Deke Emmanuel

Deke Emmanuel .T Email:--Phone:- - _____________________________________________________________ ◉Web design and development ◉ Customer Relations Management ◉ Information Technology Self-motivated, can work with little or no supervision, passionate about problem solving, mastery of Customer Relationship Management and fluent in the three major Nigerian languages as well as Javascript, general I.T Support and excellent teaching skill Drew a blue print for customer success plan Developed content for digital marketing campaign for a pharmaceutical company in Lekki which lead to increased sales. I had a huge hand in increasing the payment rate from bike riders when I had a brief work stint with a Opay .In the past they had very poor remittance turnovers. Help achieve the retention of high value customers (HVC) while I was with MTN Nigeria via Telesales, Telemarketing, and general customer satisfaction surveys Was able to draw up a plan geared towards winning back churned customers with a very high success rate. Excellent written and oral communication skill A team player with good analytical mind and mental alertness Effective manpower and time management Good leadership abilities and integrity Project management skill. Proficient use of CRM tools (Zendesk, Freshdesk,Intercom) Agility etc Web Design and Development etc HTML 5 CSS 3 and JavaScript Live Chat expertise Excellent teaching skill Hubspot, intuit Quickbook AKU Digital microfinance Bank: December 2023 Status: Customer Support/Office Manager Managing the daily activities in the office and supporting customers in the use of the banking app and other after sales support functions Replying to enquiries, complaints on Emails/live chats as well as phone calls Interfacing with customers, listening and understanding their need and then proffering solutions KANIH LIMITED COMPANY: April 2023- November2023 Status: Team lead Designating of duties to the team members for the production functions of the day Assisting the help desk where and when necessary Preparing of comprehensive report for the day/week as requested by the CEO. SONAFEM AGENCIES LIMITED: February 2022 – April 2022 Status: HR Assistant Day to day update of staff records and organizing the monthly schedule for staff salaries. Compiling staff strength on a weekly basis and the documentation of staff letters of complaint as well as queries meant for the CEO. Compiling welfare packages assigned to staff by management. Virtual Assistant (Remote Help Desk): GRAVY January 2021- June2021 Regular chatting and speaking over the phone aimed at customer retention and to remedy other account management issues. HFP ENGINEERING/PROPERTIES LIMITED (Construction and Facility maintenance firm)November 2018 - September 2019 Status: Customer service /Administrative officer Daily intake of complaints and enquiries of the various clients in the complex. Compiling bills and documenting of all payments of clients Interfacing with various customers and clients and proffering solutions to all their issues. MTN NIGERIA (MOBILE TELECOMMUNICATION NETWORK) Status: Customer Care Representative (Outbound) Campaign Management Services Out bound calls made on a daily basis to achieve the following: Telemarketing of product and services to target customer Carrying out of company surveys and providing feedback Contacting of churned/churning customer and also providing feedback. Contacting of winner from ongoing promos and informing them accordingly. All forms of up selling and cross selling MTN NIGERIA Status: Customer care representatives (Online) Inbound floor Listening and internalizing of customer queries/enquiries and resolving them. Compiling and forwarding unresolved issues to backend office for resolution. Educating and informing customer on new products/services. GRACE ACADEMY (EDUCATIONAL- Status: Science Instructor Teaching senior student biology and Agricultural science. Preparation of chemical and reagent for experiments. Supervision of student in laboratory analysis/experiments ST JOHNBOSCO ACADEMY- Status: System Engineer Networking and maintenance of computer KAJOLA LOCAL COUNCIL, OYO STATE (NYSC) 2003 – 2004 Organizing community development projects supervising renovation of old facilities in the community GUINNESS NIGERIA PLC (BREWERIES) Status: I.T Student Assisting quality control personnel during alcoholic beverage production. TRAININGS: Fire Safety Training Basic First Aid Training Computer Appreciation, Ms Word and Excel Call Centre training (How May I Help You) – MTN Nigeria Customer Service Professional course (By correspondent) UK. My Office (ICT) Training – MTN Nigeria Communication Strategies Course – MTN Nigeria Tertiary Institution B. Tech. Industrial Microbiology. FUTA Secondary Education Command Secondary School Ipaja, Lagos. SSCE Primary Education Arakan Barracks Primary School Apapa, Lagos REFEREES: Available on request