner, and to ascertain appropriately all money owed to AEDC or owed to AEDC customers as case may apply
• Ascertain validity of Meter detail on vending database as well as customer detail on billing database
• Ensuring accurate customer balances as well as their migration in their respective accounts on billing to vending system
• Ensuring Information is properly captured and updated in systems for operational efficiency and effectiveness
• Correctness and existence of all customer numbers on uVision (AVR) database and Syntell (s3) database and Incms.
• Managed customer relations on ongoing basis to maximize customer retention
• Assisted with conflict resolution during partnership negotiations and acquisitions
• Made customers aware of current and new programs and services
• Maintained statistical database of customers using INCMS for types of customer complaints, resolutions offered by organization and satisfaction rating by customer
• Communicated with customers to assess and address individual needs, providing timely and quality support via Email and Phone systems
• Provided excellent customer care by responding to requests, assisting with issues regarding bill payments.
• Consulted with outside parties to resolve discrepancies
• Strengthened customer relationships by listening to customer concerns and giving priority to service requirements
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
• Developed and updated databases to handle customer data
• Logged call information and solutions provided into internal database
• Contributed subject matter expertise to monthly meetings, recommending process improvements.
• Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
• Used pivot tables to update reports on weekly basis

• Service Quality & Customer Service Unit
• Developed and implemented customer service policy to suit organization’s goal
• Established procedures, standards, systems and procedures with other operating staff and properly set customers’ service standards
• Managed 25 Staff employed to carry out day to day functions.
• Took ownership of customers’ issues and follow problems through to resolution
• Acted as catalyst for change and improvement in performance and quality, investigated and set standards for quality of health and safety
• Determined, negotiated and agreed on in-house quality procedures, standards and specifications
• Recorded, analyzed and distributed statistical information.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Maintained professional, organized, and safe environment for employees and patrons.
• Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
• Improved safety procedures to create safe working conditions for workers.
• Managed and motivated employees to be productive and engaged in work.
• Maximized performance by monitoring daily activities and mentoring team members

• Service Quality Unit & Customer Service
• Kept ahead of industry’s developments and applied best practices to areas of improvement
• Recorded, analyzed and distributed statistical information of over 500 customers to management for future service delivery
• Developed customer service agents and nurtured environment where staff could excel through encouragement and empowerment
• Conducted client/market surveys of 1,000 customers monthly in order to obtain information on customer satisfaction and business potential and interfaced with
• Customers and other Representatives in order to ensure safe and smooth operational execution of services
• Set customer service standards, investigating and setting standards for quality and ensured that processes comply with standards at both national and international level
• Developed portal for complaints capture and ensuring that complaint handling system is efficient and effective, and managed and coordinated day to day office and field operations
• Oversaw and coordinated all work associated with services provided by field base and interfaced with key parties, customers and staff to ensure safe and smooth execution of operations
• Oversaw and supported field service team and staff working in field base to ensure proper execution of services and preparation of credit facility.
• Trained new team members on Customer Service.
• Coached team members in techniques necessary to complete job tasks
• Audited team performance and compliance with Quality Assurance standards

• Managed over 100,000 customer relationships beneath Priority Banking affairs by agreeing with them, their apprehension and their need, and provided for and handling customer enquiries and complaints
• Handled consistent and frequent communication with client providing complete, concise portfolio valuations and guidance
• Served as problem-solver for client, helped them identify investment criteria, recognized and handled concerns that arise as consultation moves closer to decision
• Provided ongoing portfolio supervision, with continuous focus towards helping client adapt to changes in personal circumstances and financial environment
• Ensured retention of existing high value clients by growth of wallet through relationship management activities.

• Responded to all customer enquiries through either email, calls or other channels applicable within approved SLA, made outbound calls and delivered sales script, in order to persuade potential customers
• Captured and updated all necessary information needed to maintain database such as names, addresses and feedback from prospects contacted
• Carried out sales and marketing campaigns to over 500 persons monthly as assigned.
• Met Monthly Target of N10Million .
• Used critical thinking to break down problems, evaluate solutions and make decisions
• Passionate about learning and committed to continual improvement
• Delivered services to customer locations within specific timeframes
• Proven ability to learn quickly and adapt to new situations

• Developed company framework from inception to final launch, carried out interview of 20 staff on behalf of management and ensured completion of project phases.
• Kept projects on schedule by managing deadlines and adjusting workflows
• Provided input and feedback on departmental initiatives, directives and strategies to contribute to project success
• Maintained database and spreadsheets with accurate inventory and status
• Liaised between departments to facilitate communication and keep appropriate parties updated on project developments

• Escalated service requests for resolution, created, updated and managed customers’ details on CRM systems
• Handled tele-marketing of company’s product and services to high end users, and problem calls and liaised with resolution department
• Ensured that all appliances and equipment’s are functioning at the helpdesks, and provided departmental operational reports

Commercial Group

• Resolved subscribers’ issues at first contact, and handled telemarketing of company’s product and services to high end users
• Handled deposit mobilization, booking of personal loans and monitored customers’ inflow
• Marketed the bank’s liability & asset products to professionals
• Liaised with treasury department in order to ensure good Return on Investment.
• Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
• Built and maintained relationships with over 100 new and existing clients while providing high level of expertise.
• Worked with Private Banking Unit to facilitate communication and deliver personalized solutions to customers.