CHARITY OTIJOM

• Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
• Enhanced customer satisfaction by resolving issues promptly and professionally.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
• Generate regular reports from the feedback collected from the portfolio of agents assigned to me

• Provide over the phone support to the field agents
• Supporting field Agents to succeed in signing up more farmers
• Responding to field Agents questions and providing problem solving support across the board whether process and system questions, product questions and customer issues
• Trouble shooting field Agents' apps
• De-escalated and resolved Agents complaints with punctual, polite and professional service.

· Speak to tens of customers every day and help them build plans to clear their Apollo loan on time
Meet daily, weekly, monthly and season-long targets for different metrics including Promises to Pay (PTP) booked, PTPs upheld, calls attempted and completed, etc.

· Creatively determine alternative ways to reach evasive farmers

· Demonstrate both compassion and toughness to ensure that customers always take your calls and trust your advice.

· Utilize individual dashboards to motivate yourself, set and accomplish goals, track how you are performing relative to your peers, and identify areas for improvement.

· Use special technological tools to make special plans with customers that will maximize their chance of repayment

· Support the engineering team in continually improving the provided tools by sharing feedback about bugs or areas for technological improvement.