Endurance Isaiah

ENDURANCE CHIMEREUCHEYA ISAIAH -, -.- Objective: I am passionate about developing and motivating a team of driven, customer centric colleagues in a fast paced environment, while maintaining high quality standards. I am empathetic, tactful and innovative, with over 15 years of experience in customer care and client management. I have excellent relationship management skills which has contributed in team playing and building roles as well as customer support. Expert at providing relevant information and options to effectively resolve issues. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability. I pay attention to fine details, multitask as well as prioritize whilst remaining calm under pressure. Keen to expand my knowledge and become a member of a dynamic organization. Work History INDEPENDENT TRAVEL AGENT August 2024 – Current DREAMPORT Duties/Accomplishments  Answer all enquiries from clients and potential clients  Listen actively, collect and correctly record clients’ details on application  Respond to Leads provided by company via phone and email  Build rapport with client to enhance relationships  Read and explain flight itineraries to clients  Make sales of airline tickets and associated services  Tailor-fit services to the needs of individual clients  Follow-up with clients using the lead handling standards  Collaborate with other teams in providing individualized service to clients  Stay updated on offers, services and trends to adequately serve clients accordingly UNIT HEAD, CARDHOLDERS SERVICES September 2019 – December 2021 GUARANTY TRUST BANK PLC NIGERIA Duties/Accomplishments  Managed and supervised a team of over 40 Inbound Customer Service representatives and 5 Supervisors.                Tracked teams KPIs and ensured set targets were achieved Responsible for all card support functions in the team Resolution of card usage complaints, disputes, chargeback and refund processing Organized training, coaching, mentorship, performance evaluations and appraisals Performance reporting and presentation to management Liaised with card processors, stakeholders and management on issue resolution and service enhancement. Processed card requests and generated credit card statements per request Reconciliation of account or credit card statements Generated and resolved service requests and follow through to ensure requests were closed out within agreed timelines Identified opportunities, supported and participated in process improvement initiatives. Identified and cross-sold opportunities and referred customers to relevant units to improve customer experience Promoted full suite of products, sales, services and banking capabilities Ensured necessary due diligence to support the accuracy of customer transactions Digital literacy across a broad range of devices with advance keyboarding skills, internet and computer navigation Engaged merchants ifo cardholders to ensure seamless card transactions BACK UP, UNIT HEAD CARDHOLDERS SERVICES June 2016 – September 2019 GUARANTY TRUST BANK PLC NIGERIA Duties/Accomplishments  Provided support functions to supervisors and agents to improve customer experiences  Monitored performance, identified training needs and trained team members  Motivated team members and met our teams KPIs for several months  Encouraged improved performance through personalized celebration  Commenced monthly reward schemes to celebrate and maintain excellent performing staff  Evaluated agent’s efficiency through one-on-one feedback and coaching sessions to promote teams’ growth.  Lead training sessions to enhance the skill sets of team members  Effective live call monitoring and real time support to team members  Generated reports on teams performance and presented to management     Attended to all card queries both internal and external customers via calls and email Initiated charge back claims ifo customers using Bank tools and solutions Ensured Avaya, computers and other equipments work efficiently. Scheduled team members based on analysis of call trends SUPERVISOR, CONTACT CENTER AND QUALITY ASSURANCE / TRAINING September 2013 – June 2016 GUARANTY TRUST BANK PLC NIGERIA Duties/Accomplishments  Recruited and trained new hires on the Banks’ products and services  Trained new employees on the use of bank’s software and hardware technology  Coached and helped integrate new employees to the contact center environment  Managed a team of 15 agents  Tracked teams KPIs and ensured set targets were met  Evaluated agents efficiency through one-on-one feedback sessions and performance reviews  Responded to customers emails and promptly resolved complaints  Provided support to my team during live calls which enhanced efficiency  Compiled reports on customers prospective and teams performance and presented to management  Responsible for scheduling and rostering my team based on call volume QUALITY ASSURANCE ANALYST / TRAINING PERSONEEL January 2012 – September 2013 GUARANTY TRUST BANK PLC NIGERIA Duties/Accomplishments  Actively participated in recruitment and training new employees deployed to the Contact Center  Assessed agents calls either remotely or live to ensure quality standards were met.  Ensured timely and constructive feedback were provided for reviewed calls.  Coached underperforming employees to improve and maintain quality standards.  Evaluated the performance of staff under my charge  Provided feedback to management on staff performance during monthly meetings INBOUND TELEPHONY, CONTACT CENTER REPRESENTATIVE August 2009 – January 2012 GUARANTY TRUST BANK PLC NIGERIA Duties/Accomplishments  Responded to inbound calls and provided assistance to customers  Handled customer inquiries, complaints and requests on various banks products and services.  Resolved challenging complaints from irate callers, followed through and provided timely feedback thus built trust and loyalty.  Provided assistance to branch staff in resolving customers’ requests  Responded to emails from external and internal customers  Raised service requests through customer experience Manager to resolve complaints Key Accomplishments  Recognized as Most Customer Centric Agent (2010), best performing Contact Center Agent (2011 out of 120 representatives in the division) and best transaction officer (2012 in a branch)  Co-developed on-the-job mind mapping program (X-Mind) that reduced training time and helped new hires quickly understand call and process flow.  Became a ‘go-to-person’ for new employees especially during challenging calls  Voluntarily acquired professional certification in Customer Service in a bid to enhance customer experience and improve productivity. SENIOR ACCOUNT MANAGEMENT EXECUTIVE December 2007 - August 2009 DOVAN CONSULT LIMITED, LAGOS. NIGERIA Duties/Accomplishments  Client relationship management  Sales via effective marketing communications  Consultation and advisory on products  Event planning and co-ordination. Key Accomplishments    Assisted in coordinating events such as MTN/ Sound-City Campus blasts and RVI Monthly cocktail which generated monthly average revenue of over $18,000 respectively. Used various marketing communication strategies to develop client briefs to ensure maximum awareness and sales. Championed relationship with clients and ensured projects were delivered on time according to client’s briefs. Education / Professional Qualifications  Associate of Science: Phlebotomy Technician Health Inheritance: School of Allied Health. Lekki. Lagos. Nigeria February 2019 – August 2019  Higher Diploma: Science Technology –Microbiology Federal Polytechnic Nekede - Owerri, Imo State September 2003 – August 2005  GPA: 3.18  National Diploma: Science Technology Federal Polytechnic Nekede – Owerri, Imo State September 2000 – August 2002  GPA: 2.73  High School Diploma: WASSCE (High School) National Professional Secondary School – Rivers State September 1994 – August 2000  First School Leaving Certificate Umuakwu Nsulu Primary School, Abia State - September 1989 - August 1994 Accomplishments   Co-resolved product issue through innovative Mobile App initiative. Co-developed training program which improved on-boarding of new hires. Certification  CERTIFIED CUSTOMER SERVICE PROFESSIONAL February 2011 Proficiency          Excellent computer skills - Proficient in the use of MS Word, Excel, PowerPoint, core banking applications as well as CRM, Citrix, MasterCard Online. Good knowledge of contact center processes, metrics and technology. Good problem-solving skills Great people management skills and good team player Call center service operations skills Customer-focused quality service Great communication skills Adaptability and mentoring skills Patient and ability to remain calm under pressure References  Available on Request