CHIOMA BLESSING IHEKWOABA
Client Service Manager
2, Makeni Street, Wuse Zone 6, Abuja
Summary
Dynamic and results-driven Wealth and Client Service Manager with strong experience in financial advisory, customer relationship management, and data-driven service optimisation. Proven ability to enhance client satisfaction, manage complex portfolios, and translate analytics into actionable business insights. Adept at designing service improvement frameworks, mentoring teams, and fostering long-term client trust. Focused on integrating data analysis and customer engagement strategies to deliver superior client experiences and business growth.
Overview
10
10
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Wealth Manager
Goldenbridge Stockbrokers Company Limited
09.2025 - Current
- Manage a portfolio of high-net-worth clients, providing tailored financial and investment advice to meet their goals.
- Use analytical tools to evaluate asset performance and rebalance portfolios for optimal returns.
- Develop and maintain long-term relationships through proactive communication and prompt issue resolution.
- Conduct regular customer feedback sessions to identify evolving needs and improve service quality.
- Collaborate with research analysts to deliver market insights that inform client investment decisions.
- Maintain a 98% client satisfaction rate by ensuring clear communication and transparency in all dealings.
Client Service Manager
Optiva Capital Partners
12.2024 - 08.2025
- Designed and executed customer service improvement strategies that boosted satisfaction scores by over 75%.
- Analysed customer feedback data and developed targeted initiatives to address service pain points.
- Coordinated with multiple departments to ensure timely response to client inquiries and portfolio issues.
- Trained and supervised service associates to uphold company standards and improve customer interaction.
- Facilitated quarterly client review meetings to discuss performance metrics and explore service enhancements.
- Created and maintained communication logs for client accounts, ensuring accountability and follow-up consistency.
Document Management Specialist / Collation Officer
Optiva Capital Partners
04.2023 - 12.2024
- Provided ongoing client support regarding documentation requirements and submission status.
- Maintained a responsive communication system to keep clients informed throughout processing cycles.
- Conducted due diligence on over 500 client records with zero data discrepancy reports.
- Designed tracking templates that improved service turnaround time and reduced errors.
- Supported the service department by resolving client queries related to document verification and updates.
Relationship Management Executive
Optiva Capital Partners
05.2022 - 04.2023
- Strengthened customer relationships through regular engagement, needs assessments, and problem resolution.
- Worked closely with data and finance teams to personalise service offerings and enhance customer value.
- Increased customer retention by identifying churn risks through data trends and client interviews.
- Ensured seamless onboarding experiences for new clients by coordinating documentation and account setup.
Gas Data Analyst (Contract)
Shell Nigeria
02.2022 - 03.2023
- Partnered with internal teams to ensure prompt communication of data findings relevant to safety and efficiency.
- Supported decision-making with accurate and timely reporting that informed technical and customer-facing teams.
- Created performance dashboards used to evaluate service reliability and responsiveness.
- Improved cross-department coordination through structured reporting and feedback delivery.
Customer Service Supervisor
OPay Nigeria Ltd.
01.2019 - 04.2022
- Managed a 10-member customer support team handling product inquiries, complaints, and escalations.
- Implemented a customer feedback and issue-tracking system that improved satisfaction levels.
- Analysed recurring service issues and developed process improvements to minimise repeat complaints.
- Monitored call quality and client interaction to ensure alignment with service standards.
- Coordinated training for team members on empathy, communication, and retention techniques.
- Improved first-contact resolution rate by 30% and decreased complaint resolution time by 25%.
Community Health Educator
Médecins Sans Frontières (MSF)
01.2017 - 01.2018
- Provided front-line support and education to communities while collecting data on service delivery impact.
- Communicated health insights using clear, empathetic, and culturally sensitive language.
- Fostered community trust and engagement through effective outreach and feedback sessions.
Cashier / Customer Service Officer
Henroll Confirmed Cosmetics & Accessories
01.2016 - 01.2017
- Delivered excellent customer service, ensuring fast, friendly, and accurate transaction handling.
- Supported daily financial reconciliation and maintained organised customer records.
- Identified frequent buyer patterns, leading to improved stocking and customer satisfaction.
Education
B.Tech - Agricultural Extension
Federal University of Technology
01.2013
SSCE - undefined
Community Secondary School
Obelle, Rivers State01.2007
Skills
- Wealth & Portfolio Management
- Client Relationship & Customer Service Excellence
- Data Analysis & Reporting (Excel, Power BI)
- Financial Advisory & Investment Strategy
Client communication
Customer feedback analysis
Global investment strategies
Teamwork
Time management abilities
Problem-solving abilities
Excellent communication
Adaptability and flexibility
Verbal and written communication
Certification
Google Data Analytics Professional Certificate (In Progress)
References
Available on request.
Timeline
Wealth Manager
Goldenbridge Stockbrokers Company Limited
09.2025 - Current
Client Service Manager
Optiva Capital Partners
12.2024 - 08.2025
Document Management Specialist / Collation Officer
Optiva Capital Partners
04.2023 - 12.2024
Relationship Management Executive
Optiva Capital Partners
05.2022 - 04.2023
Gas Data Analyst (Contract)
Shell Nigeria
02.2022 - 03.2023
Customer Service Supervisor
OPay Nigeria Ltd.
01.2019 - 04.2022
Community Health Educator
Médecins Sans Frontières (MSF)
01.2017 - 01.2018
Cashier / Customer Service Officer
Henroll Confirmed Cosmetics & Accessories
01.2016 - 01.2017
SSCE - undefined
Community Secondary School
B.Tech - Agricultural Extension
Federal University of Technology