Aries Efe

Create an inspiring team environment with an open communication culture. Monitor the team’s activities to ensure that they are PCIDSS compliant at all times. Set clear team goals, KPIs and develop strategies the team use to reach its goal. Oversee day-to-day teams' operation and performance. Do regular performance evaluation. Create a health and motivating work environment and atmosphere. Develop a well-designed and motivating evaluation program. Monitor team performance (Quality, Log on duration, Adherence, Service Level and Average Handle Time) and report on metrics to ensure that the daily target are met and exceeded. Discover training needs and provide coaching. Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed. Listen to team member’s feedback and resolve any issues or conflicts. Recognize high performance and reward accomplishments. Encourage creativity and risk-taking. Suggest and organize team building activities. E-banking support analyst

Supervised and coordinated ombudsman team and processes. Processed VISA, MASTERCARD, and VERVE complaints across ATM, POS, WEB channels. Raised charge backs using robotics on third-party portals. Monitored and escalated suspicious/fraudulent transactions. Investigated disputed customer claims in compliance with CBN SLA. Managed ROBOTICS/ARN tasks for reversals and disputes. Investigated and reimbursed failed transactions within 24-hour SLA. Computed daily volumes of NIP, Bill payments, and card transactions. Prepared performance reports for management. Investigated excess charges and handled reversals accordingly. Advise on proper escalation procedures. Reviewed reversals for duplication and GL reconciliation.

Call monitoring and auditing Ensure compliance with company’s standard Pay close attention to customer service skills expressed Service recovery where necessary Update agents score on weekly basis Close call monitoring on new agents on probation Look out for industry trend

Identify and access training needs within the contact center Meet with supervisors to ascertain where their agents have knowledge gap Develop, organize, conduct and evaluate training programs Hold meetings and presentations on new learning materials developed Create monitored stimulation and problem solving scenarios Create interactive and multimedia presentations Conduct workshop and lectures