sylvia jonah
Team Lead, Customer Experience & Support
Sylvia Jonah holds a BSc in Statistics and is a confident and energetic client management representative who is passionate about improving client-organization relationship in order to facilitate meeting up organization’s targets. She is a professionally trained customer service personnel with Txtlight power Solutions and she thrives in challenging and fast-paced environment and is able to interact freely with both internal and external customers and resolve issues quickly. With the several skills and experience she has acquired, it helps to increase client retention and improve client management, with implicit diligence and relentless hard work. She served in many capacities which has championed the progress of many organizations; As Customer Experience Manager in Wavelength IPS, where she Organize and coordinate the call center, Provided quality assurance and excellent service delivery to customers through excellent customer service.
Efficient in Measuring measuring staff performance by implementing Key Performance Indicators (KPI) in line with the company’s vision. Implement policies and strategies to drive the business towards achieving it commercial and financial goals. Organizing reports on productivity and service level, conducting recruitment and organizing training for the new and already existing members of staff. Others; Data Analyst, Shift Lead (Line manager), Customer service representative, Clerk.
SKILLS AND EXPERTISE: Excellent communication skills (written & oral), Proficient with Microsoft suite tools, High proficiency with CRM, Salesforce, ERP and basic analytic tools, Managerial/organizational skill, Logical reasoning and critical Analysis, Excellent interpersonal skills, Energetic Customer service specialist with, strong time management skills.
PROFESSIONAL TRAINING AND CERTIFICATION: proficiency certificate in customer service Txtlight power Solutions 2021, Proficiency in leadership management course, power Africa. USAID, Advanced professional certificate in Management information system (MIS ) NIIT