Chidinma Benedette Onuorah
Garki
Summary
Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.
Overview
15
15
years of professional experience
Work History
CUSTOMER SERVICE SUPERVISOR
BAOBAB MICROFINANCE BANK
01.2021 - Current
- Managed daily operations, including call queue management, scheduling, and escalation handling, consistently exceeding key performance indicators (KPIs) such as average handle time (AHT) and customer satisfaction (CSAT) scores.
- Collaborated with the Quality Assurance department to identify service gaps and implement corrective actions, improving overall service quality and customer experience.
- Analyzed customer feedback and service data to identify recurring issues, leading to the development of self-service resources that decreased inbound calls by 10%.
- Resolved complex customer escalations, maintaining a 95% customer retention rate for high-value accounts through empathetic engagement and proactive problem-solving.
- Utilized CRM tool such as Zendesk, Jira which focused on de-escalation techniques and product knowledge, resulting in a 15% reduction in customer complaints and a 10% increase in first-call resolution (FCR) within six months.
Customer Service Officer
BAOBAB MICROFINANCE BANK
01.2018 - 01.2021
- Resolved an average of 50+ customer inquiries daily via phone, email, and live chat, consistently maintaining a 90% customer satisfaction (CSAT) rating.
- Expertly de-escalated challenging customer situations, turning potential complaints into positive experiences through empathetic listening and effective problem-solving.
- Provided comprehensive support on product features, billing inquiries, and technical troubleshooting, resulting in a 15% reduction in escalated cases to higher-tier support.
- Identified recurring customer issues and collaborated with the product team to suggest improvements, enhancing the overall customer experience and reducing future support volumes.
- Utilized CRM software (e.g., Zendesk, Jira, T24 ) to meticulously log customer interactions, track issues, and maintain accurate customer records, contributing to better data analysis.
- Collaborated closely with the sales department to facilitate smooth customer onboarding and resolve pre-sales inquiries, improving the conversion rate of warm leads.
- Conducted post-sale follow-ups to ensure customer satisfaction and gather feedback, leading to valuable insights for product development and marketing teams.
Customer Service Representative/ Ticketing Staff
GOD IS GOOD MOTORS (GIGM.com)
01.2017 - 01.2017
- Acted as a primary point of contact for drivers and customers, coordinating real-time ride/delivery requests and providing immediate support for on-the-road issues.
- Managed dispatch systems to efficiently assign and monitor routes, optimizing driver productivity by 15% and ensuring timely service delivery.
- Addressed urgent customer concerns related to vehicle availability, service quality, and fare discrepancies, resolving 98% of issues on the first contact.
- Provided exceptional support to passengers regarding route schedules, ticket bookings, cancellations, and rebooking processes, contributing to a 10% increase in positive passenger feedback.
- Skillfully resolved passenger complaints and travel disruptions (e.g., lost luggage, missed connections, delays) with empathy and efficiency, turning potentially negative experiences into positive resolutions.
- Managed a high volume of inquiries (average 70+ daily) regarding shipment tracking, delivery schedules, and freight status via phone and email, ensuring accurate and timely information.
- Proactively communicated unexpected delays or issues to clients, offering alternative solutions and re-routing options to minimize disruption and maintain client satisfaction.
Teacher 1
NATIONAL YOUTH SERVICE CORPS
05.2015 - 04.2016
- Government Junior Secondary School Army Barracks, Keffi, Nasarawa State.
Industrial Attachment (IT)
PIPELINE AND PRODUCT MARKETING COMPANY (PPMC), NNPC TOWERS, ABUJA.
07.2012 - 12.2012
- Sorting of files.
- Dispatch and entry of mails
- Inventory
- Attend duties assigned by the Supervisor.
Industrial Attachment (IT)
TRANSPORTATION SECRETARIAT, FEDERAL CAPITAL DEVELOPMENT AUTHORITY (FCDA), AREA 11, GARKI, ABUJA.
10.2010 - 12.2010
- Dispatch of memo
- Typing of documents
- Field work (visit to the railway construction site Abuja)
Education
Master Of Business Administration - Human Resources Management
Ahmadu Bello University
ZariaB.Tech - Transport And Logistics Management Technology
Federal University of Technology, Owerri
Owerri, Imo State01.2014
S.S.C.E - undefined
School For The Gifted
Gwagwalada, Abuja01.2007
First School Leaving Cert. - undefined
St. Aloysius Primary School
Garki, Abuja01.2001
Skills
- A very humble, dynamic, team spirited and results oriented individual with an appreciable experience in troubleshooting/ quick thinking solutions to challenges
- Outstanding work ethics with attention to details
- Excellent social skills which aids in developing good and enduring relationships with others
- A smart and fast learner
- Highly organized & dedicated with a positive attitude to work
- Self motivated and able to set effective priorities and handle multiple assignments within tight deadlines
- Good computing skill Proficient use of MS Word, MS Excel, SEO, Zendesk, Jira and T24
- Excellent Communication Skills (Verbal and Written)
References
Available on request
Timeline
CUSTOMER SERVICE SUPERVISOR
BAOBAB MICROFINANCE BANK
01.2021 - Current
Customer Service Officer
BAOBAB MICROFINANCE BANK
01.2018 - 01.2021
Customer Service Representative/ Ticketing Staff
GOD IS GOOD MOTORS (GIGM.com)
01.2017 - 01.2017
Teacher 1
NATIONAL YOUTH SERVICE CORPS
05.2015 - 04.2016
Industrial Attachment (IT)
PIPELINE AND PRODUCT MARKETING COMPANY (PPMC), NNPC TOWERS, ABUJA.
07.2012 - 12.2012
Industrial Attachment (IT)
TRANSPORTATION SECRETARIAT, FEDERAL CAPITAL DEVELOPMENT AUTHORITY (FCDA), AREA 11, GARKI, ABUJA.
10.2010 - 12.2010
B.Tech - Transport And Logistics Management Technology
Federal University of Technology, Owerri
S.S.C.E - undefined
School For The Gifted
First School Leaving Cert. - undefined
St. Aloysius Primary School
Master Of Business Administration - Human Resources Management
Ahmadu Bello University
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