Ugochukwu Ndionyenmah, Data Analyst | Quality Analyst | Expert Customer Service Rep/Sales Representative | Call Center Agent

About

I am a Data Analyst with a 4+ years of professional experience as a Customer Service Rep (Call Center) in the BPO Industry. My passion and discipline has helped me continue to strive towards achieving my set goals, and also Client's satisfaction in increasing sales and revenue through improved performance. Hiring me means hiring a dedicated professional who is independent, a fast learner, and time conscious. I am a team player who works well with little or no supervision. I am fluent in English and posses a great communication skill. You will do well in hiring one whose work ethic is aimed towards Client's satisfaction. My skills include but not limited to: 1. Making outbound and inbound calls 2. Data entry 3. Customer service/Cold calling

Experience

Outsource Global Technologies

Apr 2022 – Present

Abuja

Data Analyst

Supporting the data analyst in identifying and revising reporting requirements. Partner with the data analyst and software development business analyst team to identify the appropriate date sources and analysis methodology. Analyze user behavior data and funnel metrics, generating recommendations for the product and feature improvements. Generating reports from single or multiple systems. Supports the development of standard data analysis, reports, and dashboards. Supporting initiatives for data integrity and normalization. Processing confidential data and information according to regulatory guidelines. Other duties as assigned

Outsource Global Technologies (Citizens Disability)

Dec 2020 – Mar 2022

Abuja

Quality Analyst

Identify individual and team skills opportunities. Schedule regular training sessions (e.g. monthly or quarterly). Developed and implemented Quality Assurance best practices as well as robust performance measurement model which will provide a basis for performance monitoring, appraisal and management. Monitored and evaluated agents daily performance including inbound and outbound calls, email, live-chat, and voice mail, real time and historical. Coached and trained Call Centre agents on the Call Centre Key Performance Indicator (KPI) Customer Relations Management, telephone etiquette. Identified skill gaps among agents and ensured appropriate coaching and training programs are in place to meet skill requirement for optimum Contact Centre operation. Regularly analyzed Contact Centre performance statistics to ensure that it is in line with predetermine Key Performance Indicator(KPI). Managed Contact Centre performance scorecard, ensuring appropriate rewards and incentive are provided for top performer identify through the Contact Centre performance scorecard.

Outsource Global Technologies (Citizens Disability)

Jul 2019 – Dec 2020

Abuja

Call Center Agent/Sales Representative

Assisted disabled American citizens who are entitled to get social security disability benefits by providing the necessary information needed before they can qualify for disability benefits from the social security administration. Make out-bound calls/receive inbound calls and respond to customer's emails where applicable. Manage research, identify, and resolve customer complaints using available resource. Identify and escalate issues to supervisor/team-lead. Provide product and service information to customers. Update existing customer information. Document all call information according to standard operating procedures. Recognize, document and alert the management team of trends in customer calls. Complete call logs and reports. Puts potential clients through a series of easy "yes" or "no" questions to determine ifthey can qualify for certain government disability benefits to which they may be entitled to. Calling claimants who fall within a certain age bracket and informing them about the services the team has to offer. Explain questions to claimants to find out if they have the necessary requirements to qualify. Forward claimants who answer questions correctly to a disability specialist who will verify the pre-qualification questions and proceed with their evaluation. Other duties as assigned

Outsource Global Technologies

May 2019 – Jul 2019

Abuja

Sales Representative

Discussed with decision makers of European based companies and convinced them to agree on a partnership with Outsource Global as the African top explorer of services. Pitching Clients' products to prospective customers. Handling Customer requests/inquiries. Managing Client-Customer correspondence

Education

Nnamdi Azikiwe University

May 2013 – Aug 2016

BSc, Business Administration

Nnamdi Azikiwe University

Oct 2011 – Mar 2013

Diploma, Business Administration

Ugochukwu Ndionyenmah

Data Analyst | Quality Analyst | Expert Customer Service Rep/Sales Representative | Call Center Agent

Skills

Languages