Corporate Service Manager/HR
Dartwood Global Solutions Limited
Total years of experience :21 years, 6 Months
Managing of corporate clients, ensuring services rendered to them are timely and billed appropriately.
Managing staff payroll, recruitment and performance.
Identifying gaps in performance and recommending where necessary for training/retraining.
Service recovery for gaps in service delivery
Sit in-lieu for CEO on business meetings and when away
Managing of Inbound and Outbound calls for 3 Networks, Virgin and Tesco Mobile customers
Minor investigations on customers' claims to forestall fraud
Administrative duties as may be required
Follow-up with client on customers' policy status as may be required
I was responsible for the general management of the office
Managing a group of drivers to ensure customers are picked promptly and satisfaction within the network
Managing all office workers to ensure that office is run smoothly
Attending to shoppers to ensure they are promptly served
Occasional fund raising
Assisting in stock count and labelling/tagging
Managed the setup of the Contact Centre which caters for Call Centre, Email service, Chat and Walk-in services
Managed a group of CS Agents for effective service delivery
Responsible for reactivation of dormant policies
Managed some part of recruitment and training for the department
Managed the setup of the National Contact Centre which catered for well over 10, 000 clients from across Nigeria through the Call Centre, Email, SMS and Walk-in services
Managed a group of Contact Centre personnel to ensure service delivery is accurate and met standard
Managed Quality Assurance department alongside to ensure calls are monitored and graded properly
Participated in the recruitment processes for the department and training
I started out as a Call Centre Agent and rose through the rank to become the Call Centre Manager
Managed key clients, ensuring Service Level Agreements are adhered to at all times
Meeting key personnel at client's end to ensure business interests are protected on each side
Managing staff to ensure compliance to set standard and setting goals for better performance
Recruitment and training of new intakes to the department
Advance Diploma in Customer Service Management Certificate in Coaching and Mentoring Certificate In HR Certificate of Completion - Through the Customer's Eyes
Post Graduate diploma in Customer Service Management Passed all courses, but Dissertation pending
Bachelor in Education Guidance and Counseling