ANGELA ONONUJU
+ (234) 70 -| E-mail:-A consummate manager in the IT industry with proven track record of delivering beyond expectations in the service industry. Expertise in improving team performance and converting analyzed data into deliverable. A technology enthusiast who is passionate about helping customer's life and business become easier with technology Education
Degree | Date Earned | School
BSc. Agric Economics | 2006 | Abia State University
Secondary School Certificate | 2001 | Ovom Girls’ High School
CERTIFICATION / trainings
Six Sigma Certification | 2018
SCRUM Certification| 2018
“How May I Help You” Customer care training | 2012.
Time Management Training | 2015
Skills & Abilities
Management
Excellent organizational, planning, leadership, and management skills.
Strong communication and presentation skills.
Excellent soft skills, including conflict resolution, influence, and negotiation skills.
Critical thinker and possess ability to make decisions.
Committed to self-development and the development of others.
Ability to work under pressure with or without little supervision.
Experience
Microsoft O365 CONSUMER– CUSTOMER SUPPORT OPERATIONS MANAGER | TEK EXPERTS | FEB 2020- TILL DATE
Manage the customer support team in providing exceptional support to Microsoft customers via phone, chat and email.
Handle queries and provide support for high end customers.
Leading the support team to maximize customer satisfaction and establish a clear set of operational metrics and targets for the team.
Deep dive into operational metrics against set targets for the support process to create operational improvement strategies week over week
Monitor performance to ensure support teams are meeting the goals and expectations that have been set with the customer through delivering excellent customer service.
Be the primary escalation point for operational issues and Customer’s Delivery Management within the team
Maximize customer satisfaction by implementing data-driven action plans to fix quality bar failures.
Ensure support teams are staffed with highly knowledgeable resources that are smart, technical and have a passion for solving customer issues
Cultivate a culture rooted in accountability for the customer, continuous improvement, and excellence
Work closely with the team to ensure the values of the organization is maintained.
Assist in training of new processes, procedures, and tools.
Collaborate with HR and Operations departments on customer support issues.
Build and send updated reports to management team (Site Manager, Global Operations Manager, Office Manager, etc.) as required.
Participate in training and coaching team members.
Microsoft Azure Billing & subscription - Customer Support Manager | TEK EXPERTS | APRIL 2018 – FEB 2020
Provided leadership to a team of 50 software engineers supporting Microsoft Azure services, processing 1000+ tickets. Three times team manager of the month 2018 and groomed 3 senior escalation engineers in 1 year.
RESPONSIBILITIES:
Work with the team in resolving billing issues such as invoicing and subscription issues.
Coordinate technical escalations from customers and ensure prompt resolution on billing enquiries.
Handle high escalations and engage dissatisfied customers to win them back and maintain healthy customer relationship.
Analyze Customer feedback and create reports for the product team for necessary modification to improve customer experience and drive customer retention.
Ensure operational efficiency of the team through collaboration with other departments, including Product, Engineering, Finance, Sales, and Customer Success.
Attend global and local meetings to review operations and draw up strategy.
Daily meetings with team members to review KPI score, motivate and drive productivity.
Identify training needs for team members and drive execution with the training department.
Coach and mentor team members on their career development
Represent the company at sessions with client to review performance and business strategy.
Acted as back-up to the Operations Manager for the entire technical division.
Attend recruitment interviews and hiring events for the company.
Workforce management
Onboard new engineers
Request for access and tools for new hires
Monthly 1-1 session with the engineers to chat development path and revise strategy.
Identify and groom talents for different technical and management positions.
CUSTOMER SUPPORT TEAM LEAD- OPERATIONS | ison bpo limited | october 2015 – march 2018
Managing a team of 23 and motivating the team towards a common goal and keep them focused.
Ensure that service levels are met and strive to exceed service levels.
Ensure the accuracy of all information processed and produced.
Ensure that all documentation, processes, and procedures are accurate and up to date and ensure that all staff are aware of these and follow them.
Ensure ongoing coaching of team members and personal development plans are in place for all team lead.
Managing the quality control process within the team, ensure adherence to quality concepts and drive a process of continuous improvement in quality.
Maintaining and ensure the accuracy of all management information and maintain all models which produce management information.
Holding brief regular team meetings each day to review work status.
Maintaining positive customer relationships by providing prompt and appropriate responses to inquiries/issues/concerns.
Resolving issues with customers while preserving a positive long-term relationship using effective, tactful, and courteous manner.
Facilitating discussion around complex information to promote understanding.
Demonstrating and encouraging commitment to team objectives.
Act as a point of direction and guidance to less experienced team members.
Establishing training needs of individuals & team, ensuring that the analysis is based on an understanding of the objectives and goals of the department and organization.
Recognizing the motives and abilities of others and how they can be utilized and developed.
Producing and continually reviewing Personal Development Plans that actively develop team members in line with business and personal.
CUSTOMER SUPPORT TEAM LEAD | MTN Nigeria | October 2012 – October 2015
Leading the team in the handling and Resolution of billing or service complaints in adherence to documented procedure and or process.
Provide on request, clear information, revision, updates on available products and services.
Leading the team to resolve product or services problems by clarifying the customers’ complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Follow-up on customer inquiries not immediately resolved; Identify and escalate priority issues. Refer unresolved customers ‘complaint to designated departments for investigation and resolution.
The pulling and compilation of team’s and other reports as channeled by the supervisor.
Generating team members’ report card at the end of every week.
Being a role model to all team members in image presentation, attitude, schedule adherence and observance of all other call center policies.
Assist in ensuring optimal utilization of designated applications, systems, and tools in Call Centre operations
Assist in any call center subunit or company project at the discretion of management.
Regular feedback to the supervisor/manager on important developments as it affects the running of the call center.
Assisting the supervisor/line manager in the management of the team.
Attend team/ divisional/ departmental meetings as and when required.
Prepare/ compile defined periodic activity and performance reports for attention of line manager.
Motivating the team to achieve high standards and KPI targets.
personal assistant | love world internet multimedia| march 2009 – october 2012
Organizing and maintaining diaries and making appointments.
Dealing with incoming emails and posts, often corresponding on behalf of the deputy head.
Organizing and attending meetings and ensuring the deputy head is well prepared for meetings.
Arranging travel and accommodation and, occasionally, travelling with the deputy head to take notes or dictation at meetings or to provide general assistance during presentations.
Taking dictation and minutes.
Screening phone calls, enquiries, and requests, and handling them when appropriate.
Devising and maintaining office systems, including data management and filing.
Carrying out background research and presenting findings
