ANORUE ONYEKACHI SIXTUS
Customer Service Manager
Lagos
Summary
Dynamic and goal-oriented Customer Service Manager with over 10 years of experience in leadership roles, dedicated to fostering employee success and driving sales performance. Known for a detail-focused approach that ensures teams consistently meet and exceed sales targets. Charismatic salesperson adept at building strong relationships through effective communication and collaboration, committed to delivering best-in-class service that enhances customer satisfaction and loyalty.
Overview
11
11
years of professional experience
2
2
Certifications
Work History
Customer Service Manager (Team Lead)
9mobile Ecare Centre, Ilupeju
Ilupeju, Lagos
01.2022 - 10.2026
- Enhanced customer loyalty by 30% within the first 6 months through targeted engagement strategies.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Boosted team productivity to above 80%, implementing customer service protocols that increased operational efficiency.
- Managed inquiries through CRM optimization, resulting in improved response times and customer satisfaction.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
Customer Service Manager
XtabelBuka And More
Allen, Ikeja
07.2025 - Current
- Reduced customer complaints by 30% through proactive support strategies, enhancing overall customer satisfaction.
- Increased customer retention by 70% monthly by implementing strategic follow-up initiatives, resulting in improved loyalty.
- Achieved a 95% success rate in handling escalated complaints by efficiently engaging the appropriate channels for resolution.
- Improved team efficiency by 80% through effective delegation and process optimization.
- Decreased inter-departmental communication gaps by 60% by introducing departmental chat channels, streamlining collaboration.
- Facilitated client feedback sessions, leading to measurable improvements in Net Promoter Score (NPS).
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
Customer Experience Manager
Firewood Rice Nigeria
Surulere, Lagos
10.2024 - 06.2025
- Led and developed a high-performing customer service team, resulting in a 40% reduction in customer complaints.
- Increased feedback and response time by 70% by actively monitoring agent-customer interactions, enhancing service quality.
- Established and maintained customer service protocols, ensuring consistent quality across all customer touchpoints.
- Collaborated with production, sales, and marketing departments to resolve service issues, improving customer satisfaction rates.
- Executed a successful food festival, leading a team of customer service professionals to enhance brand visibility.
- Trained 5 new team members, improving overall team capability and service delivery.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Championed customer-centric culture within company, leading by example and rewarding exceptional customer service behaviors.
- Managed diverse team of customer service representatives, fostering inclusive environment that valued different perspectives.
Customer Service Executive (Call Center)
Etisalat Nigeria
Lagos, Nigeria
12.2015 - 12.2022
- Managed inquiries from over 80+ clients daily, achieving a 60% improvement in response rates through effective communication strategies.
- Logged customer interactions accurately in the CRM, maintaining a comprehensive support database and ensuring a 98% customer satisfaction rate.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Accurately log customer interactions, inquiries, and resolutions in the CRM system to maintain a comprehensive customer support database.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
B.Eng. -
Federal University of Technology Owerri (FUTO)
01.2010
Skills
Customer relationship management (CRM)
Problem-solving
Call center operations
Conflict Resolution
Process Optimization
Client Retention
Team Training
Time Management
Customer service
Accomplishments
- Collaborated with Business team of in the development of FIREWOOD JOLLOF FESTIVAL 2024
https://www.vanguardngr.com/2024/11/firewood-jollof-festival-berths-in-Lagos/
Certification
Certified Customer Service Management – Customer SuccessU online
Timeline
Customer Service Manager
XtabelBuka And More
07.2025 - Current
Customer Experience Manager
Firewood Rice Nigeria
10.2024 - 06.2025
Customer Service Manager (Team Lead)
9mobile Ecare Centre, Ilupeju
01.2022 - 10.2026
Customer Service Executive (Call Center)
Etisalat Nigeria
12.2015 - 12.2022
B.Eng. -
Federal University of Technology Owerri (FUTO)