Onoriode Akpowaye
Lagos, Nigeria
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with a proven commitment to employee training. Hardworking team player bringing the necessary experience and knowledge to tackle any operational demand.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Solutions Team Lead
Branch International
04.2022 - Current
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Managing a team of 8 direct reports to ensure they are performing above expectation and also accomplishing set goals.
- Working with other teams in Customer Success, Products and Engineering to ensure customers are getting the best experience.
- Organizing team-building activities to enhance working relationships.
- Participating in the recruitment process for customer solutions associates.
- Organizing refresher training and feedback sessions for associates.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Managed schedules, accepted time off requests and found coverage for short shifts.
Customer Solutions Senior Associate
Branch International
05.2021 - 03.2022
- Training new associates on how the team works, how to resolve tickets, and escalate issues.
- Creating new processes and systems for increasing customer service satisfaction
- Improved team efficiency by training and mentoring individuals through diligent team meetings and setting goals which in turn ensured the team maintains an average Quality Assurance score of 95%.
- Created a document that reduced the time new associates spent on the CS training queue by 40%.
- Exceeded goals through effective task prioritization and great work ethic
Customer Solutions Associate
Branch International
08.2019 - 04.2021
- Led team of two people to draft follow-up messages to users with payment issues.
- Managed project with the products team to create a customer service glossary that helped other departments understand how customer service works and how tickets are responded to.
- Led project with the Quality Assurance team to carefully crosscheck the BVN data pages sent in the last six months.
- Took the initiative to research common issues experienced in the app and escalated them to the Products and engineering Team.
- Obtained information to resolve customer inquiries.
- Guaranteed positive customer experiences and resolved all customer complaints.
- Suggested new product options to customers requesting service cancellations, improving retention by 40%.
- Developed a strategy for following up with customers who reported payment issues in the app and were awaiting resolution. This reduced the number of users writing in to ask for an update by 50%.
- Prompted an app feature that ensured 100% of the users who write in currently about issues with their PIN are actually entering an incorrect PIN and do not have network issues.
Customer Service Executive
First Bank of Nigeria
10.2017 - 08.2019
- Developed a document to take account of the users who corrected the information on their BVN and the information corrected.
- Prepared a monthly report of users who changed the names on their bank accounts for the head office.
- Improved the filing system in the Branch in order for customer’s files to be easily accessible.
- Managed every issue related to BVN - BVN enrolment and BVN corrections.
- Promoting bank products and services.
- Attending to walk-in customers' inquiries and requests.
- Explained benefits and advantages of different product and service offerings to customers.
- Contacting supervisor immediately when issues required escalation in an effort to avoid lost revenue.
- Resolved client complaints effectively and efficiently, escalating to the appropriate unit when necessary for continued positive outcomes.
- Informed customers of additional services, developing opportunities for sales revenue.
Media Assistant -Intern
MediaCraft Associates
01.2015 - 03.2015
- Providing administrative support to the Media Unit.
- Writing and publishing blog posts for a client’s blog.
- Assisting in implementing, Monitoring and troubleshooting Media projects.
- Developed a media plan for media buyers.
Education
Bachelor of Science - Mass Communication
University Of Lagos
Lagos, Nigeria01.2016
Foundation Studies Diploma - General Studies
University of Lagos
Lagos, Nigeria09.2012
Skills
- Communication
- Problem-Solving
- Excellent Interpersonal Relationship Skills
- Customer-centric approach
- Performance Improvement
- Schedule Management
- Complaint resolution
Certification
- Customer Service Success: Take Your Skills To The Next Level
Udemy.
- Customer Service, Customer Support, and Customer Experience.
Udemy.
- Customer Service Foundations.
Linkedin.
- Customer Service: Problem Solving and Troubleshooting.
Linkedin.
- Customer Service: Serving Customers Through Chat and Text.
Linkedin.
- IBM New Collar: Customer Engagement Specialist.
Coursera
Timeline
Customer Solutions Team Lead
Branch International
04.2022 - Current
Customer Solutions Senior Associate
Branch International
05.2021 - 03.2022
Customer Solutions Associate
Branch International
08.2019 - 04.2021
Customer Service Executive
First Bank of Nigeria
10.2017 - 08.2019
Media Assistant -Intern
MediaCraft Associates
01.2015 - 03.2015
Bachelor of Science - Mass Communication
University Of Lagos
Foundation Studies Diploma - General Studies
University of Lagos
- Customer Service Success: Take Your Skills To The Next Level
Udemy.
- Customer Service, Customer Support, and Customer Experience.
Udemy.
- Customer Service Foundations.
Linkedin.
- Customer Service: Problem Solving and Troubleshooting.
Linkedin.
- Customer Service: Serving Customers Through Chat and Text.
Linkedin.
- IBM New Collar: Customer Engagement Specialist.
Coursera
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