Sami Uloko

Corporate Communications expert with cognate experience in customer relationship management, business administration, people and general management. Possessing valuable supervisory and operations management experience, I seek to do challenging work in a dynamic environment that encourages growth and development.

Period: August 2010 – March 2012

Company: Communication Network Support Service Ltd (CNSSL)

Position: Supervisor, Customer Care Relations (MTN trained), HMIHY Trainer:

Duties & Responsibilities:

• Executed work plans and programs of CNSSL Nigeria Call Centre Operations in adherence to defined/documented policies, procedures and guidelines
• Coordinated and monitored activities of two (2) teams of forty (40) Call Centre agents to ensure compliance with defined service levels within Call Centre
• Ensured uniform Standards for call handling by all agents
• Monitored and maintained statistics on calls and query types to ensure high and competitive service levels for subscribers
• Monitored team performance to ensure efficiency in call handling and customer service delivery
• Acted as a first-level escalation point for issues beyond call agents’ sphere of control. Liaised with relevant unit/ team to ensure timely resolution of customer complaints
• Promptly escalated issues affecting effective and efficient customer service delivery to the Line manager.
• Conducted routine quality monitoring of calls handled by Call centre agents to identify and isolate developmental needs
• Conducted feedback and coaching sessions with all team members
• Represented team at divisional/ departmental meetings as and when required
• Facilitated prompt and complete dissemination of relevant information to team members
• As a trainer assisted in ensuring optimal utilization of designated applications, systems and tools in Call Centre operations, including Siebel CRM
• As VP Knowledge Champion, I updated the team on new/existing products/services to reduce any knowledge gap and also served as a resource person for the team.
• Prepared/ compiled defined periodic activity and performance reports for the attention of the line manager.
• Ensured team bonding and activities to enhance the well-being and performance levels of assigned team.
• Conducted recruits’ orientation on MTN products and services
• Performed other duties as assigned by the line manager

1997 - 2002: University of Nigeria, Nsukka, Enugu State, Nigeria.

B.A., Dramatic Arts, (2.2) 2nd Class Lower