Oluwafemi Ebenezer Falola

• Managing information technology and computer systems
• Controlling and evaluating IT and electronic data operations
• Managing IT staff
• Manage information technology and computer systems
• Design, develop, implement and coordinate systems, policies and procedures
• Ensure security of data, network access and backup systems
• Manage IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance

Reporting to the Director of service quality, primarily responsible for 16, 000 internal customers and all external customers
•Maintaining the Service Quality Customer Service Standards Library for the department
•Developing a CD ROM training programme to be used in all stores, in line with customer service strategy
•Managing and developing stores’ monthly incentive programme and cost justifying
•Supervising, motivating and developing team reward and recognition programmes
•Handling and swiftly resolving customer complaints in a professional and effective manner
•Creating and introducing in-store customer awareness and feedback forms with most useful results

Call Centre
Responsible for handling a wide range of incoming calls and face to face meetings with customers. Also in charge of resolving all interactions positively and to the customers complete satisfaction.

•Responding appropriately to customer questions and comments.
•Screening calls, and handling ' ‘insistent’ callers.
•Identify gaps in a customer’s records & then collecting information to fill them in the gaps.
•Assisting customers in making a decision about a product or service to buy.
•Maintain and updating customer databases.
•Keeping accurate records of discussions or correspondence with customers.
•Processing new client accounts, maintaining customer accounts, implementing changes to existing accounts, and filing documents and other paperwork.
•Undertaking general administrative duties like filing, photocopying and opening mail.