Ugochukwu Egbukole

• Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
• Produced monthly reports using advanced Excel spreadsheet functions.
• Collaborated with business-unit leaders to identify and prioritize problems.
• Documented effective and replicable methods for extracting data and organizing data sources.
• Utilized data visualization tools to effectively communicate business insights.
• Analyzed transactions to build logical business intelligence model for real-time reporting needs.
• Analyzed data to identify root causes of problems and recommend corrective actions.

• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Followed through with client requests to resolve problems.

· Worked remotely and independently to support customer service with 97% satisfaction rating

• · Assessed Customer Relationship Management (CRM) reports to identify strengths and weaknesses, using findings to develop strategic action plans
• · Developed collaborative partnerships with customers and internal business partners to successfully solve complex problems
• · Supervision and support for call center in attaining 100% resolution of customer complaints online within service level agreements (SLA)
• · Improved and sustained customer retention rate (CRR) over the course of my leadership
• · Improved human capital development via frequent training

· Over USD200,00 saved the organization via an understanding of the industry environment

• · Helped burst a fraud syndicate stealing customers financial benefits
• · Built a very closely knit team that improved upon and passed all service audits

Worked with software development and process improvement teams

• Took ownership of customer issues and followed problems through to resolution.