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OYUDO_CHINENYE_VC[1]
- 1. OYUDO CHINENYE NWAMAKA No 30 IdahosaOjoOsagie Street, Aguda, Surulere, Lagos-State, Nigeria E-mail:angelscourt02@yahoo.com Phone no: 07069692488, 08054724044 CAREER OBJECTIVE: To work with team spirited people in a challenging and fulfilling environment in order to successfully contribute my quota to the achievement of the organization goals. BIO DATA: Date of birth 10th April 1984 Sex Female Marital status Single State of Origin Anambra Nationality Nigerian EMPLOYMENT HISTORY : U-Telecommunications seconded to Diamond Bank Plc (Channels Services) --- May 2010 to date: CORE SKILLS: Proficient in MS word, MS Excel, MS Access, PowerPoint Presentation Ability to work under pressure Self-motivation and result oriented Good interpersonal relations skills Good communication skills Good analytical and presentation skills Team player with strong interpersonal, communication and listening skills. Professional, responsible, accountable and flexible approach to work. Good leadership skills Ability to work ina dynamic, multi-tasking environment. Customer centric and focus on qualitative service Experience in the area of Customer Service Delivery, systems and applications training WORK EXPERIENCE DIAMOND BANK PLC MAY 2010 TILL DATE Customer Service Representative QUALITY ASSURANCE, TRAINING & DEVELOPMENT TEAM LEAD (October 2014 till date) DUTIES: Quality Evaluation of Contact Centre Agents Inbound and Outbound Calls, Emails, Live Chat and SMS interactions Responsible for the Planning, Facilitation and Execution (On-boarding, orientation, induction program, etc) of Training plans for new Contact Center
- 2. agents Monitoring and managing quality productivity levels within the Contact Centre Training, Development and Coaching of all Contact Center agents in conjunction with Diamond Bank Contact Centre standards Day to day supervision of all Contact Centre agents Personally responsible for delivering one-on- one training on applications to over 100 Agents as well as making recommendations where needed for Agents to attend formal training to improve their product knowledge. Management of the performance of assigned agents, via coaching, mentoring and performance reviews and appraisals Preparation of agent quality performance reports daily, weekly and monthly Responsible for facilitating intervention sessions for low performing agents aimed at improvement Ensures that expected call standard is maintained and exceeded. To ensure random monitoring and evaluation on an ongoing basis,the quality of service delivered to customers byContact Centre agents via all channels;Calls Emails,Live Chat and SMS Responsible for the managementofthe ContactCentre Agents reward and recognition scheme To audit agents adherence to standards and procedure,service deliveryprocesses;flagging non-compliance and bottle necks when identified. Identify training needs,specific trends and provide information to Head Quality assurance and Head contact centre. Responsible for internal information dissemination within the unitbased on agentand team quality performance and make recommendations on contactcentre quality performance for improvement. Provide Supervisors and the Team leads with regular performance feedback on their agents. Prepares qualitydocumentation and reports bysummarizing information and trends including failed processes,reworks and corrective actions. CONTACT CENTRE SUPERVISOR (November 2012 to October 2014) DUTIES: Ensuring all agents meet or / and exceed their call targets daily. Monitoring the influx of calls to attain a balance on inbound and outbound activities (Giving priority to inbound and outbound when necessary, i.e. CALL BLENDING) Ensure all voice interactions into the Contact Centre are logged on the CRM and CMS as the case may be and details captured accurately Overseeing the outbound customer engagement activities to ensure compliance with the banks set standard. Ensure continuous learning and training activities are maintained for all CC agents Periodic checks on Agents calls by listening to live and recorded agents calls to identify their coaching needs or recommend them for rewards as the case maybe. Conduct periodic analysis of agents Score Cards to improve agents utilization and improve agents productivity.
- 3. Responsible for ensuring the maintenance of 90% First Call Contact Resolution for issues agents are enabled to handle. Ensure proper tracking, compilation, escalation and resolution of peculiar customer issues received from customers Identify agents weakness and suggest processes aimed at improving noticeable gaps in the agents performance Develop operating policies, procedures and scripts for handling Voice interactions in the unit. Ensuring all outbound campaigns are available to be uploaded on the auto dialer. Ensuring all agents are occupied within the period of their login duration in compliance with the banks set standard Management of the performance of agents, via coaching, mentoring and performance reviews and appraisals Available to take calls the agents are unable to handle and also offer assistance. Motivate and encourage agents through positive communication and feedback Meet monthly key contact center performance goals for customer satisfaction, quality, productivity and key performance metrics. Ensure that customers questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the department. Report, analyze and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience. EMAIL HANDLING (January 2012 to June 2012) DUTIES: Responsible for handling over 150 Customers Enquiries, Complaints and Requests received via Email and Personal Banker daily Ensure that the standard expected quality on Customer interactions is maintained while handling email interactions Escalation of email queries to the appropriate units for resolution. Follow up with business units to resolve customers queries. Resolving customers complaints via mail and assisting the supervisor on daily tasks. CALL HANDLING (May 2010 to January 2012) DUTIES: Responsible for receiving and initiating calls from and to all customers of the bank nationwide and also new prospects Collect data, queries, enquiries and complaints and escalate corresponding emails to the appropriate units for quick resolution. Ensure follow-up and timely resolution of complaints, requests and enquiries within the Companys Service Level Agreement. Liaise with appropriate units to achieve operational efficiency and customer satisfaction
- 4. Provide first contact resolution on at least 80% of incoming calls Carrying out Live monitoring of Credit Cards belonging to the Banks customers to ensure adequate security and usage. Carrying out surveys on customers perception of companys products and services Facilitating Product Training for team members. Customer Contact Solution Nigeria Limited.(CCSNL)SECONDED TO ZAIN. August 2009 April 2010 Zain Telesales Agent. Duties: Marketing of Zain Products through the phone to prospects. Strengthening relationship of both new and existing Zain customers. Resolving customer issues and following it up to logical conclusion. Govt. Science And Technical College, Mubi Mubi North Local Govt, Adamawa State. Duty-Social Studies Teacher (NYSC) Sept 2007-Sept 2008. SCHOOLS ATTENDED WITH DATES Imo State University, Owerri. 2002-2006 Ado GirlsSecondarySchool,Onitsha 1993-1999. All Saints Primary School,Onitsha 1987-1993 CERTIFICATES OBTAINED WITH DATES B .SC (Hons) Insurance and Acturial Science Second Class Lower Division 2006 Senior School Cert. Exams (Nov/Dec) 2001 Senior School Cert. Exams 1999 First School Leaving Cert. Exam 1993 COMPUTER SKILLS: Proficient in Ms word, MsExcel,PowerPoint Presentation LANGUAGES SPOKEN: Igbo Language and English Strong Points: Ability to work under pressure and handle multiple task successfully. Strong organization and prioritization skills. Ability to work independently with minimalSupervision. Excellent team worker. Hobbies:Traveling, Meeting people and Learning new things REFERENCES Available on Request