Customer service excellence Continuous learning & skill development Digital communication & online engagement Process improvement Team collaboration
ANNE CHINWE OGBA
CUSTOMER SERVICE OFFICER
Umuahia
Summary
Dynamic Customer Service Officer with extensive experience at Ecobank, specializing in complaint resolution and customer relationship management. Proven track record of enhancing customer satisfaction through effective communication and strategic service recommendations, consistently achieving high performance in fast-paced environments. Dedicated administrative professional with six years of expertise in communication, planning, and prioritization skills. Recognized for exceptional leadership abilities and proficiency in drafting reports and business correspondence, while adeptly managing workflow to optimize team strengths and drive operational efficiency.
Overview
9
9
years of professional experience
1
1
Certificate
3
3
Languages
Work History
Executive Secretary
Five Star Digital Media
01.2026 - Current
- Organized and updated schedules for executives.
- Coordinated travel arrangements and bookings for executive staff.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Handled confidential information in professional manner.
- Maintained strict confidentiality in all aspects of personal, financial, and corporate information.
- Coordinated successful meetings and events by meticulously planning agendas, logistics, and materials.
- Improved internal communication by creating informative reports, presentations, and memos for executives and team members.
- Managed over 50 customer calls per day
- Answered high volume of phone calls and email inquiries.
- Optimized time management for executives through skilled coordination of tasks and priorities.
- Demonstrated flexibility adapting quickly when new tasks or responsibilities arose, maintaining a high level of performance under pressure.
- Enhanced executive productivity by efficiently managing schedules and appointments.
- Produced accurate office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity.
- Streamlined office operations for optimal efficiency by implementing effective filing systems and organizational tools.
- Served as a liaison between executives, staff members, clients, and stakeholders to maintain effective communication channels.
- Filed paperwork and organized computer-based information.
- Updated and maintained confidential databases and records.
- Wrote reports, executive summaries and newsletters.
- Promoted team productivity by keeping supplies organized and well-stocked.
Customer Service Officer
Ecobank
08.2019 - 12.2025
- Assisted customers with account inquiries and transaction requests.
- Processed customer complaints and provided effective resolutions.
- Maintained accurate records of customer interactions and transactions.
- Educated clients on banking products and services available at Ecobank.
- Managed over 50 customer calls per day.
- Provided customer service in a courteous and professional manner.
- Answered customer inquiries via telephone, email and face-to-face contact.
- Established trustful relationships with customers through effective communication skills.
- Resolved customer issues in an efficient and timely manner.
- Answered phone with positive attitude and asked questions to better understand customer needs.
- Managed daily operations of the Customer Service Department.
- Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets.
- Educated customers on products and services offered by the company.
- Communicated information to customers about product quality, value and style.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Handled escalated customer complaints and disputes in a professional manner.
- Identified potential opportunities to upsell products or services to customers.
- Performed follow-up calls to ensure customer satisfaction with product and service delivery.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Implemented best practices regarding customer service standards across all channels.
- Developed strategies to improve customer service processes and procedures.
- Provided general administrative support including filing documents, scheduling appointments.
- Collaborated with other departments within the organization on various projects.
- Provided excellent customer service by responding to inquiries in a timely and efficient manner.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted available products and services to customers during service, account management and order calls.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
Scouting Officer
Oyadiran Real Estate and Co
01.2017 - 12.2017
- Negotiated, facilitated, and managed real estate transactions.
- Communicated with clients to understand property needs and preferences.
- Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
- Advised clients on market conditions and property value for informed decision-making.
- Assisted first-time homebuyers in navigating the complex real estate process, guiding them from pre-approval to closing.
- Advertised client properties through websites, social media, and real estate guides.
- Maintained connections with clients to encourage repeat business and referrals.
- Marketed and sold property for clients by hosting open houses and advertising online and in print.
- Presented purchase offers to sellers for consideration.
- Liaised between buyers and sellers to provide positive experiences for both parties.
- Conducted comprehensive market research to provide clients with accurate information on current trends and pricing strategies.
- Hosted successful open houses by preparing properties for viewing and effectively showcasing features to potential buyers.
- Wrote listings detailing and professionally highlighting property features to increase sales chances.
- Streamlined communication between all parties involved in transactions, ensuring smooth closings and satisfied clients.
- Developed and maintained relationships with clients through networking, postcards, and cold calling.
- Improved property listings by collaborating with photographers to capture visually appealing images that accurately represented each property''s unique qualities.
- Conducted comprehensive market analysis to identify opportunities for investors.
- Reviewed market research data and changed sales plans accordingly.
- Utilized advanced technology tools such as virtual tours to showcase properties more effectively, attracting more potential buyers online.
- Negotiated favorable contract terms for clients, resulting in higher satisfaction rates and repeat business.
Site Manager
CHIDIMMA BLOCK COMPANY
09.2016 - 12.2016
- Created weekly and monthly reports and presentations for management team.
- Maintained records and logs of work performed and materials and equipment used.
- Managed subcontractors, ensuring quality workmanship and adherence to project timelines and specifications.
- Oversaw all daily office operations and equipment maintenance.
- Developed strong relationships with clients through consistent communication of project updates and prompt resolution of concerns or issues.
- Implemented cost-saving measures, identifying areas for improvement in material procurement and labor utilization.
- Improved client satisfaction with timely project completion through effective communication and coordination among team members.
- Reduced safety incidents by conducting regular site inspections and enforcing strict adherence to safety protocols.
- Inspected cleanliness of common areas and offices.
- Interviewed, hired, and trained new workers.
- Coordinated site investigations, documented issues, and escalated to executive teams.
- Promoted sustainability practices on-site, reducing waste and minimizing environmental impact.
- Managed site logistics to minimize disruptions and maintain clean and safe work environment.
- Improved team productivity with targeted coaching and performance monitoring.
- Monitored construction sites for compliance with safety regulations and adherence to standards.
Education
HND - Estate Management
Federal Polytechnic Nekede Imo State
Nekede, Imo, Nigeria10.2019
National Diploma ND - Estate Management
Federal Polytechnic Nekede Imo State
Nekede, Imo, Nigeria09.2016
No Degree - Computer Studies
Kolping Society
KOLPING SOCIETY OF NIGERIA ABIA STATE 04.2001 -
High School Diploma -
Saint Theresa's Girls Secondary School
Olokoro, Umuahia, Nigeria 04.2001 -
Skills
Customer relationship management
Complaint resolution
Banking product knowledge
Record keeping
Team collaboration
Effective communication
Account investigation
CRM software
Service recommendations
Complaint handling
Spreadsheet creation
Document preparation
Minute taking
Bookkeeping support
Microsoft office
Data research and compilation
Certification
GOOGLE DIGITAL SKILL FOR AFRICA
Interests
Timeline
Executive Secretary
Five Star Digital Media
01.2026 - Current
GOOGLE DIGITAL SKILL FOR AFRICA
08-2020
Customer Service Officer
Ecobank
08.2019 - 12.2025
Scouting Officer
Oyadiran Real Estate and Co
01.2017 - 12.2017
Site Manager
CHIDIMMA BLOCK COMPANY
09.2016 - 12.2016
No Degree - Computer Studies
Kolping Society
04.2001 -
High School Diploma -
Saint Theresa's Girls Secondary School
04.2001 -
National Diploma ND - Estate Management
Federal Polytechnic Nekede Imo State
HND - Estate Management
Federal Polytechnic Nekede Imo State
Languages
English: First Language
English: C2
Proficient (C2)
Reading Learning digital skills Public speaking Learning new languages Taking online courses
Reading for professional development, learning digital skills, public speaking, language learning, and continuous skill improvement through online courses.