LINDA IMOBIGHE

· Boosted sales revenue with upselling strategies tailored to individual customers' preferences and requirements

· Enhanced cross-selling opportunities by understanding customer needs and recommending relevant products or services.

· Improved customer satisfaction by addressing and resolving customers' concerns promptly.

· Created activities and engagements to enhance customer experience, knowledge, and patronage.

· Participated in team meetings and training sessions to stay informed about product updates and changes.

· Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.

· Followed up with customers about resolved issues to maintain high standards of customer service

· Streamlined communication between departments for enhanced customer support and faster issue resolution.

• Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
• Reduced wait times for customers through streamlining scheduling and staff allocation.
• Trained new team members on company policies, CRM systems, and best practices to ensure consistent service quality.
• Maintained a safe working environment by enforcing strict safety protocols and guidelines.
• Improved customer satisfaction by implementing efficient service center processes and procedures.

• Supervised the timely and accurate approval, signature, and submission of the sales commission payout to the HR vendor management and HR reward teams.
• Conducted workshops on sales commissions every three months to keep the sales team informed of any significant procedures or changes.
• Ensured that the management team evaluated, approved, and distributed the sales performance matrix to the sales force.
• Performed a monthly, quarterly, or year-to-year sales performance achievement review on set targets against actual sales for corporate and SME sales teams.

• Attended to customer queries via a dedicated mailbox.
• Maintained customer service level of 99% of accurately processing customer payments via Industrial Financial System (IFS) within specified timelines
• Provided immediate value for consumer and corporate customers' payments within a service level agreement (SLA) of 15 minutes.
• Conducted a daily reconciliation report of MTN-designated bank statement against posting on Industrial Financial System (IFS)

• Answered customer telephone calls promptly to avoid on-hold wait times
• Developed highly empathetic customer relationships and earned a reputation for exceeding service standard goals.
• Escalated and routed customer issues to the relevant process operations.
• Followed through on customers' queries, ensuring prompt resolution and feedback.
• Used organization and time management tools to track cases and meet turn-around time and other required metrics.