Ephraim Onyemuwa
Lagos
Summary
Driven Customer Support Team Leader with focus on team development and customer satisfaction. Improved response times and boosted customer retention through strategic training and process enhancements. Known for creating supportive environments that empower team members to excel in high-pressure settings.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work history
Customer Support
Pay4Me Inc
Remote
06.2023 - Current
- Spearheaded the standard operating procedure for customer support, enhancing service delivery.
- Collaborated with cross-functional units to improve support processes and procedures.
- Spearheaded training sessions for new team members on customer support best practices.
- Provided customer support via calls, email and remote applications for better customer experience delivery.
- Contributed to the development of an interactive FAQ section, leading to improved customer support services.
- Increased customer retention through tactical customer support to achieve KPIs.
- Spearheaded customer experience by engaging customers politely in a professional manner via mails, chats and calls.
- Spearheaded a survey that provided feedback from customers who have not used our platform within 6 months that increased revenue with 55%
- Assisted in troubleshooting technical issues to enhance user experience.
- Convert over 50% leads generated from emails to actual sales thereby increasing profit margin.
- Documented interactions in customer relationship management systems for future reference.
Relationship manager
Oxford Zeal , Lagos
Lagos, Nigeria
09.2020 - 05.2023
- Develop relationships with customers to expand customer base and enhance loyalty.
- Onboarding and training new/existing colleagues on products and customer engagement to increase sales.
- Increased customer base by 50% through engaging existing customers as referals to their friends and families to build relationship and close sales.
- Coordinated resolution of client issues by collaborating with internal teams to ensure satisfaction.
- Managed client portfolios effectively by assessing needs and proposing appropriate solutions.
- Mentored junior team members by sharing insights on best practices and relationship management techniques.
- Developed and implemented a comprehensive customer service strategy that improved customer feedback ratings by 65%
- Travelled to meet clients across various regions establishing productive partnerships.
- Achieved high customer satisfaction with regular follow-ups and updates.
- Drove sales initiatives that resulted in increased market share.
- Analysed client feedback to refine service offerings and improve overall customer experience.
E-Product Customer Support
Union Bank Of Nigeria
Lagos, Nigeria
06.2018 - 09.2020
- Collaborated with product development teams to align features with customer needs, increasing satisfaction by 80%.
- Assisted in training new staff on e-product features and customer service protocols.
- Provided expert guidance to customers regarding e-product inquiries and troubleshooting issues.
- Identified and reported suspicious transactions on mobile application, preventing fraudulent activities.
- Liaised with cross-functional teams to resolve complex customer concerns efficiently.
- Trained and supervised a team of Customer Support agents and decreased handling time by 20%
Customer service agent
Union Bank Of Nigeria
Lagos, Nigeria
06.2016 - 05.2018
- Assisted customers in resolving inquiries and concerns through effective communication techniques.
- Followed-up escalated complaint that exceeded turn around time and resolved them which resulted to increase in customer retention rate.
- Handling dissatisfied customers in a polite and professional way to enhance customer experience.
- Ensured empathy, understanding and professionalism is demonstrated when dealing with difJcult customers, resulting to huge decrease in complaints.
- Resolved customer complaints within turn around time and effectively resulting in reduction in customer attrition rate.
- Delivered exceptional service by actively listening to customer needs and providing tailored solutions.
Business development Personnel
Global Vision Consult Ltd
Lagos, Nigeria
12.2013 - 01.2016
- Established strategic partnerships to drive business growth and enhance market presence.
- Collaborated with marketing and business development teams to identify new sales opportunities.
- Negotiated with distributors, achieving an 80% increase in sales for new and existing products.
- Increased sales through multiple channels while ensuring 70% debt repayment from distributors.
Education
Diploma of Higher Education - Accounts
Federal Polytechnic Bauchi
Nigeria 11.2009 - 11.2011
Accounts and Audits
Federal Polytechnic Bauchi
Nigeria 11.2004 - 11.2006
Skills
- Leadership skills
- Multitasking ability
- Effective communication
- Time management
- Quick learner
- Team collaboration
- Critical thinking
- Customer support strategies
- Technical support expertise
Accomplishments
Won awards as the best customer experience staff in Union bank while gathering experience on different desk and leading a team.
Timeline
Customer Support
Pay4Me Inc
06.2023 - Current
Relationship manager
Oxford Zeal , Lagos
09.2020 - 05.2023
E-Product Customer Support
Union Bank Of Nigeria
06.2018 - 09.2020
Customer service agent
Union Bank Of Nigeria
06.2016 - 05.2018
Business development Personnel
Global Vision Consult Ltd
12.2013 - 01.2016
Diploma of Higher Education - Accounts
Federal Polytechnic Bauchi
11.2009 - 11.2011
Accounts and Audits
Federal Polytechnic Bauchi
11.2004 - 11.2006