Precious Nwachukwu

• Lead student retention strategies, reducing course dropouts and improving completion rates.
• Develop loyalty and referral programs, increasing re-enrollments and alumni engagement.
• Monitor student satisfaction via NPS, surveys, and feedback, sharing insights with leadership.
• Build communication frameworks (email, WhatsApp, chat) to re-engage inactive learners.
• Train and guide Support staffs in proactive retention, escalation handling, and student success best practices.

• Drive customer retention strategies for remittance users, implementing targeted win-back and reactivation campaigns.
• Analyze churn patterns using CRM data to design tailored engagement initiatives, improving customer lifetime value.
• Collaborate with Product and Compliance teams to streamline onboarding and KYC, reducing drop-off rates.
• Deliver escalated support for transaction issues, consistently maintaining CSAT scores above 90%.
• Provide feedback to Product teams on market-specific user needs, enabling product improvements.

· Gather client requirements for new features and enhancements and work with the Product team to contribute to the product’s evolution.

· Calling over 100 churned users daily.

· Established and maintained customer profiles, leveraging customer churn and satisfaction data to inform future initiatives and customer success strategies.

· Conducting daily onboarding and adoption of users.

· Monitoring team performance through key metrics, such as customer satisfaction scores, first-contact resolution rates, and ticket response times, and implementing strategies for continuous improvement.

· Managing client communications across phone, email, and chat, ensuring responses within SLA.

· Designed SOPs, FAQs, and feedback programs, improving response accuracy and boosting satisfaction scores to 93%.

· Documenting client interactions in CRM, ensuring data accuracy for reporting and follow-up.

· Provide Tier II support for issues and tickets raised by English-speaking customers.

· Responding to customers’ inquiries on live chat meeting customer satisfaction by 70%.

· Educating customers on internal regulations and redeeming procedures to avoid scams by fraudsters.

· Escalating complex tickets to the engineering team to elevate and address intricate issues, ensuring timely resolutions and updates.

· Gather feedback to share with the product, sales, and marketing teams.

· Created and managed an extensive knowledge base of common issues and solutions, reducing the influx of support requests by 20%.

· Contributed to the build and launch of web applications and WhatsApp bot by providing the product team with the translation of response and query templates from English to the three major native languages in Nigeria.

· Implemented a competitive analysis process and applied data-driven decision-making, leading to the company’s ups selling and cross-selling growth of 6%.

· Managed daily operations for the call center team that manages existing and prospective

customers that lead to 1000 new user sign-ups.

· Led my team in creating departmental flowcharts, creating emails and messaging templates, and responses for websites, bots, and other platforms.

Managed customer service representatives providing financial services and managed the backend of web platforms.

· Managed inbound and outbound calls, addressing customer concerns.

· Resolved customer issues and complaints professionally and efficiently, ensuring customer satisfaction and loyalty.

· Collaborated with cross-functional teams to escalate and resolve complex customer cases.

· Utilized the company's CRM system to document customer interactions and follow-up actions accurately.

· Conducted follow-up calls to ensure customer satisfaction and gather feedback for process improvement.

· Met and exceeded performance targets, including call handling time, customer satisfaction, and first-call resolution.

· Engaged with customers through live chat to assist with account inquiries, billing concerns, and technical support.

· Managed and responded to live chat inquiries from online customers regarding product information, orders, and inquiries.

· Maintained chat logs, documented customer interactions, and followed up on pending issues as needed.

· Demonstrated strong writing skills by crafting clear and concise responses, ensuring a positive customer experience.

· Assisted customers with order status, returns, refunds, and product-related inquiries.

Tracked and resolved customer issues, escalating to higher-level support when necessary.