Moses Adetoro Longe

Masters study in International Relations and Politics

Study in Administration

• Monitored and ensured the execution of the Commandant's decisions, contributing to a 98% completion rate of tasks on schedule by closely tracking progress and providing timely updates to relevant stakeholders.
• Coordinated the transmission of orders and directives under the Commandant's general direction, resulting in a 30% improvement in response time and enhancing operational efficiency across multiple teams.
• Advised and provided accurate information to the Commandant, leading to a 15% reduction in decision-making time by presenting concise, well-researched reports on key issues.
• Prepare and deliver comprehensive plans and orders, offering strategic recommendations to improve processes and support the Commandant’s objectives.
• Analyze and disseminate crucial information to stakeholders, ensuring all departments were aligned with operational goals and enhancing communication flow.
• Liaise with relevant organizations, clients, and other Directors to maintain strong professional relationships, ensuring smooth communication on behalf of the Commandant.
• Manage the Commandant’s office and coordinated meetings, appointments, and daily operations while maintaining seamless access control and assisting with any additional tasks as delegated

Quality Assurance Executive - I Listen to live and recorded calls to assess agent performance, evaluate call handling based on predefined quality parameters, provided detailed feedback to agents on areas of improvement, generated and analyzed quality assurance reports and trends, identified recurring issues and recommended solutions, I also worked with management to improve agent performance and efficiency, provided one-on-one coaching sessions to agents, conducted training workshops on call handling, customer service, and compliance, developed training materials and quality standards documentation, ensured adherence to company policies, industry regulations, and customer service protocols. I worked with supervisors and managers to enhance call scripts and service guidelines recommended process improvements to enhance efficiency and customer experience. Furthermore, I analyzed customer feedback and complaints to identify areas needing improvement, worked with teams to implement customer-centric strategies; I ensured the customer interactions align with the organization’s quality standards, worked with IT to ensure call monitoring tools and CRM systems function properly, recommended enhancements to technology for better quality monitoring for the Call Center of Airtel Nigeria.

i. Handling Inbound & Outbound Calls
Answer incoming calls from customers and address their inquiries.
Make outbound calls for follow-ups, surveys, or sales purposes.
Maintain a professional and friendly tone in all interactions.
ii. Customer Support & Issue Resolution
Assist customers in resolving product/service-related issues.
Provide accurate and relevant information to customers.
Escalate complex issues to supervisors or specialized departments.
iii. Data Entry & Documentation
Log customer interactions in the Customer Relationship Management (CRM) system.
Keep detailed records of inquiries, complaints, and resolutions.
Maintain confidentiality and adhere to data protection regulations.
iv. Sales & Retention (If Applicable)
Promote company products and services where necessary.
Upsell or cross-sell additional products to customers.
Handle customer retention by addressing concerns effectively.
v. Adhering to Call Center Protocols
Follow company scripts and guidelines to maintain service quality.
Meet or exceed key performance indicators (KPIs) such as call handling time, customer satisfaction, and resolution rates.
Adhere to company policies and compliance regulations.
vi. Providing Feedback & Process Improvement
Identify recurring customer issues and report them to management.
Suggest improvements in service delivery and call handling techniques.
Participate in training sessions and performance reviews.