Margaret U. Ijekhuemen
Lagos
Summary
Goal-oriented Customer Service Manager with 10+ years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service.
Overview
14
14
years of professional experience
Work History
Customer Service Manager
iGospora Services Ltd
01.2024 - Current
- Mentored junior staff to elevate skill development and maintain high service standards.
- Enhanced response time by more than 20%, utilizing new strategies and tools.
- Deployed an ERP system, boosting tracking accuracy by approximately 30%.
- Guided customer service team to enhance service delivery, resulting in elevated client satisfaction.
- Developed comprehensive training programs that optimized staff performance and operational efficiency.
- Implemented a new customer feedback system to effectively identify areas for service enhancement.
- Assessed service metrics to drive strategic initiatives and optimized processes using data analysis.
- Facilitated cross-departmental collaboration to efficiently resolve complex customer issues
Project Planner/Manager
Hover Water Nig Ltd
01.2020 - Current
- Participate in the process of conceptualization and preparation of project design for greenfield international Passenger/Cargo ferry Terminal
- Liaising with government agencies/regulatory authorities for Operational Approvals
- Evaluation of contractors, consultants and other Service Providers
- Skills Acquired: Strategic Thinking, Market and Industry Research
Customer Service Manager
The Children’s Practice
01.2015 - 12.2015
- Manage customer service team, shift schedule
- Manage customer database and appointment schedule
- Ensure timely correspondence with patients on Test results and follow up appointments.
- Take ownership of customers issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyse statistics and compile accurate reports
- Skills Acquired: Performance management skills and operational management skills
Supervisor; Customer Experience
Starcomms Plc
11.2011 - 01.2013
- Churn Management through health check visitation to corporate clients
- Manage customer’s queries and complaints
- Conduct monthly Customer Experience Staff Forum events
- Audit customer service conformance at all Starcomms retail outlets
- Supervise the management of social networking pages (Facebook and Twitter)
- Investigation of customer’s claims and negotiation of compensation
- Propose new and exciting ways of delighting customers across all segments
- Write daily and weekly report of team activity/productivity
- Receive, process and respond to customers’ letters of complaints/queries
- Receive, process and respond to letters from security and regulatory agencies
- Skills Acquired: Team management Skills, Strategic thinking, Process Simplification, Relationship building.
Education
Ambrose Alli University
Edo State12-2005
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
Timeline
Customer Service Manager
iGospora Services Ltd
01.2024 - Current
Project Planner/Manager
Hover Water Nig Ltd
01.2020 - Current
Customer Service Manager
The Children’s Practice
01.2015 - 12.2015
Supervisor; Customer Experience
Starcomms Plc
11.2011 - 01.2013
Ambrose Alli University