Akon Ekange

Akon Ekange Akon Block 30 Flat 3, PW, Kubwa, Abuja | - |-WORK EXPERIENCE Centerville Office Support Limited, Remotely Customer service Representative Supervisor December 2020 – June 2023  Handle customer complaints,provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.  Keep record of customer transactions,processes,customer accounts and file documents.  Follow communication procedures,guidelines and policies  Identify and access customer needs to achieve satisfaction.  Supervise team to ensure accurate details and valuable status updates are obtained from the Social Security Administration offices on pending Socials Security disability/Supplemental security income applications and ensure they are successfully and correctly uploaded to salesforce.  Review and approve team members applications for loan collection and leave schedule while liaising with the HR manager.  Communicate and ensure newly implemented policies by management and superiors are strictly adhered to in the department.  Prepare, conduct and process mid and end of year team reviews, coach team on areas lacking and forward to appropriate management.  Resolve complaints from case managers and team members on salesforce, delegate cases and tasks to appropriate status specialist to handle and ensure it is done promptly and accurately.  Train new hires on company and department protocols, duties, and goals to ensure seamless onboarding process. Also, set up their individual respective dashboards for proper monitoring and compliance. No OUTSOURCE GLOBAL CONSULT Mabushi District, Abuja Call Centre /Customer Service Representative  Make inbound and outbound calls to market company product and services.  Routing inbound calls to appropriate Resources.  Provide product and service information to customers.  Make follow up calls where necessary. EDUCATION  The Certified Institute of Shipping of Nigeria, Apapa, Lagos 2013 - 2015 Shipping/Port Management (Higher National Diploma)  Wantor Model College, Adikpo, Benue State (SSCE) 2004 - 2009 CERTIFICATION  Health Insurance Portability and Accountability Act (HIPAA)  Higher National Diploma in Computer Proficiency AWARDS  Employee of the Month at Outsource Global  Top Performer at Outsource Global  Top Performer at Outsource Global  Employee of the Month at Outsource Global SKILLS & INTERESTS - December 2019 January 2020 April 2020 May 2020 Skills: Microsoft Office (Word, Excel, PowerPoint) |Salesforce Software |Training| Management & Supervision |Team Building & Development Interests: Teaching, Reading, Researching, Volleyball.