Amarachi Mgbanwa
Customer Service Specialist
Lagos
Summary
Dedicated Customer Service Specialist with nearly 3 years of experience in high-volume support and team leadership. Expert in Conflict De-escalation and Root Cause Analysis, utilizing industry best practices to deliver exceptional service and drive positive brand sentiment. Leverages a background in Digital Marketing to craft engaging customer communications that align with business growth goals. Committed to operational excellence and providing unmatched support to ensure total customer satisfaction.
Overview
4
4
years of professional experience
Work History
Business Manager
Mwanga Africa
Lagos
06.2025 - 08.2025
- Revenue Strategy: Developed and implemented business strategies that resulted in a 30% increase in sales during a strategic discount launch in June 2025.
- Fiscal Oversight: Managed day-to-day operations, budget allocation, and expense management to ensure fiscal responsibility.
- Cross-functional Collaboration: Coordinated effectively across various internal teams to ensure the resolution of complex cross-departmental customer issues.
Customer Service Manager
Mwanga Africa
Lagos
10.2024 - 06.2025
- Team Leadership: Spearheaded the comprehensive training and onboarding process for all new customer service recruits to ensure rapid integration and adherence to company standards.
- Operational Oversight: Directed and oversaw the day-to-day operations and activities of individual customer service team members, ensuring high productivity and quality service delivery.
- Brand Voice Management: Monitored and managed social media presence, reviewing team responses to maintain brand voice and customer satisfaction standards.
- Performance Analytics: Collated and submitted detailed weekly reports and progress updates to the CEO, providing clear data on team performance and project assignments.
- Task Accountability: Assigned and tracked tasks for the Customer Service team, ensuring 100% completion within established deadlines.
Customer Service Representative
Mwanga Africa
Lagos
12.2022 - 08.2024
- Conflict Resolution: Handled customer complaints by providing appropriate solutions regarding product usage, durability, and delivery timelines.
- Sales Conversion: Attended to online and walk-in customers to secure and process sales by providing expert product information.
- Strategic Improvement: Developed and implemented strategies to improve customer satisfaction, contributing to an increase in positive customer feedback.
- Logistics Management: Handled logistics services, tracked product delivery, and maintained accurate inventory and pricing updates.
- Promoted
Administrative Assistant
Abia State University
Uturu, Abia
01.2022 - 10.2022
- Documentation: Used Microsoft Office Suite to create and revise documents and presentations while maintaining strict confidentiality.
- Process Design: Designed and streamlined departmental forms to facilitate easier data entry and retrieval.
- Quality Control: Proofread and edited correspondence to ensure professional standards and correct grammatical errors.
Education
Bachelor of Science - Sociology & Anthropology
Federal University Otuoke
Skills
Software: HubSpot CRM, Google Workspace, Microsoft Office Suite, Canva, CapCut
Marketing: Digital Marketing, Social Media Strategy, Content Creation
Advanced Soft Skills: Root Cause Analysis, Conflict De-escalation, Empathy, Problem Solving, Time Management, Customer service, Active listening, Product knowledge
Timeline
Business Manager
Mwanga Africa
06.2025 - 08.2025
Customer Service Manager
Mwanga Africa
10.2024 - 06.2025
Customer Service Representative
Mwanga Africa
12.2022 - 08.2024
Administrative Assistant
Abia State University
01.2022 - 10.2022
Bachelor of Science - Sociology & Anthropology
Federal University Otuoke
Core Competencies
- Customer Excellence: Conflict De-escalation, Emotional Intelligence (EQ), Omnichannel Support, Product Advocacy.
- Operational Leadership: Team Mentorship, Training & Onboarding, Process Optimization, Resource Allocation.
- Strategic Growth: Revenue Generation, Data-Driven Reporting, Cross-Functional Collaboration, Market Penetration.