Ebisidor Thomas Fakrogha
About
Detail
Customer Service Professional
Nigeria
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Résumé
Jobs
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Reconciliation and Recovery SpecialistAccess Bank PLCJun 2021 - May 2022 (1 year)- Team lead, Query Resolution verified_user Verified experienceAccess Bank PLCApr 2019 - May 2022 (3 years 2 months)Effectively managing a team of 11 members in providing excellent customer service. •Follow up on customer's complaint and request to ensure they are resolved and promptly communicate feedback to the customers resulting in customer satisfaction and retention. •Collaborate with audit and investigation unit in handling fraudulent transactions and preemptively monitoring of customer's credit card for the purpose of prevention of fraud. •Engage other financial institutions for recall of suspicious and erroneous transaction as well as prompt identification of fraudulent transactions. •Ensure adherence to policies for attendance, established procedures etc. •Devise ways to optimize procedures and keep the team members motivated in meeting te
- DFCR Officer/Shift lead verified_user Verified experienceDiamond Bank Contact CenterMar 2018 - Mar 2019 (1 year 1 month)Supervised a team of 11 inbound agents during shifts and provided support to ensure all customers issues were addressed. •Took ownership of customers interactions with inbound agents that required intervention from a supervisor on duty. •Achieved a target of 200 cases treated daily. •Ensured that all requests and complaints are treated promptly in line with the bank's service level agreement. •Ensured that all breached cases were resolved and proper feedbacks were provided to the customers concerned via dynamic crm as well as via phone calls. •Trained and mentored new agents. Key Achievement: Received the Award of Excellence, Most Consistent In Service Delivery (As part of the First Contact Resolution Team), Diamond Bank Contact Centr
- DContact Center ExecutiveDiamond Bank Contact Center.Aug 2014 - Feb 2018 (3 years 7 months)Received inbound/outbound calls, mails and live chats and addressed every customer's enquiries, complaint and request. •Advised customers on the products and services that best addressed their lifestyle. •Kept records of all interactions using the Microsoft dynamic CRM. •Increased client base by generating leads and building the interest of the customers in other product and services offered by the bank through cross selling and upselling.
- VCall Center ExecutiveVConnectAug 2013 - Jul 2014 (1 year)Made cold calls to prospective customers to generate leads. •Verifying of business information for existing business owners. •Updating information about businesses on the company's database. •Registering of new businesses on the company's database. •Telemarketing of the company's services to prospective clients. •Attending to customer's enquiries.
Education
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- International PGD in Information Technology ManagementUniversity of LagosJan 2005 - Jan 2011 (6 years 1 month)
- ABachelor of ScienceADRAO International SchoolJan 1997 - Jan 2000 (3 years 1 month)
- SSchool Certificate
Projects (professional or personal)
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- DRecruitment of New EmployeesDiamond BankJan 2016 - Jan 2017 (1 year 1 month)- Successfully mentored and trained 10 inbound agents under my supervision. - Was responsible for training new recruits in the contact Center to put them up to speed in taking inbound calls.
Awards
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- DCertificate Of ExcellenceDiamond BankOct 2018 - Current (7 years 9 months)