Summary
Overview
Work History
Education
Skills
Timeline
Generic

Folake Ngwu

Lagos

Summary

Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field. Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management and team leadership. Experienced in leading and directing call center operations with more than [Number] employees. Disciplined manager with [Number] years of [Industry] experience. Accomplished in improving customer satisfaction, increasing quality and reducing call times with hands-on leadership of call center employees. Evaluates staff performance against forecasted trends and makes proactive adjustments to policies and procedures.

Overview

6
6
years of professional experience

Work History

Contact Center Manager

ARM Pension Managers
Lagos
07.2016 - Current
  • Developed quality employees within call center to take over leadership positions.
  • Established and oversaw performance targets for call center associates.
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
  • Established relationships and touch points with clients to promote retention.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Effectively managed assigned cases, collecting and documenting details.

Education

Bachelor of Arts - English And Literature

University of Benin
Benin City
2007

Skills

  • Process updates
  • Productivity Standards
  • Employee engagement
  • Performance improvements
  • Quality controls
  • Recruitment
  • Staff training/development
  • Employee reviews
  • Relationship building
  • Employee scheduling
  • Coaching and mentoring
  • Scheduling

Timeline

Contact Center Manager

ARM Pension Managers
07.2016 - Current

Bachelor of Arts - English And Literature

University of Benin
Folake Ngwu