Work Preference
Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Hobbies and Interests
Timeline
Generic
OKWUDILI OGUGUA EKWURU
Open To Work

OKWUDILI OGUGUA EKWURU

Ikeja

Work Preference

Job Search Status

Open to work

Location Preference

Remote

Summary

Dynamic Learning & Development Specialist with a proven record at Outcess Solutions Nigeria Limited, enhancing customer service through innovative training programs. Expert in training design and facilitation, leverage strong communication skills to drive a 25% improvement in service quality metrics, empowering teams to excel in customer interactions.

Overview

3
3
Certification
6
6
years of professional experience

Work History

Lead Trainer { Learning & Development )

Outcess Solutions Nigeria Limited
Ikeja
10.2022 - Current
  • Designed and delivered training programs aimed at improving customer service skills, such as active listening, empathy, and conflict resolution, resulting in a 15% increase in customer satisfaction ratings.
  • Developed online training modules focused on customer service excellence, making training more accessible and leading to a 25% improvement in service quality metrics.
  • Conducted product knowledge workshops that empowered customer service teams to better understand and communicate product benefits, leading to quicker issue resolution and more informed customer interactions.
  • Conducted needs assessments to tailor training programs to organizational requirements, enhancing training relevance.
  • Increased overall productivity by conducting regular skill gap analyses and addressing identified weaknesses through targeted training initiatives.
  • Utilized assessment tools to measure individual progress after training implementation, ensuring ongoing development.
  • Evaluate and measure the effectiveness of the training through pre and post assessment, feedbacks, surveys and observation.
  • Developed customized e-learning modules for improved knowledge retention and on-the-job application.
  • Relayed customer feedback to product development teams, influencing product improvements and new features.

Customer Service Representative

Outcess Solutions Nig. Ltd. (Multichoice Nigeria)
Ikeja
03.2020 - 10.2022
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Managed high-stress situations, maintained professionalism under pressure, and resolved disputes to uphold customer satisfaction.
  • Built rapport with customers through active listening, resulting in increased retention rates and positive client feedback.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Identified and documented 100+ recurring customer issues, which influenced product improvement initiatives and resulted in a 20% decrease in similar inquiries over a year.
  • Effectively coordinated with internal teams, ensuring a 95% issue resolution rate and boosting overall customer satisfaction by 15%.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation for effective follow-up.
  • Kept meticulous records of over 3,000 customer interactions quarterly, processing and updating customer accounts with 99.9% accuracy.

Education

Bachelor of Science - Statistics

University of Ibadan
Ibadan, Oyo State, Nigeria
10-2018

Skills

  • Instructional Design
  • Training design
  • Needs analysis
  • Facilitation skills
  • Onboarding development
  • E-learning modules
  • Learning Management Systems
  • Evaluation & Data Analysis
  • Performance assessment
  • Digital learning tools
  • Coaching & Mentoring
  • Communication Skills
  • Soft skills development

Certification

  • Coursera - Human Resource Associate Professional Certificate (HRCI), Learning and Development
  • Sabre Academy - Customer Service Professional Certificate (CSPC)
  • Landover Academy - Basic Airfares & Reservation Certificate

Accomplishments

  • Improved Employee Performance
  • Training Program Expansion
  • Developed Soft Skills Training to Enhance Customer Interactions
  • Improved Product Knowledge for Enhanced Customer Support
  • Measured and Improved Service Outcomes
  • Reduction in Escalations

Hobbies and Interests

Sports

Timeline

Lead Trainer { Learning & Development )

Outcess Solutions Nigeria Limited
10.2022 - Current

Customer Service Representative

Outcess Solutions Nig. Ltd. (Multichoice Nigeria)
03.2020 - 10.2022

Bachelor of Science - Statistics

University of Ibadan
OKWUDILI OGUGUA EKWURU