Ngozi Agwu
Ikorodu
Summary
An analytical team player, leader, and dedicated customer management professional with high attention to detail and acumen in finding redundancies and utilizing resources to optimize operations for an exceptional idea and innovative methods in achieving a stated goal. To bring reality to the potency of my visions and abilities, creativeness and enthusiasm, result-oriented and resilient skills, and unlimited potential for growth so as to improve organization achievement and personal development.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Acting Team Lead, Contact Centre
Heirs Life Assurance Company Limited
Lagos State , Nigeria
2021.06 - Current
- Acted as an escalation point for customer queries which resulted in prompt resolution within Turn-Around-Time and positive customer satisfaction feedback.
- Followed up with the claims team to ensure that claims payments were paid within 24 – 48 hours which increased customer retention and generated revenue for the company.
- Daily tracked all metrics such as Customer Satisfaction survey, First Response Time, Closed Ticket rate, number of ticket requests received, and Average Handling Time (AHT) Quality checks on all requests being handled by the customer service agents to ensure consistency and take corrective measures where necessary.
- Identified opportunities for process improvements, implementing changes when required.
- Trained new agents in relevant processes and procedures for handling customer-related requests including telesales.
- Supported the manager in developing plans for future projects, initiatives and objectives. One of such was the International Customer Service Week.
- Proven ability to learn quickly and adapt to new situations.
- Strengthened communication skills through regular interactions with others.
Continuous Improvement Officer/QA
Heirs Life Assurance Company Limited
Lagos State , Nigeria
2022.10 - 2023.05
- Conducted root cause analysis on failed processes to identify areas of improvement.
- Facilitated meetings with stakeholders to discuss ideas for improvement initiatives.
- Developed and implemented process improvements that increased efficiency by 10%.
- Conducted Quality Assurance on all Omni channels to ensure consistency and quality communication with the customers.
- Improved all customer-facing documentation and processes to align with brand specifications and for ease of use by the customers.
- Handled system-related issues for the customer experience team.
Inbound and Other Channels Officer
Heirs Life Assurance
, Nigeria
2021.02 - 2022.10
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered customer inquiries and provided accurate information regarding products and services via omnichannel: chat, email requests, WhatsApp, and live chat.
- Provided excellent customer service to resolve customer complaints in a timely manner and used proven techniques to de-escalate angry customers during telephone interactions.
- Developed strong relationships with customers by providing personalized assistance and support.
- Identified areas of improvement in customer service processes and suggested changes accordingly. One of which was the changing of all manual forms to digital forms for ease of use by the customers.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Developed and updated calendars to schedule team and customer meetings.
Customer Policy Retention Assistant
Old Mutual General Insurance Company Nigeria Limited
, Nigeria
2019.10 - 2021.02
- Revived lapsed (expired) policies through customer engagement for expired policies via telephone calls.
- Assisted claimants, providers, and clients with problems or questions regarding claims.
- Engaged relevant salespersons and other stakeholders in the revival process of customer policies.
- Escalated all customer issues to the manager for resolution.
- Drafted reports, and presentations related to policy initiatives used in customer retention activities and monitored financial trends.
- Increased saved cancellations count by persuading customers not to cancel their insurance policies which contributed to the company revenue.
Customer Service Representative
Jumia
, Nigeria
2018.11 - 2019.10
- Answered constant flow of customer calls with minimal wait times.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Escalated customer concerns, issues, and requirements to supervisors for immediate rectification or resolution.
Education
Bachelor of Science - Insurance
University of Lagos
Akoka, Lagos01.2016
West African Senior School Certificate -
Queens College
Lagos01.2011
Skills
- Client-focused, Reliable, and Dependable
- Coaching and developing people
- Good computer skills including proficient use of Microsoft packages
- Excellent written and verbal communication skills
- Creative thinking and analytical thinking skills.
- Complaint Resolution
- Documentation and Reporting
- Attention to Detail
- Complex Problem-Solving
- Teamwork and Collaboration
- Documentation and Reporting
- Call Center Operations
- Leading team operations
- Effective team leader
Certification
- Chartered Member, Nigerian Institute of Management (NIM) - 2018
- Six Sigma Yellow Belt Professional, 6SigmaStudy - 2023
- Outstanding Customer Relationship Management, FITC - 2023
- Certificate of Completion, The Listening School - 2023
References
- Timilehin Adebiyi
Communications Manager
Heirs Life Assurance
+2348038260998,
E-mail: timilehin.adebiyi@heirslifeassurance.com
- Victor Agidigbi,
Head, Solution Architect
Heirs Life Assurance
Tel: +238037691450
E-mail: victor.agidigbi@heirslifeassurance.com
Languages
English
First Language
German
Beginner
A1
Danish
Beginner
A1
French
Elementary
A2
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Timeline
Continuous Improvement Officer/QA
Heirs Life Assurance Company Limited
2022.10 - 2023.05
Acting Team Lead, Contact Centre
Heirs Life Assurance Company Limited
2021.06 - Current
Inbound and Other Channels Officer
Heirs Life Assurance
2021.02 - 2022.10
Customer Policy Retention Assistant
Old Mutual General Insurance Company Nigeria Limited
2019.10 - 2021.02
Customer Service Representative
Jumia
2018.11 - 2019.10
Bachelor of Science - Insurance
University of Lagos
West African Senior School Certificate -
Queens College
- Chartered Member, Nigerian Institute of Management (NIM) - 2018
- Six Sigma Yellow Belt Professional, 6SigmaStudy - 2023
- Outstanding Customer Relationship Management, FITC - 2023
- Certificate of Completion, The Listening School - 2023
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