CHINEDU MARCELLINUS IGWE
Idimu,Nigeria
Summary
Customer-focused professional skilled in customer service, CRM, and e-commerce operations. Experienced in live chat, phone, and email support, complaint resolution, and order tracking with tools like Zendesk. Strong team leader capable of cross-functional collaboration in remote environments. Excels in Microsoft Office Suite and Google Workspace, ensuring effective communication and operational efficiency.
Overview
1
1
Language
13
13
years of professional experience
Work history
Driver’s Supervisor / Maintenance Officer
Deporta Logistics Ltd.
Lekki, Nigeria
2023.10 - 2026.08
- Supervised daily transportation operations and coordinated drivers to ensure timely service delivery.
- Monitored drivers' adherence to company policy and safety standards to promote a culture of compliance.
- Achievement: Successfully coordinated fleet operations while maintaining operational readiness and improving communication between drivers, vendors and management.
- Engaged in clear communication with internal teams to address clients' operational issues. with internal teams to resolve clients' operational concerns.
- Prepared operational reports and maintained vehicle documentation for regulatory compliance and operational transparency.
- Managed maintenance schedule for fleet vehicles to ensure optimal performance. and activities to reduce down time.
Loan Collection Officer
Easy Credit Nigeria
Ikeja, Nigeria
2021.11 - 2023.01
- Maintained positive customer relationships while consistently achieving recovery targets.
- Negotiated tailored repayment solutions to enhance customer compliance.
- Resolved customer account disputes, ensuring accurate account management and satisfaction.
- Engaged with customers professionally through phone and email. with customers facing financial challenges.
Deputy Team Lead Customer Service Operation
Jumia Nigeria
Ikeja, Nigeria
2014.08 - 2016.04
- Supported supervision of customer service representatives in high-volume contact centre to maintain service quality.
- Resolved customer complaints and inquiries while maintaining high customer satisfaction and collaborating with cross functional teams to ensure timely issues resolution.
- Monitored team attendance, KPIs, and SLA compliance to ensure optimal performance.
- Assisted in coaching and onboarding new team members to enhance team capabilities.
- Prepared operational reports supporting management decisions.
- Worked closely with warehouse, logistics and vendor teams to resolve fulfilment challenges.
- Assisted customers with order tracking, delivery updates, returns, refunds and account enquiries.
- Maintained accurate customer records using CRM systems.
- Achievements: Played a key role in improving operational efficiency by coordinating customer support, logistics and vendor communication to reduce fulfilment issues and maintain high service standards.
Customer Service Representative
Jumia Nigeria
Ikeja, Nigeria
2013.05 - 2014.08
- Delivered customer support via phone, email, and digital channels, enhancing customer satisfaction.
- Facilitated order tracking, delivery updates, returns, refunds, and account enquiries, ensuring timely resolutions.
- Assisted with order modifications, cancellations in accordance with company policies and service standards.
- Managed an average of 80–100 customer interactions daily as KPI while maintaining service quality standards.
- Upheld customer service standards in fast-paced environment, contributing to positive customer experiences.
- Documented customer interactions using Zendesk.
- Reported operational issues to appropriate departments for resolution.
- Achievement: Earned promotion to Deputy Team Lead through strong customer service performance and operational contribution.
Education
Bachelor of Science (B.Sc.) - Computer Science, Statistics
University Of Nigeria
Nsukka, NigeriaCertificate - Microfinance Banking & Marketing Skills
Robins Beggs Consulting
Lagos / NigeriaSSCE – NECO - undefined
Sasa Community High School
Sasa Lagos, NigeriaSkills
- CRM management
- Zendesk
- Complaint Resolution
- Customer Service Excellence
- Excel proficiency
- Spreadsheet Management
- Microsoft Office
- Google tools
- Outlook proficiency
- Zoom
- Document Creation
- Google Docs
- Team Leadership
- Team Coordination
- Cross-functional teamwork
- Problem Solving
- Communication Skills
- Google Docs
PROFESSIONAL HIGHLIGHTS
- 10+ years in customer-facing roles
- Promoted into leadership at Jumia Nigeria
- Experience supporting logistics operations
- Experience supervising teams
- Experience working with vendors
- Experience handling escalated customer complaints
- Strong communication skills
- Remote work ready
Languages
English
Fluent
Affiliations
- Football, Music, Concerts and Live Performances
Timeline
Driver’s Supervisor / Maintenance Officer
Deporta Logistics Ltd.
2023.10 - 2026.08
Loan Collection Officer
Easy Credit Nigeria
2021.11 - 2023.01
Deputy Team Lead Customer Service Operation
Jumia Nigeria
2014.08 - 2016.04
Customer Service Representative
Jumia Nigeria
2013.05 - 2014.08
SSCE – NECO - undefined
Sasa Community High School
Bachelor of Science (B.Sc.) - Computer Science, Statistics
University Of Nigeria
Certificate - Microfinance Banking & Marketing Skills
Robins Beggs Consulting