Chinwe Onyenaucheya
Retail Advisor/ Customer Service Specialist
6 Sanni Adele Close Ajao Estate,Lagos
Summary
Service-minded and Customer Experience enthusiast motivated to maintain customer satisfaction with broad scope in several high value frontline retail and wholesale environment. Keen at maintaining high customer satisfaction level. Expertise in customer loyalty, relationship and value management with strong time management and prioritization abilities.
Overview
5
5
years of post-secondary education
10
10
years of professional experience
Work History
Specialist Retail Advisor
9mobile
09.2020 - Current
- Create a professional buying atmosphere and experience for the customer.
- Assess and profile customer needs with aim to proffer the appropriate product or service.
- Perform all direct sales of 9mobile’s products to end users/customers in assigned experience center.
- Report findings on customer related market intelligence (acquired in the course of sales activities) to the Experience Centre Manager for escalation as required.
- Proactively gather current customer data/information and regularly update customer database to ensure reliability and accuracy.
- Log and address customer complaints; escalate appropriate issues and follow-up with relevant personnel to ensure proper resolution.
- Participate in marketing efforts to harness new sales opportunities, promoting the brand inside and outside the store/retail location.
- Assist with cash handling and deposits as governed by operations control standards.
- Receive and process all payments and provide the customer with additional information as required.
- Prepare/compile agreed periodic activity and performance reports for the attention of the Experience Centre.
- Perform any other duties or functions as assigned by the Experience Centre Manager.
High Value Customer Service Analyst
9mobile
10.2014 - 09.2020
- Establish communication medium through which customers reach out to company.
- Liaise with organization’s sales, marketing and advertising units to analyze customer feedback to ensure delivery of effective customer experience.
- Agree with managers on appropriate actions to improve customer experience.
- Review customer feedbacks and experiences where necessary.
- Provide training and direction to another team within customer experience unit.
- Analyses and review service performance to achieve highest level of customer satisfaction.
- Conducts annual review on entire service level management.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Developed team communications and information for meetings.
- Maintained energy and enthusiasm in fast-paced environment.
Analyst Customer Care
9mobile
01.2013 - 09.2014
- Attend to and resolve customer queries promptly and courteously at all times.
- Route customer issues to the relevant units using defined escalation channels.
- Take action on feedback received, and ensure continuous improvement on performance.
- Collate and prepare appropriate daily, weekly and monthly activity and performance reports for the attention of the line manager, Contact Centre Operations.
- Perform any other duties as assigned by the Team Leader, Contact Centre Operations.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Entered customer interaction details using approved software and escalate unresolved issues to the line manager to track requests, document problems and record solutions offered.
Customer Care Executive/Call Center
Wakanow.com Limited
07.2012 - 12.2012
- Assist customers with online flight and hotel reservation.
- Answer calls and respond to customer request professionally.
- Handle and resolve customers complaints provide customers with product and services information.
- Identify and escalate priority issues and refer grievances to designated departments for investigation.
- Resolve product or services problems by clarifying the customer complaints; determining the cause of the problem; selecting and explaining the best solution to the problem.
- Coordinated timely responses to online customer communication and researched complex issues.
JOB DESCRIPTION
Vconnect.com
04.2011 - 06.2012
- I establish communication medium through which customers reach out to the company.
- Liaise with my organization’s sales, marketing and advertising units to analyze customer feedback to ensure delivery of effective customer experience.
- Agree with managers on appropriate actions to improve customer experience.
- Review customer feedbacks and experiences where necessary.
- Provide training and direction to another team within the customer experience unit.
- Analyses and review service performance to achieve highest level of customer satisfaction.
- Conducts annual review on the entire service level management.
- Ensures that appropriate changes are assessed for their impact on customer experience., Identify and generate Sales-Ready Lead.
- Outbound business to business phone marketing.
- Call Companies across Nigeria and talk to professionals about their business needs and initiative.
- Generate prospect for new client and react to inbound customer requests.
- Provide the ultimate in client service by giving potential customers deserved attention.
- Secure new clients by presenting customized solutions.
Education
Post graduate degree - Public Administration
National Open University Of Nigeria
01.2016 - 03.2021
Charted Institute Of Personnel Management - In view Proficiency Certificate in Management (NIM) -
Nigerian Institute Of Management
12.2010 - 12.2010
B.A(Ed) - English
University Of Ibadan
Skills
Leadership
Strategic Planning
Tact and diplomacy
Customer service specialist
Improving Customer Experience
Building Customer Loyalty
Interpersonal Skills
Time Management
Timeline
Specialist Retail Advisor
9mobile
09.2020 - Current
Post graduate degree - Public Administration
National Open University Of Nigeria
01.2016 - 03.2021
High Value Customer Service Analyst
9mobile
10.2014 - 09.2020
Analyst Customer Care
9mobile
01.2013 - 09.2014
Customer Care Executive/Call Center
Wakanow.com Limited
07.2012 - 12.2012
JOB DESCRIPTION
Vconnect.com
04.2011 - 06.2012
Charted Institute Of Personnel Management - In view Proficiency Certificate in Management (NIM) -
Nigerian Institute Of Management
12.2010 - 12.2010
B.A(Ed) - English
University Of Ibadan