oluwafemistephen71
About Candidate
A customer experience data analyst who can fit into different strategic roles in a dynamic environment. Creative and goal-oriented thinker, a friendly team player with a drive to impact and drive change through data-informed decisions. I thrive in high-pressure and fast-paced situations, striving for positive results by applying my sales and complaint-resolution abilities. Further, I possess expertise in complaint management and acumen for maximizing performance and inspiring colleagues. I possess strong prowess in Excel, SQL, and Python, astute visualization skills using Power BI and articulate presentation skill using PowerPoint.
Location
Education
Agricultural Extension and Rural Development
Work & Experience
MANAGEMENT INFORMATION SYSTEM (CONTACT CENTER OPERATIONS)
• Analyze interaction data using statistical techniques to give an accurate report for efficient contact center management. • Design, compile, populate and maintain a consistent database for historical records and have updated/archived data for reference purposes. Visualize and present these data management sheets on a daily, weekly, monthly, and ad-hoc basis to the head of the department and upper management. • Effective Roistering of staff to ensure the set targets for the various teams are met to deliver optimal productivity and answer Level. This includes the effective monitoring of call trends and performances within productive intervals and ensuring strict adherence and dynamic adjustment to the schedule where/when need be
CUSTOMER SOLUTION PROVIDER
• Engaged customers' interactions through calls, emails, and social media platforms to provide information and resolution to requests or complaints. • Gave recommendations to customers on the services and products of the bank. • Engaged other dispute resolution departments to resolve customers' complaints. • Accurate documentation of various complaints, disputes, and inquiries received through the media channels. • Communicate feedback to customers on engagements increasing customer satisfaction.
