Ngozi Agwu
Customer Experience Officer
Ikorodu,Lagos State
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Customer Experience Officer
Heirs Life Assurance
Lagos
2021.02 - Current
- Responded promptly to customer inquiries over the phone, email, and live chat as a customer service agent
- Tracked issues escalated for resolution to foster appropriate responses
- Monitored and supervised a team of 6 persons comprising the customer servicing inbound and other channels team and the telesales team on performance to achieve the target and set metrics
- Accomplishment: In 2023, the team scored a CSAT rating of 88% from a target of 85% while the telesales team achieved 22% conversion from a target of 10% and the first response rate achieved was 85% from a target of 80%
- Conducted root cause analysis on failed processes to identify areas of improvement and facilitated meetings with stakeholders of the underwriting operations, finance, IT, and marketing teams to discuss ideas for improvement initiatives
- Quality-checked all requests handled by agents and reduced errors by 2%
- Resolved customer complaints to ensure resolution within a 2-24 hours time period and enhance customer experience
- Tracked claims requests for 24-hour claims payment TAT.
Customer Policy Retention Assistant
Old Mutual General Insurance Company Nigeria Limited
Lagos
2019.10 - 2021.02
- Revived over 300 lapsed (expired) policies through customer engagement for expired policies via telephone calls and assisted claimants, and clients with problems or questions regarding claims
- Accomplishment: Achieved a retention ratio of 68% from a target of 70%
- Escalated all customer issues to my line manager for prompt resolution and engaged relevant salespersons and other stakeholders in the revival process of customer policies
- Contributed to the 70% saved cancellations ratio with a premium income of over N40 million by educating customers on the benefit of the policy which contributed to the company revenue
- Prepared team reports, and presentations to optimize the accuracy of key data and insights from the month-on-month tracking of revived (lapsed data) against renewed policies.
Customer Service Representative
Jumia
Lagos
2018.11 - 2019.10
- Answered customer inquiries and provided accurate information regarding products and services including tracking 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
- Accomplishment: Contributed to the 80% NPS score for 3 weeks consecutively which was the best recorded in the company
- Escalated customer concerns, issues, and requirements to supervisors for immediate rectification or resolution
- Answered over 100 inbound calls daily to assist customers with various needs and questions
- Resolved customer inquiries, complaints, and issues providing insightful solutions and referred customers to appropriate departments or personnel to swiftly resolve issues where necessary
- Addressed customer concerns and complaints and resolved issues promptly.
Education
Bachelor of Science - Insurance
University of Lagos, Akoka
Lagos, Lagos StateSkills
Attention to detail and innovativeundefined
Accomplishments
- Chartered Member, Nigerian Institute of Management (NIM) - 2018
- Six Sigma Yellow Belt Professional Certificate, 6SigmaStudy - 2023
- Outstanding Customer Relationship Management Certificate, FITC - 2023
- Certificate of Completion, The Listening School - 2023
Timeline
Customer Experience Officer
Heirs Life Assurance
2021.02 - Current
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, Akoka
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