Barbara Adjiri

Considering my experience, i have over 10 years of experience in customer service and client relationship management. In my role as a customer service person, i have managed the call centre and customer - facing outlets. In my call centre inbound role, i ensured calls are responded to within our SLA, agents knowledge on products and services are regularly conducted in our pre-shift meetings, On boarding and training of new recruits on our procedures and applications, regular coaching and mentoring, identifying gaps for training, monitoring call and agent performance to reduce repeat calls. In the outbound section, used customer data to asses agent performance and customer satisfaction, used customer feed-backs as information in improving our product services, Profiled our customers and sold products and services based on their usage and needs, Intensified and improved collections of payment from postpaid customers, etc. For Back office, ensured escalated issues were appropriately tagged for quick resolution. Monitored and managed escalated complaints in pending, unresolved, resolved to be managed within 24 to 48hrs. Sharing weekly and monitoring reports to track performances and improved services. I gained further experience in achievement of our weekly and monthly targets by selling, upselling and cross-selling our products and service. I have experience in employee management and engagement, Workforce and scheduling, Administrative management, designing manuals and company policies. Effective e-mail management, training of staff on various applications and soft skills. I have excellent writing and presentation skills and use performance data to draw analysis on performance. Developing strategies and innovative ideas in achieving key KPIs. Understanding client’s requirements and culture. Able to manage and engage existing and prospective clients for a long term and rewarding relationship. Liaising and improving processes with stakeholders. Effective documentation and customer data management and communicating effectively and confidently with customers of different cultural backgrounds including managing very difficult customers.