Emem Aniema Enato

Emem Aniema Enato Lagos, Nigeria Mobile:- Email:- Bio DOB: 08 January 1985 Nationality: Nigerian Sex: Female Work Experience COMPUTER PLUS LIMITED Customer Experience Manager — Oct 2019 – till Date       Achieved company’s objective by organizing, planning, and monitoring the company’s customer service department to ensure optimized interaction between the company and its clients. Providing quick response to client inquiries and questions using the social media platforms as an avenue for prompt resolution of customer issues. Responsible for overseeing the hiring and training of customer experience personnel to ensure an effective workforce. Collecting, analysing, and interpreting of customer interactions data to identify requirements and information useful in optimizing their customer experience Establishing communication channels and mediums through which clients reach out to our company and vice versa. Guiding and directing the activities of customer experience representative to ensure their interactions with clients reflects positively on the company Local Government Technical Facilitator (Communication for Development Volunteer), Akure South Local Government, Ondo State Primary Health Care Development Agency- June 2016 to May 2018       Worked directly and collaborated with traditional leaders at community, ward/district and Local Government Area (LGA) level for increased community participation and ownership of polio and routine immunization and strengthen partnerships with key allies including WHO, Rotary, EU-SIGN, CDC, NGOs, CBOs, faith-based, women and youth groups for more effective use of networks to promote behaviour change Supported trainings of LGA staff and health workers on Health education, interpersonal communication, general social mobilization in the context of accelerated Maternal Nutrition and Child Health programs, Polio Supplemental Immunization Activities (SIAs) and Non-polio SIAs Coordinated communication/social mobilization working group and committee, ensuring regular holding of committee meetings at LGA level Supported the Measles, Yellow fever Vaccination Campaign communications/ Social Mobilization activities Supported the development of risk communication and community engagement plans during outbreak response activities Undertook field supervisory visits to health facilities and communities, on disease surveillance, outbreak response activities and in the implementation of routine immunization and primary health care service delivery. Specialist, Quality Assurance Unit — Oct 2015 – April 2016 9Mobile        Monitor the interaction of Call Centre executives with customers and ensure compliance with established quality standards and KPIs. Participate in the development and implementation of the overall Customer Care quality and performance framework, policies, processes, and procedures. Partner with other quality functions to create and apply uniform quality systems, metrics, and policies. Co-ordinate day-to-day performance and quality monitoring exercises. Develop proactive and practical responses to address quality and performance shortfalls. Monitor and benchmark performance across and within teams, effectively isolating good and under performers. Evaluate the effectiveness of the current performance management program and identify areas for improvement Analyst, Quality Assurance Unit — April 2013 – Oct 2015 9Mobile         Assist in monitoring the interaction of Call Centre and Back Office executives with customers and ensure compliance with established quality standards and KPIs. Assist in preparing reports on all interaction monitoring outcomes. Assist in conducting research on leading practices in call-handling and forward propositions to the Manager, Quality Assurance & Performance Management. Participate in customer satisfaction surveys. Participate in calibration sessions. Assist in identifying relevant interventions for Call Centre staff based on their call handling performance. Assist in performing administrative duties for the quality assurance unit. Attend team/divisional/departmental meetings as required. Customer Care Executive — March 2011 – April 2013 9Mobile       Providing courteous and exceptional customer service Maintaining company - customer relationship Resolving customer’s request and complains Prompt escalation of issues to appropriate departments when necessary Providing hands-on training aids on new and existing product and services Coordinating team activities, writing reports, and relaying feedbacks to immediate line Manage Notable Accomplishments   Organized and coordinated high impact customer satisfaction surveys for the year 2021. Managed and supervised the daily interaction of Call Centre and Back Office executives with customers and ensured compliance with established quality    standards and KPIs As a Customer Experience manager, I successfully led the team that kicked off identify requirements and information useful in optimizing their customer experience Managed the end-to-end recruitment and training of customer experience personnel to ensure an effective workforce. Achieved 96% training of core technical staff within stipulated period Languages English: Advanced (speaking, reading, writing) Education, Certification & Training BSC Mass Communication (Cross River University of Tech) 2009 Emotional Intelligence Training Jan 2021 Crisis Management Training April 2020 Certified Contact Center Quality Analyst (CCCQA Certification) June 2014 Customer Service Skills April 2013 Effective Communication Oct 2012 Reference Mr Scott Victory Akpo Head of Business Unit Computer Plus Limited Lagos, Nigeria Email:-