GEORGE NNAEMEKA NNAJI- Owo Street, off Alfa Nla road, Agege, Lagos State.
https://www.linkedin.com/in/george-nnaemeka-nnaji-298b8943
OBJECTIVE
To work in an environment which encourages me to succeed and grow professionally where I can utilize my
skills and knowledge appropriately.
EXPERIENCE
Since
March 2019
-
Access bank Plc.
Team Lead: Customer service Executive.
Manage and provide support to a team of 18 customer care
representatives.
Conduct early morning sessions with team members to ensure everyone is up to
speed with the banks' policies, SLA and service updates.
I engage team members on general and individual chats
in a bid to identify
strengths, weaknesses and other personal challenges; this helps build a strong
team relationship.
I take charge of the customers challenges brought to my attention by providing
prompt and lasting solution and escalating properly to the to right
resolution unit.
I prepare and send daily attendance and productivity report of the team, for
manage use, to the line manager.
Since
January
2015 -
Diamond bank Plc.
Agent Support: Customer Service Executive
Manage and provide support to a team of 10 customer care representatives.
Work closely with team members to ensure quality service is
provided to the banks' customers at all times.
Carry out trainings on banks' products and services for new customer
care representatives and refreshers for the older ones.
Providing quick service to the banks high-end customers via dedicated e-mail
channels.
From July
2011 January
2015
Contact Solutions Ltd.
Certified Quality Assurance Analyst
Was part of the quality assurance team and participated in the design of call
monitoring script and quality standards for the company.
Performed call monitoring and evaluation by listening to customer care
representatives' real time and recorded calls.
Mastered the use of quality monitoring data management system to compile and
track customer care representatives' performances at team and individual levels.
Was tasked with the evaluation and preparation of weekly quality
performance reports, (score Card), for a team of 35 customer care
representatives, which was used at the the management level.
I introduced and organized weekly calibration sessions, which helped to
identify and correct gaps in customer care representatives' performance.
From
March 2008
- October
2010
Starcomms Telecommunications Plc
Customer Service Executive
Performed step by step probe into customer’s inquiries, requests or complaints,
with follow through for quick resolution.
Provided support and technical resolution to customers on phone and
email.
Identified and corrected operational challenges experienced by clients'
computer systems; this gave rise to 80% retention of clients.
EDUCATION
Oct. 2000
to Aug.
2005
Sept. 1993
to Jun.
1999.
University of Nigeria Nsukka, Enugu State, Nigeria.
B.Sc Geology and Physics
St.Teresa's College Nsukka, Enugu State.
West African Senior School Certificate.
SKILLS
Sound reasoning and Analytical mind: In the course of my experience as a customer care representative
and quality analyst, I have developed good instincts and analytical mind to analyze information and use
logic to address work related issues efficiently.
Leadership Skills: My Leadership skills have grown over the years due to various positions occupied.
Emotional Intelligence: I have the capability to recognize emotions and discern between different
feelings and label them appropriately.
Training skills: I possess a great training experience which helps impact required knowledge or
information on others at any given opportunity.
Customer Relationship Management: My experience in customer relationship and management over the
year, comes in handy to ensure customers satisfaction is exceeded at all times.
Excellent Communication Skills: I possess confident, articulate, and professional speaking abilities.
Microsoft Office: High proficiency in the use of Microsoft Word documents, power points and excel.
INTERESTS
Football, meeting people, movies and travelling.
CERTIFICATIONS
Quality Assurance Institute (QAI), Orlando-Florida (U.S.A): IE-082712-AUJL.
Global Professional Certification for Quality Assurance Professionals.
Certified Business Process Quality Analyst (CBQA).
Quality Assurance Institute (QAI), Orlando - Florida (U.S.A): IE-081312-XEEB.
Global Professional Certification for Frontline Customer Service Professionals.
QAI Agent-Plus Certification.
Nigerian Institute of Safety Professional (NISP): AB016085.
SPDC Accredited Health and Safety Environment Manager.
(HSE) level III (NISP Certified).
