Alain Ojukwu

ALAIN OKWACH OJUKWU +254 - |- CUSTOMER SERVICE REPRESENTATIVE /CONSULTANT Versatile and client focused human resource professional with over 5 years’ experience providing world class human resource service, strategically combining coordination of management and service delivery objectives. Consistent in satisfying customers, building loyalty and driving retention processes. Works well in high pressure settings with minimal supervision in both leadership and team roles. Recognized for a high level of commitment exceeding customer initiatives implementing performance improvements and conquering challenges to drive business forward. Committed to identifying and leveraging opportunities for growth. My goal is to become a valuable mutual asset by providing efficient customer service expertise and develop my skill set further in order to enhance the company’s purpose and profitability. Customer Retention Strategies | Business Value Propositions | Administrative Procedures | Conflict Resolution | Customer Experience | Strategic Partnerships | Quality Assurance | Training | Leadership | Team Management | Corporate Relations | Relationship-Building | Strategic Management | New Customer Acquisition | Mediation & Problem-Solving | Client Relations ✔ Bachelor of Science (Human Resource), Maasai Mara University 2019. ✔ Kenya Certificate of Secondary Education (KCSE), Sunshine High School, 2014. ● ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ Customer Service Representative | Majorel Kenya Providing introductory information to new customers Ensuring that customers are satisfied with products or services Following up with clients or customers to check that they’re still satisfied with any purchases Letting customers or clients know about additional products or services Determining the quickest, most effective ways to answer a client’s or customer’s questions Escalating queries and concerns Troubleshooting common issues with a product or service Working with a team of CSRs and other departments to find appropriate solutions ● Call Centre | D.light solar ✔ Successfully led a seamless and effective transition from inbound to outbound by ensuring all training was done and incorporated.. ✔ Embedded a total customer focus centric approach to support service and ensuring ease of access for customers by maintaining accessibility on calls at 70% and lost calls at 2%. ✔ Achieved 70% conversion rate on calls and maintained the same run for 6 months running. ✔ Aligned with the quality Analyst in ensuring all calls have been heard for my team and all training sessions have been undertaken.. ✔ Ensured the team was always running smoothly in the absence of the team leader and maintaining high performance as expected. ● Human resource assistant | Nairobi City County ✔ Increased efficiency and productivity in clearance communication by 3% through proactive management. ✔ Reduced on total outstanding clearance files with 30+ days in customs copies by <2% of the total OST files ✔ Implemented an effective standard operating plan between the employees and the organization to drive a culture of service and realize a seamless daily transaction. ● Human Resource assistant| Elite plastics ✔ Achieved 1.1% against a target of 1.2% on total customers lost within 10 seconds improving customer’s accessibility to the organization. ✔ Supported in increasing revenue generation by upselling for time definite products and priority service. This was achieved by premium conversion of 62 over 90 premium bookings made for FY16. ✔ Ensured proactive management of employees with failed consignments. Key Contributions & Results: ● Training of TREs on various troubleshooting protocols at the call center. ● Ensuring all team members are able to fill out all coaching forms as expected and ensure all targets are met. ● Assisting in all mandatory training of group members and ensuring everyone is in line with what is expected. ● Communicating and monitoring clear individual performance objectives and service standards. ● Creating a positive and collaborative team environment by setting and regularly reviewing the achievement of team goals ● Organizing recurring team meetings and 1-1 sessions. Documenting and developing action plans as a result of the meetings. ● Communicating daily service issues to the team leader by proactively exchanging information relating to performance. ● Identifying and reporting any potential customer leads to the Sales department. ● Focus on the personal development of professional and competent team members by conducting regular training and develop a coaching plan to improve quality of work. ● Ensuring coaching and feedback is focused on the key accountability of customer satisfaction and business results. ● Conducting weekly call listening in lias with the quality analyst. ● Analyzing daily/weekly/monthly/quarterly performance data and reports against standards of quality and productivity. ● Ensuring training and development plans are in place for every employee. ● Supporting the call center leadership development and succession planning programmes by actively identifying the high potentials. ● Conducting regular Quality Monitoring in line with the set process and together with results from post call customer satisfaction surveys and Quality Evaluations, incorporate findings and corrective actions into regular employee coaching. ● Identifying ongoing service issues and recommending solutions to call center management. ● Coaching and supporting CSRs to convert customers’ quote enquiries into bookings. Key Contributions & Results: ● Consult with employers to identify needs and preferred qualifications ● Advise managers on policies like equal employment opportunity and sexual harassment ● Plan and coordinate the workforce to best use employees' talents ● Ensure timely handover of client’s broker documentation to facilitate speedy clearance. ● Coordinate and supervise the work of specialists and staff ● Coordinating day to day clearance process from client’s approval of charges to generating customs documentation, payments, verification and release. Key Contributions & Results: ● Examine employee performance records to identify areas where employees could improve through job skills training or employee development ● Administer the work of support staff and specialists of their team ● Develop strategic compensation plans, align performance management systems with compensation structure and monitor negotiations for group health benefits. ● Administer the work of support staff and specialists of their team. ● Analyzed the team’s performance and participated in coming up with strategies to improve the performance. Expert Trainer, Centre of Development, August 2015– December 2016. ✔ Emotive Workshop by TNT. ✔ Quality Development Management by FedEx Code of Conduct and Compliance by FedEx. ✔ Quality of Service in Postal and Courier Operation by AFRALTI Customer Experience Management by AFRALTI. Mr. Osborn Mutuku Team Leader - Majorel Kenya Tel: - Mr. Walid Omar Assistant Manager- Dlight solar Tel: - Ms Pamela Odhiambo Hr Specialist, City Hall Tel: -, Mr. Ian Karengo Principal Director, Elite plastics Tel:-