2022 - Till date

Customer Service Executive at NSIA Insurance Limited, V.I Lagos

Proper handling of phone calls (Inbound and Outbound) to resolve complaints in a timely manner Swift response to enquiries and queries via webchat bot i.e sales IQ and mails (outlook) Educating and updating customers on new and existing products and services Utilization of advanced CRM Software (ZOHO and HODUCC) to improve communication and build a positive agent – client rapport Following up with customer on the satisfaction of the use of product and services Designing and sending out birthday emailers daily as well as public holiday emailers occasionally Preparation of customer and claims satisfaction survey links and getting feedbacks to help serve customers better Periodical data analysis of customer and claims satisfaction survey responses to determine a satisfactory score Periodical

2021-2022

Customer Service Executive at Outcess Solutions, Ikeja Lagos

Probed churns for customers to subscribe on a package using appropriate win backs over the head set. Ran offer and upgrade campaigns, subscriber education and provided preferred payment methods, follow ups and closed out sales. Proactively and Independently worked to meet daily targets and goals across quality, productivity and customer satisfaction with available CRM Software tools (TASCR) Quarterly Sales Trainings were prepared to continually improve in sales drive There were monthly JKQ and KPI Assessment to increase product knowledge Escalated technical and complex issues to the team Lead by preparing an escalation sheet with its resolution status Ensured Compliance with state and local laws regarding regulated products offered support and solutions to customers