Cornelius Emeka Nwachukwu
Ikeja,Nigeria
Summary
Results-oriented Customer Success Specialist with expertise in decision-making and problem-solving. Experienced in complaint resolution, coaching, and mentoring, with strong IT systems knowledge. Effective in ensuring compliance with service standards and quality assurance while managing teams and resources to enhance client relationships and drive customer satisfaction.
Overview
3
3
Languages
2
2
years of post-secondary education
11
11
years of professional experience
Work history
Team Manager, Customer Support Resolution Team
FAIRMONEY MICROFINANCE BANK
LAGOS
2023.08 - 2026.08
- Designed efficient processes for the customer complaint resolution team that helped reduce the average resolution time from 24 hours to 5 hours by leveraging technology and synchronizing with vendors and third-party partners of the business.
- Established strong working relationships and effective escalation processes with the product and engineering teams leading to improved resolution time for Jira tickets from an average of 10 days to 8 hours.
- Collaborated to create Standard Operating Manual documenting work processes for entire customer support team, enhancing operational consistency.
- Facilitated the building and launching of Retool - a new compliant and secure CRM – which replaced Salesforce, and it is used by the entire client facing teams in the customer support team.
- Managed chargeback processes and led a team handling chargebacks for all card transactions against FairMoney across Interswitch and Paystack platforms.
- Provided insights to management and engineering team that informed strategic business decisions.
- Acted as a liaison between the business and all the credit bureaus for efficient weekly credit data uploads and daily individual credit data corrections on the credit bureau portals.
Team Lead, Customer Support - Email Team
FAIRMONEY MICROFINANCE BANK
LAGOS
2022.10 - 2023.08
- Supervised Email Team, mentoring new hires to facilitate their transition and integration.
- Developed recommendations that streamlined customer support system, improving response time and first contact resolution.
- Assisted in revamping the customer support processes and reporting system that brought about the reduction of the daily number of tickets received in the email team from over 5,000 tickets daily to 1,600 tickets daily.
- Fostered open, professional relationships with team members, enhancing morale and job satisfaction.
Quality and Training Specialist
FAIRMONEY MICROFINANCE BANK
LAGOS
2021.05 - 2022.10
- Improved processes by creating and implementing Standard Operating Manuals (SOMs) and training materials to standardise operations.
- Evaluated effectiveness of existing SOM and learning interventions, providing insights for continuous improvement.
- Identified and analysed performance gaps in Customer Experience team, implementing targeted solutions to enhance service delivery.
- Evaluated 40 customer service agents per day and determined appropriate error reduction interventions.
- Provided on-the-job training for existing customer support agents and onboarding training for new agents.
Premier Customer Care Consultant
ECOBANK REGIONAL CONTACT CENTER
LAGOS
2019.04 - 2021.04
- Interacted with high value (Premier) customers via emails, inbound and outbound calls. Resolved their complaints using every resource and escalated issues to branches, relationship managers, and other units when required.
- Advised Premier customers on necessary actions to complete declined card transactions, ensuring resolution and enhancing customer satisfaction.
- Identified service pain points for Premier customers, determining root causes and proposing solutions to resolve issues.
- Delivered timely, complete, and accurate information to Team Lead on customer care activities and trending issues.
Call Centre Agent
ISON BPO, MTN PROCESS
IBADAN
2015.10 - 2018.12
- Engaged with 145,000+ customers through inbound and outbound calls, ensuring high levels of customer satisfaction.
- Resolved customer complaints during calls, escalating complex issues to IT and supervisors for timely resolutions.
- Performed proper documentation of customers interaction with business by capturing customers' inquiries, requests, and complaints on Customers Lifecycle Management (CLM).
- Mentored team members during supervisor absence, contributing to overall team performance and cohesion.
Education
Higher National Diploma - Business Administration and Management
FEDERAL POLYTECHNIC EDE
OSUN STATENational Diploma - Business Administration
Federal Polytechnic Ede,
Osun State 2007.04 - 2009.03
Skills
- IT systems knowledge
- Process optimisation
- Quality assurance
- Service standard compliance
- Complaint resolution
- Customer support
- Decision making precision
- Creative problem solving
- Organisational management
- Strategic Planning
- Coaching expertise
- Conflict Resolution
Languages
Yoruba: Excellent
Igbo: Excellent
English: Very Good
Hobbies
Stage Acting, Reading, Travelling
Awards
Quality Champion Award (2016) for Quality Customer Service delivery at ISON BPO Ibadan, MTN Process., Distinguished Corps Member (2012) National Youth Service Corps, Bayelsa State., Best Youth of the Year (2004) St. Francis' Catholic Church, Modakeke, Osun State.
Volunteered Leadership Experience
- Corpers Liaison Officer (C.L.O.) Nembe Local Government, Bayelsa State (2011-2012)
- Enhanced Independent Monitor (E.I.M.) Immunization Plus Days (IPDs), Bayelsa State (2012)
- Chairman, Electoral Committee, National Association of Business Administration and Management Students, Federal Polytechnic Ede (2010)
- Vice President, Nigeria Federation of Catholic students, (NFCS), Osogbo Diocese (2009 – 2010)
- President, Nigeria Federation of Catholic Students (NFCS), Federal Polytechnic Ede (2009 – 2010)
- President, Catholic Youth Organization of Nigeria (CYON), St. Francis' Catholic Church, Modakeke, Osun State. (2005 – 2008)
Timeline
Team Manager, Customer Support Resolution Team
FAIRMONEY MICROFINANCE BANK
2023.08 - 2026.08
Team Lead, Customer Support - Email Team
FAIRMONEY MICROFINANCE BANK
2022.10 - 2023.08
Quality and Training Specialist
FAIRMONEY MICROFINANCE BANK
2021.05 - 2022.10
Premier Customer Care Consultant
ECOBANK REGIONAL CONTACT CENTER
2019.04 - 2021.04
Call Centre Agent
ISON BPO, MTN PROCESS
2015.10 - 2018.12
National Diploma - Business Administration
Federal Polytechnic Ede,
2007.04 - 2009.03
Higher National Diploma - Business Administration and Management
FEDERAL POLYTECHNIC EDE