OLANREWAJU RICHARD GBENLE
Customer Service/Experience Professional & UI/UX Designer
Ojodu, Lagos,Lagos
Summary
Seasoned Customer Service/Experience Professional with about 7 years work experience in diverse functional areas built around developing relationships with clients and potential clients, and enviable track record of enhancing customer experience through tech, developing new customer services strategies and procedures and creating customer retention campaigns.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Product Support Analyst/Customer Service Team Lead
Farmforte Nigeria
Lekki, Lagos State
06.2021 - Current
- Attending and resolving first level support issues escalated from Inbound front-desk, Social media and email team across customer’s touchpoints.
- Ensuring partners are well serviced and informed on various communication platforms (Email, Phone call and Social Media).
- Resolution of payout related issues, account to wallet funding/depletion issues, and login issues across digital platforms.
- Creation of investment statement and certificates request for clients
- Intimating partners on new investment products and services as well as promo offers.
- Supervising Inbound call centre associates and assessing performances to determine training needs and define accurate plans for decreasing process lags.
- Ensuring client retention via Customer Relationship Management techniques.
- Ensuring proper follow-up with partners on queries.
- Conducting in-depth product and issue resolution research to address partners concerns.
- Identifying, planning, designing and implementing opportunities for improvement in Customer Loyalty.
Machine Learning & Artificial Intelligence Support Analyst
Ecobank EProcess Nigeria
Victoria-Island, Lagos State
03.2019 - 06.2021
- Leveraged artificial intelligence and machine learning algorithms for standalone products and enhance existing product offerings.
- Build question and answer structures to power IBM Watson Conversation Studio; following the bank’s business processes in training Ecobank chatbot (RAFIKI). Maintain and analyze collections within, using IBM Watson Ground Truth and Watson Conversation Studio Analytics.
- Attending to first level support issues escalated from the Rafiki webchat front desk and workflow inputters/authorizers from Nigeria, Ghana and Côte d'Ivoire regional affiliate countries on the SysAid platform.
- Supported team of developers through in-depth data gathering and training of IBM Watson which spawned the creation of the first-ever Ecobank (Rafiki) chat-bot.
- Monitor/Monthly Presentation of Chatbot’s Performance and Precision rate report to Service Managers across Affiliate through Power BI.
- Prepare Business Requirements for Business Reporting and conduct product/service research for brand strategic penetration.
Social Media & Webchat Support Specialist
Ecobank Nigeria
Ikosi, Lagos State
04.2017 - 02.2019
- Ensuring customers are well serviced on various social media platforms (Twitter – Mentions and DM, Instagram - DM and posts, Facebook – inbox, wall and picture posts, Nairaland and via Google alerts) Ensuring customer retention via Customer Relationship Management techniques.
- Up-selling and cross-selling of company products and services over the Social media and Webchat platform.
- Resolution of networking issues relating to digital channel issues, ATM wrong debit, failed mobile transaction, failed online transactions and failed Internet banking transactions from Ecobank customers and prospective customers.
- Quality Assessment – Make sure there is the proper use of grammar, soft skills and confirmation of information’s given to customers so as not to provide wrong information to customers.
- Liaise with branches and send mails out on customers’ behalf to their respective domiciled branches if and when needed.
- Maintained records of customer interactions, processed customer accounts and filed documents.
- Achieved individual and team sales targets, and handling quotas.
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
- Developed marketing content such as promotional materials and advertisements for social media.
Back-Office/Service Recovery Specialist
TechMahindra /Airtel Nigeria
Abeokuta, Ogun State
03.2016 - 04.2017
- Line activation and deactivation for New and Existing Postpaid and Prepaid customers.
- Responding to mails and phone calls of Airtel Nigeria Networks Shop Consultants, Sales Team, Interconnect clearing house Nigeria limited and Post-paid Experience Team on requests, complaints and enquires on Post-paid and prepaid customers.
- Checking issues regarding mobile number portability from Donor networks to recipient’s network.
- Attending to issues escalated from the front desk and other customer’s touchpoints.
- Verifying, provisioning and resolving issues on ported lines.
- Follow up issues from client’s backend for MNP Resolutions.
- Resolution of networking issues relating to can’t call, can’t receive and USSD issues from newly ported customers.
- Diagnosed NPC portal issues and successfully maintained the portal which saved Airtel Nigeria over N100 million daily timer violations from NCC.
Customer Experience Team Lead
TechMahindra /Airtel Nigeria
Abeokuta, Ogun State
08.2015 - 03.2016
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Coached new team members on service techniques and provided scoring through a quality assurance program.
- Identifying, planning, designing and implementing opportunities for improvement in Customer Loyalty, ensuring that clients have access to up-to-date market information.
- Liaised with other departments, when required, to escalate and resolve issues and/or report faults Recording, analysing and distributing statistical information.
- Took initiatives in customer satisfaction via process improvement plans and efficient reporting and flow of information.
- Further analysed customer feedback's and developed new techniques to ensure customer retention.
- Attending to billing issues escalated from the front desk and other customer touchpoints.
- Checking issues regarding billing, under billing and overbilling so as to ensure customer satisfaction and also maximize business profits.
Customer Service/Support Specialist
TechMahindra /Airtel Nigeria
Abeokuta, Ogun State
10.2014 - 08.2015
- Broke down and evaluate user problems, using test scripts, personal expertise and probing questions.
- Intimating customers on new products and services as well as promo offers.
- Upselling and cross-selling of company products and services over the phone.
- Ensuring excellent customer service experience over the phone.
- Intimating Post-paid, High valued individuals and High Net-worth individuals on new products and services as well as promo offers.
- Ensuring customer retention via Customer Relationship Management techniques.
- Acting as an intermediary between the customer and resolution department for escalated queries and providing customers with Service level agreement (SLA).
- Ensuring proper follow-up with customers on queries.
- Managed customers' expectations of support and technology functionality in order to provide a positive user experience.
- Conducted in-depth product and issue resolution research to address customer concerns.
Education
Bachelor of Arts - History And International Studies
University of Ado-Ekiti
Ekiti State04.2013
High School Diploma -
Grait International College
Ota, Ogun State11.2006
Skills
- General Operations
- Digital Marketing
- Customer Support/Experience
- Relationship Management
- Recruitment
- Microsoft Office Suite (Word, Excel and PowerPoint)
- NPC Access Portal
- CRM application software (TABS, Singleview, Siebel, Zendesk)
- Power BI
- Meltwater Social Media Intelligence and Monitoring Tool
- IBM Watson Assistant
- Frontend programming (HTML & CSS)
- UI/UX Design (Figma)
Certification
- UX Foundations: Interaction Design, [LinkedIn Learning Academy]
- Project Management Essentials Certified, [Management & Strategy Institute]
- Customer Relationship Management in Business Services, [Alison Educational Management]
- Machine Learning Masterclass Course, [Udemy Academy]
- Frontend Fundamentals: HTML & CSS, [Pirple Thinkfic]
- Digital Marketing, [Google Digital Garage]
- Professional Conduct and Ethics Certification, [The Chartered Institute of Bankers of Nigeria]
- Diploma in Customer Service Professional, [Alison Educational Management]
INTERESTS
- Reading
- Travelling
- Cooking
Additional Information
REFRENCES
Available on request
Timeline
Product Support Analyst/Customer Service Team Lead
Farmforte Nigeria
06.2021 - Current
Machine Learning & Artificial Intelligence Support Analyst
Ecobank EProcess Nigeria
03.2019 - 06.2021
Social Media & Webchat Support Specialist
Ecobank Nigeria
04.2017 - 02.2019
Back-Office/Service Recovery Specialist
TechMahindra /Airtel Nigeria
03.2016 - 04.2017
Customer Experience Team Lead
TechMahindra /Airtel Nigeria
08.2015 - 03.2016
Customer Service/Support Specialist
TechMahindra /Airtel Nigeria
10.2014 - 08.2015
Bachelor of Arts - History And International Studies
University of Ado-Ekiti
High School Diploma -
Grait International College
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