About
Highly analytical and customer-centric professional with 5+ years of experience in telecommunications customer support, specializing in Fixed Broadband. Proven ability to enhance customer satisfaction, drive retention, and optimize service delivery through proactive engagement, advanced CRM utilization, and end-to-end account management. Adept at validating new products, identifying pain points, and implementing initiatives to streamline customer journeys and ensure operational excellence within a multinational environment.
Work
Lagos, Lagos, Nigeria
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Summary
Managed end-to-end customer support and account management for Fixed Broadband services within a leading multinational telecommunications company, focusing on satisfaction, retention, and service optimization.
Highlights
Led initiatives to validate new Fixed Broadband products and system upgrades, collaborating with UAT and product development teams to ensure seamless customer experience and reduce post-launch issues by 15%.
Managed a portfolio of over 500 broadband customer accounts, ensuring comprehensive service delivery and achieving a 90% resolution rate for all service provisioning and sales support inquiries.
Analyzed customer requests and leveraged advanced CRM (Salesforce) and helpdesk software to promptly resolve complex technical and service issues, improving first-contact resolution by 20% and enhancing overall customer satisfaction scores.
Proactively identified and mitigated customer pain points by analyzing support systems (charging, CLM, DCLM) and broadband product performance, preventing potential escalations and improving service reliability across the customer base.
Implemented simplified customer journey initiatives across traditional and digital channels, regularly updating FAQs to reduce inbound query volume by 10% and improve self-service efficiency.
Generated comprehensive business reports on customer support metrics, service performance, and contract compliance, providing actionable insights to management for strategic decision-making and operational improvements.
Languages
English
Yoruba
Skills
Customer Relationship Management
CRM Software, Salesforce, Helpdesk Software, Customer Management Tools, Customer Satisfaction, Customer Retention, Loyalty Programs, Account Management, Issue Resolution, Service Delivery, Customer Journey Optimization.
Telecommunications & Broadband
Fixed Broadband (FBB), Telecommunications Industry, Product Validation, UAT (User Acceptance Testing), Support Systems Analysis, Charging Systems, CLM (Customer Lifecycle Management), DCLM (Digital Customer Lifecycle Management).
Data Analysis & Reporting
Microsoft Excel (Advanced), MS Word, Report Generation, Business Intelligence, Performance Metrics, Data Interpretation.
Operational Excellence
Process Improvement, Proactive Problem Solving, Cross-functional Collaboration, Strategic Planning, Quality Assurance, Contract Review.