Kwalbe Tyrone

TYRONE YAKUBU KWALBE- - Kuchingoro Airport Road, Abuja, Federal Capital Territory, Nigeria Male https://www.linkedin.com/in/tyrone-kwalbe-b5a719190 Profile To develop self in a job that provides solid intellectual challenges and a good level of responsibility which gives room for growth and development, while contributing towards the achievement of the organizational set goals. Professional Experience GL Expert Apr 2022 – present | ABUJA, NIGERIA UBER TECHNOLOGIES INC. Handled driver complaints and inquiries. Provide in-person support to driver partners by determining their problems and responding effectively to their queries. Assist driver partners in troubleshooting issues such as delayed payments. Encourage interested driver partners in providing their services by informing them of various benefits and profits associated with using the Uber platform. • • • • Case Manager Jun 2020 – Mar 2022 CENTERVILLE SUPPORT OFFICE LTD: BPO REMOTE JOB, NIGERIA KIRKENDALL DWYER LAW FIRM Resolved customer care complaints over the phone, email, and mail. Handled inbound and outbound quality calls to clients Utilized technology to handle high volumes Assisted American citizens to secure their Social Security disability benefits Met personal and team targets and call handling quotas Procured client information and updated into company records (Salesforce) • • • • • • Contact Center Agent Aug 2019 – Apr 2020 | ABUJA, NIGERIA MARIE STOPES INTERNATIONAL ORGANIZATION OF NIGERIA Counseled clients over the phone,social media chat and emails. Marketed company products and services to clients during conversations. Procured client information and updated into company records (CRM). Handled inbound and outbound quality calls to clients Provided clients with enough information on services and products they showed interest in. Took online courses in Sexual Reproductive Health which helped in provision of informed choices to clients. Escalated client complains to my supervisor when necessary. Handled social media chats with clients. Worked to meet metrics on accuracy and performance Referred clients to clinics to take services offered. • • • • • • • • • • Customer Service Representative Aug 2017 – Nov 2018 | ABUJA, NIGERIA OUTSOURCE GLOBAL - BPO - CITIZENS DISABILITY Resolved customer care complaints over the phone, email, and mail. Compiled reports on overall customer care satisfaction. Handled inbound and outbound quality calls to customers. Utilized technology to handle high volumes. Handled customer care complaints, provided appropriate solutions and alternatives within the time limits and followed up to ensure resolution. Worked to meet metrics on accuracy and performance Met personal and team targets and call handling quotas. • • • • • • • Education Kaduna State University B.A History 2010 – 2014 | Kaduna, Nigeria Skills Personal Competencies ● Customer Service Representative with over 5 years experience of resolving, complex customer inquiries. Passionate about building customer relationships, driving brand loyalty, and increasing customer engagement. ● Ability to work in a fast-paced environment to meet set deadlines. ● Excellent oral and written communication skills with exceptional attention to detail. ● Highly organized. ● Enthusiastic self-starter who contributes well when working as part of a team. ● Resolved customer inquiries via phone for two separate cities with little supervision, consistently exceeding targets and providing feedback to ensure partner driver satisfaction. Communication and presentation: ● Good communicator. ● Proficient use of the English language, oral and written. ● Worked as Customer Care Representative and a Contact Center Agent. ● Good phone handling skills and active listening skills. ● Ability to influence clients. ● Provide assistance to driver partners in troubleshooting issues such as delayed payments. ● Provide insight and assistance with special events, promotions, and training, both offsite and onsite. Management and Leadership ● Oversaw the Abuja Greenlight Hub as the only Expert. ● Ability to multitask, prioritize and manage time effectively. ● Critical Thinking, decision making and problem-solving skills. Research and Analysis: ● Carried out research while working on my final year project in the university. ● Provided solutions and answers to customer complaints on the phone. ● Persuasiveness - know-how to demonstrate, promote and inform clients on products and services. ● Respond to customers’ inquiries regarding tariffs and taxes and provide them with information on navigating the online Uber system. Information Technology: ● Knowledge of Windows 7/8/10/11 & Mac OS. ● Conversant with the use of Microsoft Office management & Google Workspace, Microsoft Outlook. ● Conversant with the use of Customer Relationship Model (CRM), Salesforce, Bliss. ● Proficient in the use of email and internet (use of search engines and finding solutions to problems). Interests Writing | Travel | Sports | Listening to music | Reading