Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Certification
Software
Interests
Affiliations
Work Preference
Timeline
Hi, I’m

Peculiar Ibeabuchi

Customer Service Team Lead
Abuja,Federal Capital Territory
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Peculiar Ibeabuchi

Summary

  • A graduate of English language with over 7 years of experience in customer service, people, and administrative management.
  • Led several teams in various organizations, serving as a source of inspiration and guidance in achieving higher levels of self-fulfillment which in turn led to significant growth in the organization.
  • Coached, trained, and mentored over 150 customer service professionals to become highly efficient and productive leading to 80% career fulfillment
  • Worked with program/project managers to define team goals and harness the potential of individuals within each team to achieve project goals.

Overview

7
years of professional experience
2
Languages

Work History

Yellow Card App

Brand Communications Assistant
08.2023 - Current

Job overview

  • Brand Enhancement: I play a vital role in strengthening Yellow Card's brand image and increasing visibility through effective communication strategies
  • Media Relations: I have successfully established and maintained relationships with key media outlets, leading to consistent positive media coverage and ensuring Yellow Card's presence in various news and press releases
  • Content Creation: I create engaging and informative content, including press releases, and articles, that resonates with our target audience
  • This has led to increased engagement and interaction with our brand
  • Crisis Management: I have played a key role in managing and mitigating potential brand crises, ensuring a prompt and effective response to maintain the company's reputation
  • Event Coordination: I coordinate and execute successful public relations and promotional events, boosting brand awareness and fostering a positive public image.

TOO CAN LEARN INITIATIVE

Administrative Manager
01.2019 - Current

Job overview

  • In charge of reviewing and shortlisting candidates for possible volunteer positions
  • Conducting interviews to fill staff positions for upcoming projects
  • Keeping the entire team motivated through biweekly check-ins during project planning and execution
  • In charge of establishing a healthy communication and work culture through monthly team bonding activities
  • We helped the initiative raise over 300,000 naira for "Let's Make School Fun," where we provided new uniforms for 150 students
  • Drawing up plans and budgets for project implementation in line with the organization's budget
  • Helping the program manager execute plans and organize events by mobilizing funds and keeping a detailed financial record of income and expenditure.

Yellow Card App

Customer Support Representative
08.2022 - 07.2023

Job overview

  • Crafting professional responses to solve customers' issues
  • Responding to customers promptly with high levels of accuracy and efficiency
  • Proper escalation of issues on Click Up
  • Occasionally hosting the weekly team call for recalibration and developing better ways of working
  • Encouraging my team with weekly motivational and inspirational quotes
  • Making outbound calls to customers to get their feedback on our services, answer questions about our product, and receive feedback
  • Collaborating with different teams, including engineering and marketing, to resolve customers’ issues

Royal Pearls Network

Finance Officer
03.2018 - 12.2022

Job overview

  • In charge of mobilizing funds for projects
  • Keeping detailed financial records of income and expenditure
  • In charge of project accounts
  • Communicate with internal and external stakeholders in an effective, tactical, and insightful manner
  • Proactively drive impactful changes across workflows, policies, and tools by working with internal support teams and vendor partners.

Social Media Manager and Content Creator
10.2020 - 10.2022

Job overview

  • Economic Growth and Development Center
  • Management of an organization’s social media pages such as Twitter, Facebook, Instagram, TikTok, etc
  • Content creation for the company’s social media platforms and website
  • Research and reporting
  • Manage all aspects of student engagement, onboarding, and guiding them through the process of achieving personal growth
  • Recruited and engaged with young leaders to drive the human capital development arm of the company, Phenomenal
  • Create monthly reports and campaign reports where required and utilize reports to inform and improve content
  • Build brand awareness by engaging relevant influencers.

Girls Advancement and Resources Centre

Programs and Administrative Assistant
03.2019 - 05.2020

Job overview

  • Co-planned all the center’s programs and led the team in the planning of the maiden edition of the center’s Boot camp, which trained 15 young people in the areas of leadership, active citizenship, youth volunteerism, and advocacy
  • Led the Youth flagship program of young leaders from Universities in Enugu and Abuja, motivating them to come up with various advocacy projects in line with the organization’s project
  • Coordinated and collaborated with Voice Ambassadors to champion several projects that were focused on encouraging Youth involvement in Advocacy
  • Kept a database of all the Youth volunteers for the program and engaged them in several activities online and offline geared towards self-development
  • I handled the activity plan during the COVID-19 lockdown, leading a team of young people (COVID-19 Avengers) to develop ways to engage with their communities online through several projects, including music, poetry, and video/photo challenges
  • Instrumental in growing and managing the organization's social media platforms and saw a 50 percent growth in followership and engagement
  • I designed the curriculum for the center’s program and led the team in putting together the curriculum for the 5-day training, which had a tremendous impact on the participants as the facilitators for each session did a remarkable job.

Viko Nigeria

Public Relations Officer/Customer Service Representative
11.2018 - 02.2019

Job overview

  • Making and receiving calls, speaking to over 100 people a day about the company’s products and services
  • Receiving customer complaints and reporting them accurately for improved service delivery
  • Upload clients’ important data to the company’s database to help the company make smarter decisions
  • Manage, prioritize, and respond to customer issues, and inquiries, and escalate issues where necessary
  • Follow up with customers to get feedback about product and customer experience
  • Route calls to appropriate resources
  • Ensure that the client’s specific needs are met on time
  • Place calls to various identified individuals

Grammar School

Classroom Teacher
07.2017 - 07.2018

Job overview

  • Ase, Delta State
  • Taught English to over 200 students from JSS1-SS3 and saw to their various assessment and evaluation processes
  • Revived the school’s Press Club and registered 20 students as members
  • Organized a successful debate competition between the Senior and Junior student

Education

Certificate in Health Safety and Environment 1
2, 2018

Certificate in Project Management
2018

Certificate in Human Resource Management
2018

Certificate in Customer Service and Relationship
2018

University of Abuja

B.A from English and Literature
2016

Redeemed People’s Academy

ADDITIONAL CERTIFICATION Skills Edge Consulting Limited
2011

Skills

  • Analytical and interpersonal skills
  • Effective Communication
  • Organization and Administrative skills
  • Microsoft Office Suite 365
  • Content Creating/ Writing
  • Social Media Management
  • Talent Sourcing and Management
  • Research and Report Writing
  • Problem-solving skills
  • Staff Management
  • Event Planning
  • Workflow Planning
  • Project Management
  • Event Coordination
  • Mail Handling
  • Meeting Coordination
  • Performance Improvement
  • Calendar Management
  • Coaching and Training
  • Project Planning
  • CRM Software
  • Administrative Support
  • Verbal and Written Communication
  • Technical Proficiency
  • Performance Tracking and Evaluations
  • Team Collaboration
  • Collaborate Cross-Functionally
  • Company Representation
  • Overseeing Daily Activities
  • Scheduling and Coordinating
  • Customer Care
  • Video Recordings
  • Analytical and interpersonal skills
  • Best Practices and Standards
  • Employee Coaching and Mentoring
  • Customer Inquiries
  • Special Event Projects
  • Volunteer Relations

Accomplishments

  • Collaborated with team of 5 in the development of the company networking event in Nairobi Kenya which led to exceeding target attendance of 150 by 100% and increasing brand visibility.
  • Supervised team of 5 staff members. Performed weekly evaluations, coaching, and mentoring which led to better team work and individual increased productivity.
Availability
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Certification

  • Customer Service Professional, Udemy - 2023
  • Time Management Training - 2023
  • Certified Customer Service Manager, Udemy - 2022

Software

Click Up

Help Scout

Hubspot

Notion

Slack

Trello

Zapier

Google Drive

Teams

Zendesk

Statusbrew

Interests

People Management

Coaching and Mentorship

Customer Satisfaction

Affiliations

  • Kove Edge
  • ALX

Work Preference

Work Type

Part Time

Work Location

Remote

Timeline

Brand Communications Assistant

Yellow Card App
08.2023 - Current

Customer Support Representative

Yellow Card App
08.2022 - 07.2023

Social Media Manager and Content Creator

10.2020 - 10.2022

Programs and Administrative Assistant

Girls Advancement and Resources Centre
03.2019 - 05.2020

Administrative Manager

TOO CAN LEARN INITIATIVE
01.2019 - Current

Public Relations Officer/Customer Service Representative

Viko Nigeria
11.2018 - 02.2019

Finance Officer

Royal Pearls Network
03.2018 - 12.2022

Classroom Teacher

Grammar School
07.2017 - 07.2018

Certificate in Health Safety and Environment 1

Certificate in Project Management

Certificate in Human Resource Management

Certificate in Customer Service and Relationship

University of Abuja

B.A from English and Literature

Redeemed People’s Academy

ADDITIONAL CERTIFICATION Skills Edge Consulting Limited

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Peculiar IbeabuchiCustomer Service Team Lead