Lead
International Business Machines
Total des années d'expérience :14 years, 11 Mois
Service Management, Governance and EUS Support Airtel Nigeria
Documentation and publication of first approved Services Catalogue of all Billing services in the Billing Directorate
•Developed OLAs & SLAs for Billing Services as specified in Services Catalogue and ensured adherence by relevant units to forestall service level breaches
•Management Reporting of daily/weekly and monthly analysis for billing service delivery trends
Key Achievements
•Collated and designed the first Billing Service Catalogue for Zain Nigeria’s IT environment
•Introduced OLAs between all business units interfacing with IT, drastically reducing service downtimes and increasing confidence in IT system readiness
First hand analysis and identification of customers problems and proffered solutions which ensured customer satisfaction in a timely manner
•Educated subscribers on up to date products and service knowledge to ensure optimum Customer Service delivery
•Assisted in recruitment of suitable candidates for the call centre consultant in line with company standards
•Ensured queries escalated by frontline staff were resolved promptly and adherence to call schedules by consultants
•Handled customer queries efficiently and in a timely and courteous manner
•Ensure call consultants adhere to schedules at all times
Key Achievements
•Achieved fast and efficient call handlings of a minimum of 120 calls within the allocated 6 hour shift period
•Mentor for new team members and existing team members to ensure constant staff motivation and no decline in team performance
Research Personnel Realbanc Nigeria Limited Aug 2002 - Dec 2003
Business development
Key Responsibilities
•Real Estate Market research to highlight areas for future growth in real estate along Lekki-Epe axis
•Delivery of presentations for sales of landed property to customers which increased sales revenue by 15%
•Conducted site inspections and staff administration
Key Achievements
•Sale of landed property to prospective buyers through well laid out company presentations
•Effective management of facilities run by Realbanc
Qualifications and Professional Development