Toyibat Ayomide Atanda

Guided Customer Experience Agents, providing clear context and strategic direction to align team efforts with departmental goals and service standards.

Assessed agent performance by monitoring inbound and outbound calls, identifying key areas for improvement in demeanor, technical accuracy, and customer service delivery.

Coached and developed agents through constructive feedback and tailored training programs, enhancing individual performance and addressing knowledge gaps to ensure exceptional service delivery.

Monitored and analyzed key performance metrics, including customer satisfaction, first-call resolution, and net promoter score, utilizing data insights to drive continuous improvement and team excellence.

Provided prompt and courteous customer assistance across diverse communication channels, including phone, email, live chat, and social media platforms.

Resolved complex customer inquiries, complaints, and technical issues related to the Geotopup Cheap Data app, ensuring efficient resolution of airtime, data, and billing concerns.

Managed billing-related inquiries, including payment processing, refund requests, and subscription management, adhering strictly to company policies and procedures.

Collected and documented valuable customer feedback and complaints, relaying insights directly to the development team to inform product enhancements and feature improvements.

Engaged potential and existing customers to provide comprehensive product/service information, effectively addressing inquiries and clarifying details.

Directed qualified prospects to the field sales team, optimizing lead conversion processes and contributing to sales targets.

Managed customer grievances effectively, preserving company reputation and fostering positive customer relationships through timely and empathetic resolution.

Completed mandatory national service, contributing to educational support and community engagement activities at Command Secondary School, Kaduna.