AUGUSTINA CHINWE NWANA
CUSTOMER CARE SUPPORT
Lagos
Summary
Augustina is an experienced customer service professional with 10 years plus in the industry. Self-sufficient and reliable, I excel in team environments and thrive on solving customer issues efficiently. Skilled in communication, product knowledge, and handling high-pressure situations.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
Work History
Relationship Manager
Renmoney
06.2023 - Current
- Owned relationship with top 5 clients contributing to 75% of company's annual sales
- Increased the loan disbursed base by 20% quarterly and achieved 125% of the sales target in my first month
- Also assist to ensure optimal customer services and participate in all improvement activities.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Worked with the credit risk team and underwriting departments to facilitate communication and deliver personalized solutions to customers.
Growth Associate/Senior Growth Associate [Team Lead
Lidya Finance
07.2021 - 05.2023
- Manage, supervise and coordinate activities of assigned investment/growth analysts in the investment teams
- Enhancing increase in disbursement volumes by 20% monthly thereby growing my portfolio and responsible for 70% of the total company’s monthly disbursement
- Establish new business relationships and partnerships which has made the monthly new business grow to 10% and also maintain existing business relationships and partnerships
- Constantly maintaining a 95% to 100% client retention rate by attending to and timely resolving clients’ issues and complaints
- Supports the evaluation, authorization, and approval of loans given to customers including the authentication of the documentation presented
- Onboarding and managing all merchants on the company’s web app, and ensuring POS are made available to them.
- Managing & acquiring SME clients and assessment of the credit worthiness of potential customers, with the goal of optimizing the mix of company sales and bad debt losses.
Investment Analyst / Senior Investment Analyst
Lidya
10.2019 - 06.2021
- Managing existing client engagements, appraisal of customer loan applications, and approval or rejection of applications within agreed timelines and loan limits
- Support the Collections team in managing non-performing loans by conducting analysis, and develop and recommend plans to eliminate client debt.
- Continuous reaching out to new and existing clients via cold calling and which in turn, made me attained the record of the highest new business brought into the company till date
- Contribute to daily monitoring of team's investment loan portfolio holdings and work together with team members to achieve team's daily and monthly target
- Engaged with customers to effectively build rapport and lasting relationships while solving challenges by offering relevant products and services.
TELESALES) AGENT
CONTACT CENTER, Union Bank of Nigeria
03.2018 - 09.2019
- To educates and inform prospective customers on bank's products and services through phone calls and other social media platforms
- Initiate sales through phone and maintaining a viable and strong customer relationship
- Gets feedback and by extension resolve customers complain and reach a resolution
- Keep records of calls and sales and also notes useful information for reference purpose
- Prepare a comprehensive daily report on the day's job and then submitted to Team Leads for further review
- Worked closely with other cluster members/agents to prepare a weekly cluster report made available to the Head Contact Centre through the supervision of various Team Leads in the Telemarketing Unit.
Customer Care Officer
Access Bank Plc
05.2012 - 12.2013
- Financial Institution
- Ensure that the branch is 100% compliant with the bank's and Central Bank Of Nigeria's policies when discharging my duties
- Fixing, liquidation and rolling over of fixed deposit and maintain the bank’s customers’ accounts in tonnes of thousands, millions and billions, etc
- Use different e-payment portals to make payments on behalf of the bank’s customers
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Opening various banking accounts and maintaining all customers’ information on the bank database
- Weekly and Monthly reporting to the bank's branch control.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Education
Higher National Diploma - Accounting
Federal Polytechnic Nekede Owerri
Imo, Nigeria 12.2006 - 11.2011
Skills
Reporting
Active Listening
Problem solving
Negotiating
Leadership
Flexibility
Communication
Interpersonal Skill and Communication
Teamwork
Multitasking
Telemarketing expertise
Staff education and training
Complaint resolution
Accomplishments
- Achieved 176% new business brought into the company by the 3rd month of working with the company.
- I have been able to achieve consistent career growth in my 3
years of working with Lidya Finance. Confirmed as a full staff and
gotten 3 promotions within this period. - Disbursed a quarter of a billion in loans for the month of March
2022 and my disbursement grows by a minimum of 20%
monthly. - My team and I have been able to disburse 1 billion naira in loans for
2 different months.
Certification
Project Management, HiiT
Timeline
Care Certificate (Standard 1 to 15), Caredemy
04-2024
Data Analytics and Business Intelligence, Dataleum
03-2024
Relationship Manager
Renmoney
06.2023 - Current
Project Management, HiiT
05-2023
Full Member Chartered Institute of Loan and Risk Management of Nigeria
11-2022
Growth Associate/Senior Growth Associate [Team Lead
Lidya Finance
07.2021 - 05.2023
Investment Analyst / Senior Investment Analyst
Lidya
10.2019 - 06.2021
TELESALES) AGENT
CONTACT CENTER, Union Bank of Nigeria
03.2018 - 09.2019
Customer Care Officer
Access Bank Plc
05.2012 - 12.2013
Higher National Diploma - Accounting
Federal Polytechnic Nekede Owerri
12.2006 - 11.2011