CHIAMAKA ELIZABETH OGBUJI
Owerri, IMO state
Summary
Dedicated and Detail-oriented Customer Service Executive and Call Center Agent with over 4 years of experience in offering exceptional customer service and effective complaints resolution to ensure premium client satisfaction. Proven ability to work with and lead teams with effective interpersonal communication skills to achieve outstanding results and promote business growth. Also trained, highly skilled and experienced in Hospitality services and Front Desk Operations.
Overview
9
9
years of professional experience
2016
2016
years of post-secondary education
1
1
Certification
Work History
CALL CENTRE AGENT & SUPERVISOR
NIGERIAN COMMUNICATIONS COMMISSION (NCC)
Owerri
03.2023 - 03.2026
- Responded to over 500 calls daily, including emergency and non-emergency related calls.
- Liased with other emergency response agencies (ie. Fire Service, Hospitals, Road safety, Police, NEMA agency, other government parastatals) to rescue people from emergency situations.
- Kept transparent record and weekly reports of calls and emergency responses for documentation purposes.
- Supervised team operations to ensure compliance with the organization's regulatory standards.
- Participated in outdoor sensitization programs and broadcast sensitization on radio and Television to spread awareness and educate people about the 112 Nigerian emergency toll-free line and how to use it in cases of emergency.
CUSTOMER SERVICE REPRESENTATIVE & HUMAN RESOURCE MANAGER
MELAN HUMAN RESOURCE CONSULTS
Owerri
09.2021 - 05.2023
- Made and received over 100 calls daily to give detailed information to clients and answer inquiries about our services in order to meet their organization’s needs.
- Provided feedback on customer trends to improve service quality.
- Managed customer accounts and updated transparent online and offline records in the database.
- Received positive feedback and handled escalated complaints to ensure timely resolutions for clients.
- Handled recruitment of over 1000 staffs and assessed performance of all outsourced staffs to our clients to ensure their satisfaction.
- Developed intensive customer service and Hospitality services training materials for our staffs and assessed their skills and qualifications before outsourcing them to clients.
FRONT DESK RECEPTIONIST & CUSTOMER SERVICE REP
GOLDEN TULIP GRAND PALAZZO HOTEL & SUITES
Owerri
06.2020 - 09.2021
- Greeted and checked-in over 100 guests daily with a cheerful professional demeanor upon arrival.
- Handled guest complaints and ensured timely resolutions.
- Coordinated room bookings and maintained accurate online and offline reservation records consistently.
- Managed phone calls and inquiries and directed calls to appropriate departments efficiently.
- Performed strategic advertising and marketing to promote our hospitality brand and enhance sales through social media.
- Partnered with other companies to increase patronage and brand loyalty.
- Received training in excellent customer service and marketing.
CALL CENTRE AGENT
PEOPLES' DEMOCRATIC PARTY (PDP) CALL CENTRE
Awka
08.2017 - 05.2019
- Received training on communication skills and professional telephone etiquettes.
- Made over 400 calls daily to voters to sensitize and convince them to vote for PDP’s candidate during the campaign period.
- Participated in team meetings to share insights and strategies to improve operational processes.
- Responded to over 200 calls daily from the public seeking information or making enquiries.
- Kept proper documentation and weekly reports of successful calls made and the feedback from callers.
- Prepared speech and advertising materials for campaign rallies and sensitization exercises.
- Trained new staff on call centre procedures and customer service standards.
FRONT DESK RECEPTIONIST
FINOTEL HOTEL & SUITES
Awka
01.2018 - 12.2018
- Checked-in and checked-out over 50 guests, and greeting them warmly and professionally.
- Assisted with billing inquiries and payment processing and kept daily transparent records.
- Managed online and offline reservations using hotel management software.
- Collaborated with housekeeping and other departments to ensure room readiness and guest satisfaction.
- Handled guest inquiries and resolved guest complaints promptly and efficiently.
Education
B.Sc - Mass Communication
Nnamdi Azikiwe University
Awka, Nigeria 03.2015 - 09.2018
National Diploma (OND) - Mass Communication
Nnamdi Azikiwe University
Awka, Nigeria 06.2013 - 01.2015
West African Examination Council (WAEC) -
St. Maria Goretti Catholic Secondary School
Umulogho, Imo State , Nigeria 09.2007 - 01.2012
First School Leaving Certificate (FSLC) -
Philips Memorial Nursery and Primary School
Port Harcourt, RiversSkills
- Excellent Written and Verbal Communication skill
- Effective Complaints Resolution skill
- Documentation and Presentation skill
- Customer service Management
- Leadership and Team Supervision
- Onboarding and Training Development
- Administrative and Organization skill
- Interpersonal relationship and networking skill
- Social Media Management and Content Creation
- Emergency response coordination
- Front Office operations
Certification
- 2022, Jobberman Soft Skills Online Training Certificate of Achievement
- 2021, Employability and Soft skills, Office Administration, Human Resource Management, Customer Service, Effective Marketing and Advertising, Melan Consults Human Resource Firm, Owerri, Imo
- 2018, National Youth Service Corps (NYSC)
Accomplishments
- Worked as a trainee and volunteer staff for my university's radio station, Unizik 94.1FM from 2016 to 2018.
- Was a news writer and editor, and later the Deputy Chief Editor for my university's newspaper and magazine, Unizik Comet in 2018. Received Award of Excellence for my outstanding performance in my position.
References
Readily Available upon request.
Core Hobbies
- Reading
- Cooking
- Journaling
- Singing
- Research
- Playing Scrabble
Languages
English
First Language
Spanish
Intermediate
B1
German
Elementary
A2
Timeline
CALL CENTRE AGENT & SUPERVISOR
NIGERIAN COMMUNICATIONS COMMISSION (NCC)
03.2023 - 03.2026
CUSTOMER SERVICE REPRESENTATIVE & HUMAN RESOURCE MANAGER
MELAN HUMAN RESOURCE CONSULTS
09.2021 - 05.2023
FRONT DESK RECEPTIONIST & CUSTOMER SERVICE REP
GOLDEN TULIP GRAND PALAZZO HOTEL & SUITES
06.2020 - 09.2021
FRONT DESK RECEPTIONIST
FINOTEL HOTEL & SUITES
01.2018 - 12.2018
CALL CENTRE AGENT
PEOPLES' DEMOCRATIC PARTY (PDP) CALL CENTRE
08.2017 - 05.2019
B.Sc - Mass Communication
Nnamdi Azikiwe University
03.2015 - 09.2018
National Diploma (OND) - Mass Communication
Nnamdi Azikiwe University
06.2013 - 01.2015
West African Examination Council (WAEC) -
St. Maria Goretti Catholic Secondary School
09.2007 - 01.2012
First School Leaving Certificate (FSLC) -
Philips Memorial Nursery and Primary School