PRECIOUS CHINWEIKE
Customer Service Specialist
Lagos
Summary
Dedicated and performance-driven Customer Service Specialist with over 5 years' experience across FinTech, e-commerce, and academic sectors. Proven track record in leading teams, resolving high-volume customer inquiries, improving satisfaction rates by up to 50%, and coordinating cross-functional solutions. Adept at managing multi-channel communications (phone, email, chat, social media), using CRM tools (Salesforce, Zoho), and driving customer loyalty and retention through empathetic service delivery and operational efficiency.
Overview
5
5
years of professional experience
2013
2013
years of post-secondary education
3
3
Certifications
Work History
Team Lead / Ministry Support Agent
The Redeemed Christian Church of God (RCCG)
Lagos
03.2024 - Current
- Promoted to team lead within 3 months; guided agents in achieving team targets and exceeding service delivery benchmarks.
- Improved overall call resolution efficiency by 25-50% using enhanced communication techniques.
- Ensured departmental alignment with communication policies and customer satisfaction goals.
- Managed feedback forms, customer concerns, and escalations to ensure resolution and closure.
Customer Support & IT Support Specialist
Redeemer's University
Ogun
04.2021 - 02.2024
- Handled large volumes of student inquiries and complaints via phone, email, and live chat.
- Maintained accurate records of communication and escalations to relevant departments.
- Supported loyalty initiatives and feedback loops for improved academic engagement.
- Provided frontline IT support for internal systems during exam periods.
Customer Service Specialist
Jadek Farms Limited
Lagos
02.2020 - 05.2020
- Delivered prompt, multi-channel customer service; achieved 100% resolution rate.
- Used Zoho CRM to maintain records of transactions, inquiries, and complaints.
- Followed communication guidelines and ensured service consistency.
Customer Support Agent
Opay Paycom Nigeria Ltd (FinTech)
Lagos
07.2019 - 11.2019
- Resolved 80-100 payment-related inquiries daily, improving satisfaction by 50%.
- Accurately logged all customer complaints, requests, and follow-up actions.
Customer Service Intern
Jumia (E-commerce)
Lagos
05.2019 - 07.2019
- Provided front-line phone and chat support; processed 80-100 daily interactions.
- Used Salesforce to document resolutions and monitor customer satisfaction.
Web Designer & IT Support
Ebbinos Consulting Limited
Lagos
02.2016 - 08.2017
- Managed IT systems and provided basic troubleshooting.
- Built and maintained functional web pages for business clients.
Education
BSc - Computer Science & Software Engineering
Oxford Brookes University
Skills
Customer Support & Retention Strategies
Leadership & Team Management
CRM Tools: Salesforce, Zoho
Customer Communication (Phone, Email, Chat, Social Media)
Complaint Resolution & Escalation Handling
SLA & KPI Achievement
Google Suite
Microsoft Office
Slack
Zoom
Technical Support & Troubleshooting
Certification
Customer Service Foundations, CustomerSuccessU, 02/01/25
Timeline
Team Lead / Ministry Support Agent
The Redeemed Christian Church of God (RCCG)
03.2024 - Current
Customer Support & IT Support Specialist
Redeemer's University
04.2021 - 02.2024
Customer Service Specialist
Jadek Farms Limited
02.2020 - 05.2020
Customer Support Agent
Opay Paycom Nigeria Ltd (FinTech)
07.2019 - 11.2019
Customer Service Intern
Jumia (E-commerce)
05.2019 - 07.2019
Web Designer & IT Support
Ebbinos Consulting Limited
02.2016 - 08.2017
BSc - Computer Science & Software Engineering
Oxford Brookes University