Joy Babaoye

Joy Babaoye PROFESSIONAL SUMMARY A seasoned professional with 8+ years of working experience as a Customer Service Professional in the Financial Service Institution, Telecommunications and Logistics sector. Possess an impeccable written, verbal communication, listening, analytic, interpersonal skills and is a major team player. CONTACT- Wuse Zone 1, Abuja FCT EDUCATION NATIONAL OPEN UNIVERSITY PGD in Public Administration AHMADU BELLO UNIVERSITY, Zaria Bachelor of Science in Economics WORK EXPERIENCE ABUJA ELECTRICITY DISTRIBUTION COMPANY December 2020 – Present HQ Complaints Management • Register, monitor and document all complaints received at HQ level. • Act as an escalation point for urgent, complex or difficult cases with 0% regulatory and Legal infraction. • Facilitate resolution of Token related cases SKILLS MS Word MS Excel Management Conflict Managament • Establish the framework and governance structure for complaints management and reporting. • Review and analyzes customer’s complaint information for trend/risk analysis and corrective action. • Work with the key stakeholders to achieve 100% Implementation of corrective action. • Manage complaint received from all AEDC complaint channels by Management ensuring they are all resolved within set timelines and according to relevant guidelines. • Synergizing with Commercial, Technical, Revenue Protection to drive timely closure of complaints. An average resolution of 80% complaints within set timeline. Lead the day-to-day quality control on complaints resolution by the Responsible profiles. WORK EXPERIENCE ABUJA ELECTRICITY DISTRIBUTION COMPANY March 2019-November 2020 Officer-Customer Care Unit • New connection/other requests registration, monitoring and creation of contract within 5 working days. • Modified contract details, changed of contract holder, terminationed and reactivated accounts with relevant documents/investigations immediately. • Registed illegal consumers within 24 hours. • Registed, authorised, suspended, cancelled, resolved and monitored complaints. • Interfaced with commercial, technical services and other groups on a daily basis to drive timely completion of complaints. ABUJA ELECTRICITY DISTRIBUTION COMPANY December 2018 - March 2019 Officer- Debt Management Unit • Responded to internal and external customers quickly and professionally. • Ensured diligent adjustment both on Credit Record & Debt Record to Customer’s accounts. • Assisted with cases of claims of erroneous bills with a view to resolving and posting to Customer’s accounts accordingly. • Assisted with internal correspondence to relevant stakeholders regarding customers’ accounts. • Appropriately captured all customers’ balances and debts in a timely and efficient manner, and to ascertain appropriately all money owed to AEDC or owed to AEDC customers as the cases applied. • Ascertained the validity of the Meter detail on vending database as well as the customer detail on the billing database. • Ensured accurate customer balances as well as their migration in their respective accounts on the billing to vending system. • Ensured Information was properly captured and updated in the systems for operational efficiency and effectiveness. • Ensured the correctness and existence of all customer numbers on uVision (AVR) database and Syntell (s3) database and Incms. WORK EXPERIENCE HARVEST TIME INTEGRATED RESOURCES LIMITED June 2016 - January 2017 Manager – Service Quality & Customer Service Unit • Developed and implemented a customer service policy to suit the organization’s goal. • Established procedures, standards, systems and procedures with other operating staff and properly set customers’ service standards. • Take ownership of customers’ issues and follow problems through to resolution. • Acted as a catalyst for change and improvement in performance and quality, investigated and set standards for quality of health and safety. • Determined, negotiated and agreed on in-house quality procedures, standards and specifications. • Recorded, analyzed and distributed statistical information. PRIMERA AFRICA FINANCE GROUP Oct 2014 – June 2016 Team Lead – Service Quality Unit & Customer Service • Kept ahead of industry’s developments and applied best practices to areas of improvement. • Recorded, analyzed and distributed statistical information to management for future service delivery. • Developed customer service agents and nurtured an environment where they could excel through encouragement and empowerment. • Conducted client/market surveys in order to obtain information on customer satisfaction and business potential and interfaced with Customers and other Representatives in order to ensure safe and smooth operational execution of services. • Set customer service standards, investigating and setting standards for quality and ensured that processes comply with standards at both national and international level. • Developed portal for complaints capture and ensuring that the company’s complaint handling system is efficient and effective, and managed and coordinated day to day office and field operations. • Oversaw and coordinated all the work associated with services provided by the field base and interfaced with key parties, customers and staff to ensure safe and smooth execution of operations. • Oversaw and supported the field service team and staff working in the field base to ensure proper execution of the services and preparation of the credit facility. WORK EXPERIENCE PRIMERA AFRICA FINANCE GROUP July 2014 – October 2014 Relationship Manager – Collection Unit • Managed customer relationships beneath the Priority Banking affairs by agreeing with them, their apprehension and their need, and provided for and handling customer enquiries and complaints. • Handled consistent and frequent communication with client providing complete, concise portfolio valuations and guidance. • Served as a problem-solver for the client, helped them identify investment criteria, recognized and handled concerns that arise as consultation moves closer to decision. • Provided ongoing portfolio supervision, with a continuous focus towards helping the client adapt to changes in personal circumstances and the financial environment. • Ensured retention of existing high value clients by growth of wallet with the organization through relationship management activities. PRIMERA AFRICA FINANCE GROUP April 2014 – June 2014 Telesales Credit Advisor / Customer Management • Responded to all customer enquiries through either email, calls or other channels applicable within the approved SLA, made outbound calls and delivered sales script, in order to persuade potential customers. • Captured and updated all necessary information needed to maintain the database such as names, addresses and feedback from prospects contacted. • Carried out sales and marketing campaigns as assigned. PETITE’S CASA LIMITED October 2012 – January 2013 Project Management Coordinator / Customer Service • Developed company framework from inception to final launch, carried out interview of staff on behalf of management and ensured completion of project phases. AIRTEL NIGERIA LIMITED August 2008 –September 2012 Marketing Group – Commercial Services Team Lead • Escalated service requests for resolution, created, updated and managed customers’ details on CRM systems. • Handled tele-marketing of company’s product and services to high end users, and problem calls and liaised with resolution department. • Ensured that all appliances and equipment’s are functioning at the helpdesks, and provided departmental operational reports WORK EXPERIENCE CELTEL NIGERIA LIMITED February 2007 – January 2008 Customer Care Group–Team Lead, Quality Assurance • Resolved subscribers’ issues at first contact, and handled telemarketing of company’s product and services to high end users. STERLING BANK PLC December 2004 – January 2007 Relationship Manager • Handled deposit mobilization, booking of personal loans and monitored customers’ inflow. • Marketed the bank’s liability & asset products to professionals. • Liaised with the treasury department in order to ensure good Return on Investment. NETSPEX NIGERIA LIMITED May 2003 – August 2003 Marketing Researcher • Conducted surveys with business and consumers, carried out ad-hoc administrative duties and research over the Internet to facilitate better customer service. • Supervised engineers to ensure target was met. REFERENCES Uwem Ufot Ikeja Electricity Distribution Company, 142/144,Okota Road,Okaota Lagos- Kolawole Alabi Alok Consulting Limited 23,Bola Makinde Avenue,Ikoyi-