OLUWAKEMI FATOKI
Egbeda Akowonjo
Summary
Experienced and results-oriented Contact Center Issue Resolution and Quality Assurance Analyst with a proven track record of enhancing operational efficiency and customer satisfaction. Possessing a comprehensive understanding of contact center dynamics, I excel in identifying and resolving complex issues swiftly while ensuring adherence to quality standards. With a meticulous approach to data analysis and performance metrics, I specialize in designing and implementing effective quality assurance protocols to optimize service delivery and mitigate risks. Equipped with strong communication skills and a collaborative mindset, I am adept at fostering cross-functional relationships to drive continuous improvement initiatives. Committed to delivering exceptional service experiences and driving organizational success, I am poised to contribute effectively to your team.
Overview
11
11
years of professional experience
Work History
Quality Assurance Analyst
Access Bank Contact Centre
2023.08 - Current
- Monitoring the interactions of the inbound and email team to improve quality results by adhering to standards and guidelines using Avaya Call Recorder (Contact Center solution) and Dynamic CRM Application.
- Having a Bird eye view of service delivery within the contact center that has helped to guide, to coach and identify the gaps in people and processes.
- Evaluate the performance of at least 35 inbound team members and improvement.
- Ensure to make QA monthly reports of the team's performance.
- Conducts trend analysis on contact center staff to identify strengths and weaknesses.
- Maintained up to date knowledge of the bank's products and services.
- Ensuring that all customer interactions are accurately and timely captured on Customer Relationship Management Systems to ensure that the service level agreement is not breached.
- Recommending improved procedures to Agents without bridging the Service Level Agreement (SLA) of the Bank.
- Training of new and existing hires on the bank’s products and services.
- Sound knowledge of Microsoft 365, CRM, AVAYA IVR call flow, AVAVA Call Recorder, WorkForce management.
- Works closely with other teams within the contact center to analyze and resolve customer and operational issues that impact service quality.
Supervisor, Query Resolution and Customer Support
Access Bank Contact Centre
2021.11 - 2023.08
- Effectively managing a team of 25 members in providing excellent customer service
- Collating and analyzing customer queries to provide sufficient information and ensure speedy resolution
- Follow up on customers' complaints and requests and promptly communicate feedback to the customers resulting in customer satisfaction and retention
- Escalates requests and complaints to the right department or units, other financial institutions and payment platforms to ensure prompt and appropriate resolutions
- Adhere strictly to quality management requirements, policies, procedures, and KPIs for customer experience optimization processes and effective workflow
- Implementing a positive culture to optimize procedures and keep the team members motivated in meeting the team's target
- Prepare monthly performance reports and keep management informed on the team's activities.
Contact Centre Support Lead
Access Bank Contact Centre
2019.02 - 2021.11
- Guide support team to provide appropriate interpretation and evaluation of customer queries and requests across multiple channels (calls, emails, chats, social media) to ensure speedy and satisfactory resolution
- Support the development and execution of the customer experience strategy and initiatives to drive differentiation and maintain customer service level agreement SLA.
Contact Centre Inbound Team Lead
Diamond Bank Contact Centre
2015.09 - 2019.01
- Assisted new hires to transition into their new roles with the bank by training and retraining them in areas such as inbound calls management and customer relations
- Oversaw team's performance and guide agents on appropriate ways to capture customer information on the customer relationship management (CRM) software
- Ensured my team adequately escalates and responded to customer requests, complaints, and inquiries
- Provided regular one-on-one coaching to my agents and ensured that the standard contact center KPIs were prioritized and maintained
- Introduced weekly training sessions for team members to improve product knowledge.
Contact Center Representative
Diamond Bank Contact Centre
2013.01 - 2015.08
- Received inbound calls and addressed every customer's inquiries, complaints, and requests
- Advised customers on the products and services that best addressed their lifestyle
- Kept records of all interactions using the Microsoft dynamic CRM
- Increased customer database by generating leads and building the interest of the customers in other products and services offered by the bank through cross-selling and upselling.
Education
Masters in Business Administration (MBA - Executive) -
Obafemi Awolowo University
Osun State, Nigeria01.2014
Bachelor of Science (Botany) -
Obafemi Awolowo University
Osun State, Nigeria01.2008
Skills
- Test Planning
- Deductive Reasoning
- Group Presentations
- Issue Resolution
- Quality Assurance
- Root Cause Analysis
- Call Monitoring
- Quality processes
- Report Analysis
Personality Highlights
- Cheerful disposition.
- Neat and well-organized
- Motivated by problem solving
- Independent worker
- Works well with deadlines
- Collaborative and efficient
Timeline
Quality Assurance Analyst
Access Bank Contact Centre
2023.08 - Current
Supervisor, Query Resolution and Customer Support
Access Bank Contact Centre
2021.11 - 2023.08
Contact Centre Support Lead
Access Bank Contact Centre
2019.02 - 2021.11
Contact Centre Inbound Team Lead
Diamond Bank Contact Centre
2015.09 - 2019.01
Contact Center Representative
Diamond Bank Contact Centre
2013.01 - 2015.08
Masters in Business Administration (MBA - Executive) -
Obafemi Awolowo University
Bachelor of Science (Botany) -
Obafemi Awolowo University
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