Stella

Stella Monye Nwabueze Customer Service Supervisor / Fraud Prevention Specialist Email:- SUMMARY Customer Service Supervisor with 5 years+ experience at a leading fast paced online VOD Startup with experience improving customer experience through mentoring, directing, supervising overall functions & staff, resolving varied client inquires & complex issues and monitoring online payments to prevent fraud. I have achieve an increased customer satisfaction rating index from 75% to 90% across Support Channel which has become a standard. I am accustomed to working in fast-paced environments with the ability to think quickly and work well with others, in both supervisory and support staff roles. SKILLS ● ● ● ● ● ● ● ● Team leadership & interpersonal Communication Web, Android and IOS​ ​Technical product support Telesales, Live chat & Social media support, Online Community manager Online Fraud Analyst VLookup, Pivot, User guide documentation, Training guide Support Channels - ​Help Desk/Ticket, Email, Inbound/Outbound Calls, Social Media, Front/Back Work Tools - Livechat, ZenDesk, Slack, Google Apps, Skype, Whatsapp, FB Messanger, Twitter, Instagram, Disqus, Toptal, Franz Payment Processors - ​Fastspring, Stripe, Checkout, 2checkout, Paypal, Paystack, Mobile Money, Fortunmo WORK EXPERIENCE IROKO PARTNERS (irokotv.com), Lagos Office —​ F ​ raud Prevention Specialist March 2016 till date ● ● ● ● ● Reviewing flagged transactions generated by our payment system to determine risk and ensuring that dispute rate is below 2%. Analysing incoming payments and respond quickly to high-risk situations, flagging fraudulent payment Identified. Reviewing and making changes to customer accounts where necessary. Providing reports on payment dispute feedback to management. Escalating issues regarding unusual activities or abnormal transactions to engineering team and senior management. IROKO PARTNERS (irokotv.com), Lagos Office — ​Customer Service Supervisor [Livechat, Inbound, Outbound, Social Media Channels Channels and Offline Outlets] April 2012 till date Monitoring and Evaluating Team Performance ● Oversee recruitment, hiring, and training of customer service staff to further company goals and sustain high customer service benchmarks. ● ● ● ● ● ● ● ● ● Overseeing daily activities and supervising of Customer Service Representatives by creating a tracking system that measures and reports team’s weekly, monthly and quarterly activities and performances using key performance indicators (KPI) to determine the level of customer service provided. Exceeding targeted results in customer retention, client expectations, sales and support service as well as other customer service goals by proposing and implementing a tracking system that effectively measures Quality Control & Assurance for iROKOtv Customer Service Agents (Inbound and Outbound). Consistently learning about the organization’s products and services to keep the team up to date with changes. Replicating and reporting of bugs for Website and Mobile Apps(Android and iOS) platforms. Analyzing data on our support channels and generating weekly reports for Product Managers, Engineering Team & Senior Management that reflects volumes of inquiries, comprehension and functionality issues across channels. CommunicatIng with customers to receive their valuable feedbacks and suggestions for improvement in firm’s products/services. Successfully implemented daily meetings and performance training sessions for iROKOtv Customer Service Agents to improve overall competence and effectiveness of the team Monitoring Offline agent attendance, scheduling shifts, ensuring all agents have all functioning equipment needed to perform. Leading the process of hiring customer service representatives. Administrative and Infrastructure ● ● ● ● Brainstorming how to solidify deliverable for the day/week/month. Liaising with other customer support team-leads to discuss department’s deliverables. Bringing any relevant issues to management’s attention immediately. Designing and organizing work flow process and member’s monthly schedules. IROKO PARTNERS (irokotv.com), ​Lagos Office — ​Content Analyst Team Lead (Movies & Music) May 2013- March 2014 ● ● ● ● ● ● ● Managed a team of 5 people alongside being a team-lead for customer support team. Responsible for assigning and making sure every team member accomplished set daily deliverables. Managed contracts signed by music artists before approving content for online upload. Assigned raw contents to team members for timely upload. Approved tuned content messages and the style of delivery. Managed access permissions to folders and files, usually accomplished by assigning access rights to user groups. Improved content tags to help them surface in searches, related channels and browsed channels to engage current and potential subscribers across YouTube. Monetized contents by imputing all required metadata, mid-rolls that allow profitable avenue for the company. IROKO PARTNERS (irokotv.com), Lagos Office —​ C ​ ustomer Support Hero December 2011- March 2012 ● ● ● ● Delivered support to Customers via Live chat (3000+ Chats), Tickets (2000+ Resolved Tickets),and Skype support channels. Ensured timely escalation of unresolved issues to Engineering Team for quick resolution and customer satisfaction Maintained knowledge on enhancements to Company’s product and services. Stayed abreast of internal changes, updates, and planned deployments. ● ● ● ● Assisting potential Customers create account, educating them on how product works and pacing them through subscription process Upsold and upgraded Customers’ accounts and preventing churn rate by assisting them in renewing their subscription. Reviewed and made changes to customer accounts, maintaining customer records by updating account information. Provided clear and concise information to customers, communicating in a confident manner. IROKO PARTNERS (irokotv.com), ​Lagos Office — ​Syndication Manager/Digital Marketing Analyst June 2011- December 2011 ● ● ● ● Researched possible methods of spreading the contents across other online entertainment organizations. Created and sustained partnership web syndication agreements between the company and 50 online related brands called “Syndication Partners” as strategy for link building to drive exposure of the company's brand/contents. Approved contents for release on Partners sites. Follow up contents on Partner sites to ensure all distributed contents are updates correctly with the company’s logos well inscribed on contents. IROKO PARTNERS (irokotv.com), Lagos Office — C ​ ontent Analyst January 2011- June 2011 ● ● ● ● Uploaded Movie contents on Youtube. Monetized contents to allow profitable avenue for the company. Edited movie files, eliminating infringing parts of the movie before upload. Watched, edited and uploaded interesting short movie clips to improve revenue for the company. Frankstell Nigeria Limited, Lagos — P ​ rocurement Officer September 2009 – January 2011 ● ● Supervised activities and draw up a plan for the purchase of equipment, services and supplies for the company. Proposed and created a database that records day-to-day bookkeeping of commodity bills and Quality control assurance services. EDUCATION Olabisi Onabanjo University, Nigeria ​— ​B.Sc Applied Zoology, 2008​ ​(​2nd Class Upper) VOLUNTEER EXPERIENCE National Reproductive Health and HIV/AIDS Prevention and Care Project — ​Social Worker Successfully liaised with secondary schools in Zamfara State in sensitizing its students. Francis Catholic Church - St Vincent de Paul Charity Organization —​ Member Taking care of the needy in the society through outreach programs