Toyin Omuabor 

In the engaging world of Customer Service, I hold a QAI Global certification in Contact Centre Quality Analysis with over 8 years’ experience in all areas of Contact Center Management, ranging from Voice and Non-Voice management. I am currently serving as the Customer Service Manager at Bboxx Nigeria. A passionate customer centric individual, 

Joining the Bboxx family in 2021 was an exciting experience for me as I was faced with the task of setting up the Call Center, a seamless skill I had developed over the years. As an expert in Call Center start-up, I assumed the role with just 2 Call Operators and established KPIs (Key Performance Indicators) to monitor the performance of the Team. Today, the Call Center has grown from a 2-Man Army to a 14-Man Army with 2 Supervisors. The Call Centre has also metamorphosed into a Contact Centre where Voice and Non-Voice customer issues are handled. I played a key role in establishing different departments in the Contact Center by dividing the Team into different LOB (Line of Business) where each Team could focus on its targets and responsibilities.   

It was very seamless aligning with Bboxx Values as my aspiration has always been to deliver a superb customer experience. Hence, one of Bboxx’s values, ‘We are ambitious.,’ is a key driver in my daily task delivery. Although several challenges emerged along my journey, one of such was the tedious task of manually matching payments into customers’ accounts and this became more tedious as the portfolio grew. I played a very crucial role in ensuring that payments were matched immediately they were received from the bank. And this ensured the smooth and seamless use of our products with little or no complaint from customers.  

During Pulse 2.0 Migration in October 2022 which caused a lot of technical issues on our customers’ products and accounts, my resilient prowess in delivering top notch customer experience propelled me to play a pivotal role in devising workarounds to fix these affected customers’ accounts so they do not suffer for our systems upgrade. And this played a pivotal part in our NPS report, Q1 2023 which was 89 despite all the challenges faced in late 2022. I prioritize customers, and I will always go the extra mile in giving them satisfactory experience. 

My journey is impactful with intriguing experiences, especially training the Retail Team on the use of Pulse 2.0 Application. This experience was very intense as I was dealing with a large number of Sales Agents from different parts of the country. 

Bboxx’s work culture sets it clearly apart from other companies as it unites all employees irrespective of our colour, tribe or race. The bond we share as a multicultural organization creates unforgettable memories. Our presence in rural villages and towns where indigenes do not have access to power has renewed the hopes and living standards of these indigenes, especially the provision of clean energy which guarantees a safe atmosphere around them. 

For a new joiner, I would advise you give your absolute best as Bboxx supports employees’ rapid growth and development. To remain successful, employees are expected to be innovative, flexible, dedicated, and hardworking. 

Asides my professional deliverables, I love to write, travel, and watch movies.