Nneamaka Ozia

Experience

1. Teamlead

   Tech Mahindra

   Dec 2012 — Present · ABEOKUTA, NG

   Team Lead - Inbound Call CenterTech Mahindra Nigeria Airtel Telecoms Call centerDec 2012 – July 2016.(Abeokuta, Nigeria)Improved my 20-25 manned team’s quality performance without impacting thevolume of calls handled. This was achieved by listening to their calls, giving practicalfeedback on how that call could have been handled better, daily reminders on areas towork upon and encouragement. The Quality Assurance unit and my Assistant Manager were in sync with this improvement.Service Management:Manage day to day operations of a 20-25 inbound call centre agents.Responsible for their performances and improvement in their KPIs. I identify functional deficiencies and drive improvement methods.People Management: Clearly and energetically communicate customers’ expectations, the key roles each member of the team plays in order to meet and surpass these expectation.Development and motivation of my team members by ensuring goals are shared by each member of my team at the beginning of every quarter. Recognize and reward performing team members, create and drive a healthy, fun work environment.Conflict resolution amongst team members.PERFORMANCE MANAGEMENT: Set Goals, Manage and each team member, providing direction on performance management.Receive regular feedback from my team members.Conduct one on one performance evaluations with my team membersEmployer Engagement & Satisfaction:Improved my 25 manned teams quality performance by 10% without impacting thevolume of calls handled. This was achieved by listening to their calls, giving practicalfeedback on how that call could have been handled better, daily reminders on areas towork upon and encouragement. The Quality Assurance unit reported this improvement and confirmed improvement was sustained all through the year.

Education

• Delta State University (NG)

  Bachelor of Arts (BA), English Language and Literature

• Project Management Institute

  PMP

  2015 — 2015

Skills

• Teamwork
• Team Management
• Parties
• Customer Experience
• Trade Shows
• Contact Centers
• Successfully Guiding Large-Scale Change
• Event Planning
• Organizational Performance Management
• I Also Have Proven Ability to Resolve Challenges.
• Leadership
• Microsoft Office
• Call Centers
• Business Development
• Personality Study and Developement.
• Team Building
• Management
• Call Centre Management.
• Corporate Events
• Capable of Initiating Quality Proactive Ideas, Successfully Guiding Large-Scale
• Negotiation
• Also a Skilled High Level Negotiator and Communicator
• Live Events
• Customer Service
• Project Management
• Service Delivery
• Business Analysis
• Business Strategy
• Coaching.
• Strategic Planning
• Team Leadership
• Change Management
• Performance Management
• Crm
• Targeting and Seizing New Business Opportunities.
• Strategy
• Maximising People Potential as Well as Developing Independent Business Concepts
• Customer Satisfaction
• Training