CHIKASIENU NWANMA
.
54, Lawanson Road, Surulere, Lagos, Nigeria.,LA
Summary
I am a dynamic client service personnel with over 5 years of experience in working with diverse teams to deliver high-quality services in a timely and excellent manner. Proven ability to adapt to changing organizational goal requirements and business environments, demonstrating a versatile skill set that includes enthusiasm to take up new roles and deliver effectively. Recognized for versatility in problem-solving and ability to drive efficiency across all tasks assigned.
Overview
14
14
years of professional experience
16
16
years of post-secondary education
2
2
Certifications
Work History
RECOVERY, CUSTOMER SERVICE OFFICER, ANALYST
Penaid Limited
3 2021 - Current
- Negotiated settlements with debtors that resulted in mutually beneficial arrangements while protecting company interests.
- Maintain detailed records of all collection activities, ensuring accurate reporting and proper case documentation.
- Implement innovative recovery strategies that increase the success rate of collections while maintaining a positive customer experience.
- Maintain a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhance customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Provide constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assist call-in customers with questions and clarifications.
- Onboard new clients into the system.
- Conduct comprehensive system evaluations, identifying areas for improvement and making recommendations for increased effectiveness.
- Provide backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Develop and maintain quality assurance procedure documentation.
- Lead root cause analysis initiatives that resulted in significant reduction in recurring defects.
- Ensure compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
- Enhance customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
- Identified and addressed process bottlenecks, streamlining workflows for faster turnaround times.
- Established and maintained quality control standards.
- Trained and mentored new personnel hired to fulfill various roles.
PRODUCT MANAGER INTERN
Tireda
12.2023 - 05.2024
- Championed data-driven decision-making practices within the organization by analyzing metrics related to user engagement, retention, and conversion rates.
- Collaborated with cross-functional teams to ensure seamless product integration and user experience improvements.
- Managed customer support operations, resolving issues promptly and providing ongoing feedback to the development team for continuous improvement efforts.
- Coordinated beta testing efforts, gathering valuable insights from early adopters to refine product features and functionality.
- Conducted competitive analysis to inform strategic decision-making and positioning in the marketplace.
MANAGER, PERSONAL ASSITANT TO THE CEO
Otovich Design
05.2019 - 02.2021
- Managed daily operations to ensure smooth functioning of the organization, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Assisted with hiring, training and mentoring new staff members.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Assisted in the preparation of presentations and reports, contributing to well-informed decision making.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Contributed to a positive work environment through professional demeanor and strong interpersonal skills.
- Improved time management of the executive through effective prioritization and organization of tasks.
- Inspected incoming and outgoing materials for accuracy and quality.
- Improved product quality by conducting thorough inspections and identifying defects in a timely manner.
ADMINISTRATIVE ASSISTANT; PLACE OF PRIMARY ASSISGNMENT, NYSC
Ojodu Junior High School
04.2019 - 02.2020
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues, teachers and students.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating events such as an employees' birthday celebration.
- Monitored office supplies inventory, ensuring availability of essential items without overstocking.
- Continually sought methods for improving daily operations, communications with new students, recordkeeping, and data entry for accurate record keeping.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Liaised between students, corp members and teachers and maintained effective lines of communication.
CUSTOMER RELATION OFFICER
Outori; Philip Morris International
12.2017 - 12.2018
- Enhanced customer satisfaction by promptly addressing and resolving concerns.
- Developed personalized solutions for customers'' needs, fostering strong relationships and driving brand loyalty.
- Actively listened to customers'' feedback and communicated their needs to the management team, leading to targeted improvements
- Made customers aware of current and new products and offered samples.
- Contributed to a positive work environment by maintaining open lines of communication with colleagues, sharing best practices, and collaborating on initiatives aimed at enhancing team performance.
- Created customer support strategies to increase customer retention.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Promoted business loyalty by fostering positive customer relationships.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
CUSTOMER RELATION OFFICER, COMPERE
EXP Marketing Nigeria; MOBILE TELEPHONE NETWORK
01.2011 - 12.2011
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Delivered prompt service to prioritize customer needs.
- Promptly responded to inquiries and requests from prospective customers.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
Education
Bachelor of Science - Psychology
NNAMDI AZIKIWE UNIVERSITY, AWKA
Anambra, Nigeria 04.2001 - 05.2017
Diploma - Psychology
NNAMDI AZIKIWE UNIVERSITY, AWKA
Anambra, Nigeria09.2014
Senior Secondary School Certificate -
SAINT PAUL'S SECONDARY SCHOOL, KETU
Lagos, Nigeria2010
Skills
Problem Resolution
Computer Proficiency
Microsoft Office Suite
Follow-up skills
Product Knowledge
Quality Control
Active Listening
Data Collection
Customer Support
Complaint Handling
Customer service excellence
Analytical Thinking
Team Collaboration and Leadership
Data Integrity Assurance
Adaptability
Time management abilities
Excellent Communication
Attention to Detail
Quality Improvement
Data-driven decision-making
Market Research Analysis
Versatility
Certification
04/2023, Customer Experience Management
References
Available on request
Timeline
PRODUCT MANAGER INTERN
Tireda
12.2023 - 05.2024
MANAGER, PERSONAL ASSITANT TO THE CEO
Otovich Design
05.2019 - 02.2021
ADMINISTRATIVE ASSISTANT; PLACE OF PRIMARY ASSISGNMENT, NYSC
Ojodu Junior High School
04.2019 - 02.2020
CUSTOMER RELATION OFFICER
Outori; Philip Morris International
12.2017 - 12.2018
CUSTOMER RELATION OFFICER, COMPERE
EXP Marketing Nigeria; MOBILE TELEPHONE NETWORK
01.2011 - 12.2011
Bachelor of Science - Psychology
NNAMDI AZIKIWE UNIVERSITY, AWKA
04.2001 - 05.2017
RECOVERY, CUSTOMER SERVICE OFFICER, ANALYST
Penaid Limited
3 2021 - Current
Diploma - Psychology
NNAMDI AZIKIWE UNIVERSITY, AWKA
Senior Secondary School Certificate -
SAINT PAUL'S SECONDARY SCHOOL, KETU
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