GLADYS O. UGWOERUCHUKWU
Summary
Dynamic manager with a proven track record at Heartland Empire, enhancing operational efficiency and driving strategic initiatives. Skilled in relationship management and proficient in Microsoft Office, I excel in team leadership and customer satisfaction, achieving an 80% conversion rate of potential clients into loyal customers.
Overview
15
15
years of professional experience
Work History
MANAGER
HEARTLAND EMPIRE
Lagos, Nigeria
01.2025 - Current
- Managed cross-functional teams to enhance operational efficiency and collaboration.
- Directed strategic planning initiatives to align with company goals.
- Oversaw daily operations to ensure alignment with company goals.
- Managed team schedules to optimize workflow and resource allocation.
CUSTOMER SERVICE REPRESENTATIVE
DIAMOND BANK PLC
Victoria Island
09.2013 - 01.2020
- Maintain customer records by updating account information
- Preparing product or service reports by collecting and analyzing customer information
- Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem
- Monitoring and ensuring the branch meets the service indicators
- Ensuring customers are well satisfied with every part of the flooring experience, from the initial greeting through service completion
- Converted 80% of potential customers to loyal clients by answering product and service questions; suggesting information about the bank's services and benefits for each.
- High customer query resolution rate with no record of an unsatisfied customer.
CUSTOMER SERVICE REPRESENTATIVE
CUSTOMER CONTACT SOLUTIONS LTD (NCC/AIRTEL CALL CENTER)
02.2012 - 09.2013
- Received inbound and outbound calls; handled customer complaints and feedback
- Forwarded customer complaints to respective service providers
- Performed multifaceted general office support and administering daily office duties
- Collated and maintained an electronic filing system that captured inbound calls; hence eliminating excess papers and the chances of exposing sensitive data to unauthorized persons.
SOCIAL STUDIES AND COMMERCE TEACHER
GOVERNMENT JUNIOR SECONDARY SCHOOL
Niger State
11.2012 - 04.2013
- Kept records of student activities in accordance with the school regulations
- Taught the subject, graded tests, and conducted progress reports on the students
- Made administrative decisions in staff meetings; prepared materials for presentations
- Performed other related duties as assigned
MARKETING EXECUTIVE
CCEWA TECHNOLOGY COMPANY
06.2010 - 11.2012
- Kept contacts with target audiences and managed customer relationships
- Liaised and networked with a range of stakeholders and customers
- Evaluated marketing campaigns; developed marketing plans and strategies
- Monitored competitor activity; conducted marketing research
- Maintained and updated the company's customer database.
- Increased revenues, profits and market share by 15% after the sixth month, due to strategic marketing.
Education
NATIONAL YOUTH SERVICE CORPS DISCHARGE CERTIFICATE -
GOVERNMENT JUNIOR SECONDARY SCHOOL
NIGER STATE01.2013
NIGERIA INSTITUTE OF MANAGEMENT CERTIFICATE -
01.2010
B.SC. - BUSINESS ADMINISTRATION
ANAMBRA STATE UNIVERSITY
ULI01.2009
Skills
- Proficient in Microsoft Office
- Relationship management skills
- Excellent communication skills
- Ability to work under little or no supervision
- Good Administrative skills
- Customer relationship management
- Team management
Languages
- English
- Igbo
References
Available on request
Personal Information
- Gender: Female
- Nationality: Nigerian
- Marital Status: Married
Educational Certifications
- National Youth Service Corps Discharge Certificate, Government Junior Secondary School, Niger State, 2013
- Certificate, Nigeria Institute of Management, 2010
- B.Sc. Business Administration, Anambra State University, 2009
- W.A.S.S.C.E, Comprehensive Secondary School, Rivers State, 2004
- Primary School Leaving Certificate, Community Primary School, , 1997
Languages
English
First Language
Timeline
MANAGER
HEARTLAND EMPIRE
01.2025 - Current
CUSTOMER SERVICE REPRESENTATIVE
DIAMOND BANK PLC
09.2013 - 01.2020
SOCIAL STUDIES AND COMMERCE TEACHER
GOVERNMENT JUNIOR SECONDARY SCHOOL
11.2012 - 04.2013
CUSTOMER SERVICE REPRESENTATIVE
CUSTOMER CONTACT SOLUTIONS LTD (NCC/AIRTEL CALL CENTER)
02.2012 - 09.2013
MARKETING EXECUTIVE
CCEWA TECHNOLOGY COMPANY
06.2010 - 11.2012
NATIONAL YOUTH SERVICE CORPS DISCHARGE CERTIFICATE -
GOVERNMENT JUNIOR SECONDARY SCHOOL
NIGERIA INSTITUTE OF MANAGEMENT CERTIFICATE -
B.SC. - BUSINESS ADMINISTRATION
ANAMBRA STATE UNIVERSITY