Summary
Overview
Work History
Education
Skills
Languages
References
Personal Information
Educational Certifications
Languages
Timeline
Manager
GLADYS O. UGWOERUCHUKWU

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 STATE
01.2013

NIGERIA INSTITUTE OF MANAGEMENT CERTIFICATE -

01.2010

B.SC. - BUSINESS ADMINISTRATION

ANAMBRA STATE UNIVERSITY
ULI
01.2009

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
GLADYS O. UGWOERUCHUKWU