Dennis E. Anakpa

Customer Service Analyst @Aurora Telecom Ltd

Chester, GB

I serve as a Subject Matter Expert for a designated product(s) within the team when required- I support management with any projects / process improvement initiatives- I take accountability to create and fix a backlog of customer experience improvements based on supplied complaints data from the Complaints Dashboard App and BI dashboards- I establish the root cause of customer experience statements that are driving customer contact or complaints- I assist in developing and documenting processes and processing subscription renewals- I analyse customer feedback from various channels (surveys, customer satisfaction surveys, direct interactions) to identify common issues and areas for improvement- I collect, analyse, and interpret customer service data to identify trends, patterns, and insights- I Perform root cause analysis on customer complaints and service failures- I develop strategies to address and resolve customer pain points- I serve as an expert in handling the verification document, this is by ensuring that captured supporters electronic details are promptly and accurately verified and/or updated to reflect case progress and outcome before validating into the database- Client Rep; this involves receiving and making daily outbound calls to potential new customers- Also, representing the company and it vast clients to either promote their available services across the utilities & telco sectors or raise awareness of it charity clients’ causes- Handling sensitive and personal information in accordance with the Data Protection Act- Monitor and responding to the queries both internally, externally and from applicants regarding status of a submitted application.