Cornelius Nwachukwu
Customer Success Specialist
Lagos
Summary
Supportive Team Lead with over Five years of experience with different customer service teams. Always determined to achieve excellence and professional distinction by constantly seeking and executing innovative ideas capable of achieving high level of customer advocacy for the organization's product and services. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Versatile professional comfortable working in high-volume, high-stress environment.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Lead, Customer Support
FAIRMONEY MICROFINANCE BANK
Lagos
05.2021 - Current
- Treated escalated customer complaints via emails and calls
- Devised recommendations to streamline and simplify customer support system and improve response time.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored newly hired agents and helped them become comfortable in the role
Customer Care Consultant
ECOBANK REGIONAL CONTACT CENTER
Lagos
04.2019 - 04.2021
- Interacted with high networth (Premier) customers via emails, inbound and outbound calls. Resolved their complaints using every available resources and escalating when necessary to branches, RMs, and other units in line with Ecobank’s policy and SLAs
- Recognized definite service pain points for Premier customers, identifying the root causes and offering possible solutions for resolving the identified issues
- Provided timely, complete and accurate Information to the Team Lead on customer care activities, metrics and trending issues
- Reached out to Premier customers who had declined card transactions and advised them on what they needed to do to make the transaction go through.
Call Centre Agent
ISON BPO, MTN PROCESS, MTN, Ibadan
Ibadan
10.2015 - 12.2018
- Interacted with over 145,000 customers via inbound and outbound calls
- Often served as a mentor (provisional supervisor) to teams whose supervisors are on leave
- Attended to customers’ complaint on calls and escalating when necessary to IT unit and supervisor
- Ensured proper documentation of customer’s interaction with the business by capturing customers’ inquiries, requests and complaints on Customers Lifecycle Management (CLM).
Administrative officer/Brand Consultant
BREAKTHROUGH GLOBAL BRANDS LTD
Lagos
11.2014 - 07.2015
- Supervised company’s projects such as car branding, office branding, signage productions, and large format printings
- Represented the company in business meetings within and outside the office
- Engaged the company’s existing and prospective customers and educated them on the company’s products that will better serve their needs
- Took job orders, supervised productions and made deliveries to customers within and outside Lagos
- Prepared and presented reports of the company’s business activities to the General Manager.
Education
Business Administration and Management
FEDERAL POLYTECHNIC EDE
Osun State 06.2005 - 07.2010
Skills
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Certification
Digital Marketing Online Certification Course, 2020
Additional Information
- 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.
- Award of Recognition of service (2012) Catholic Youth Organisation of Nigeria (C.Y.O.N.), St. Francis Catholic Church, Modakeke, Osun State.
- Merit Award (2010) NABAMS, Federal Polytechnic Ede, for organizing a credible, free and fair departmental election.
- 1st runner up, Volleyball (2009) Rector's Cup, Federal Polytechnic Ede, Osun State.
- Best Youth of the year (2004) St. Francis' Catholic Church, Modakeke, Osun State.
Volunteered Leadership Experience
2011-2012 Corpers Liaison Officer (C.L.O.) Nembe Local Government, Bayelsa State
2012 Enhanced Independent Monitor (E.I.M.) Immunization Plus Days (IPDs), Bayelsa State
2010 Chairman, Electoral Committee, National Association of Business Administration and Management Students, Federal Polytechnic Ede
2009 – 2010 Vice President, Nigeria Federation of Catholic students, (NFCS), Osogbo Diocese
2009 – 2010 President, Nigeria Federation of Catholic Students (NFCS), Federal Polytechnic Ede
2005 - 2008 President, Catholic Youth Organization of Nigeria (CYON), St. Francis' Catholic Church, Modakeke, Osun State.
Timeline
Lead, Customer Support
FAIRMONEY MICROFINANCE BANK
05.2021 - Current
Customer Care Consultant
ECOBANK REGIONAL CONTACT CENTER
04.2019 - 04.2021
Call Centre Agent
ISON BPO, MTN PROCESS, MTN, Ibadan
10.2015 - 12.2018
Administrative officer/Brand Consultant
BREAKTHROUGH GLOBAL BRANDS LTD
11.2014 - 07.2015
Business Administration and Management
FEDERAL POLYTECHNIC EDE
06.2005 - 07.2010
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