Hi, I’m
VIOLA AMAKA ONUCHUKWU
customer service representative
Lagos,lagos
Summary
Customer experience professional improving service journeys through complaint handling, refund support, and proactive issue resolution. Uses Zoho and cross-channel communication to track concerns, protect satisfaction, and strengthen customer loyalty. Fits a Customer Experience Specialist role with a service style shaped by empathy, speed, and follow-through.
Overview
9
Certifications
13
years of professional experience
Work History
Air Peace Limited
Passenger Service Executive
01.2018 - Current
Job overview
- Cultivate strong customer relationships, lifting customer success metrics by 15% through responsive service and follow-through.
- Handle over 300 contact weekly across calls, chats, and email while maintaining a professional, empathetic tone.
- Maintain an average handle time of 10 minutes with a 95% customer satisfaction rate across daily interactions.
- Redirect calls to the right departments and coordinate with teams to resolve outstanding issues promptly.
- Demonstrate conflict resolution skills by addressing client concerns calmly and turning complaints into workable solutions.
- Use Zoho to process refund applications quickly and keep customer records organized for follow-up.
- Earn employee-of-the-year recognition within 8 months of joining, reflecting strong contribution and consistent service quality.
Mobile Telecommunication Network (MTN) IJU CONNECT
Customer Care Representative
11.2015 - 12.2017
Job overview
- Recorded and managed over 1,000 customer interactions on different channels, improving tracking efficiency by 20%.
- Handled 100+ customers across calls, in-person visits, email, and social media based on their needs.
- Delivered phone, email, and chat support while maintaining a consistently high satisfaction rate.
- Escalated complaints and inquiries to the appropriate channel when issues required additional support.
- Resolved customer queries promptly and supported first-call resolution through clear follow-through.
- Managed customer transactions by overseeing smooth order processing and timely delivery of products and services.
- Educated customers on product features, functionalities, and competitive advantages to support informed decisions.
Clinix Health Care.
Corporate Marketer
08.2014 - 10.2015
Job overview
- Maintained accurate support records and incorporated customer feedback into product enhancement efforts.
- Collaborated with cross-functional teams to identify process improvements that strengthened customer satisfaction.
- Built positive business relationships to support future sales and sustained customer engagement.
- Acted as a liaison between customers and stakeholders to drive effective communication and growth.
- Delivered sales pitches, coordinated with teams and departments, performed cost-benefit analyses, and met agreed sales targets.
Oba Magaji Garri & Co. Legal Practitioner.
Secretary
08.2013 - 06.2014
Job overview
- Handled 100+ customer queries daily and resolved 95% on first contact.
- Reduced customer escalation by 25% through proactive problem solving and conflict resolution.
- Maintained client confidentiality while safeguarding sensitive information and records.
- Managed diaries, arranged appointments, and supported calendar coordination across daily office activities.
- Prepared and collated reports, typed correspondence, and maintained accurate document management workflows.
- Answered calls, took messages, and handled correspondence with clear telephone etiquette.
- Filed and organized documents, managed databases, and supported administrative follow-through across the office.
Education
The Federal Polytechnic NekedeNigeria
Higher National Diploma from Accounting
01-2010
University Overview
The Federal Polytechnic OffaNigeria
National Diploma from Accounting
01-2005
University Overview
Skills
Customer service orientation
Issue resolution
Conflict resolution
Telephone etiquette
Interpersonal skills
Time management
Attention to detail
Calendar management
Document management
Records management
Zoho
Certification
Technical Support Fundamentals from Google
CERTIFICATE
CERTIFICATE
- Technical Support Fundamentals from Google 2026
- International Diplomacy and Protocol 2024
- International Conflict Resolution 2024
- Introduction to Digital Nursing 2024
- Introduction to Medical Social Work 2024
- Introduction to Social Media 2023
- Train the Trainer Certificate 2023
- Customer Care Certification ( MTN) 2016
- Basic Airfares & Ticketing. 2013
NOTABLE SKILLS
NOTABLE SKILLS
Leadership: I have demonstrated leadership skills and acquired relevant certifications. I was the Youth Corp Leader during my one-year National Youth Service in my service year (2011 – 2012), which gave me the opportunity to develop and hone my leadership skills, and also played a vital decision-making role in my place of primary assignment (PPA). I also have a Train the Trainer Certificate, which is evidence of one’s ability to lead a whole team using the right knowledge and tools.Timeline
Passenger Service Executive
Air Peace Limited
01.2018 - Current
Customer Care Representative
Mobile Telecommunication Network (MTN) IJU CONNECT
11.2015 - 12.2017
Corporate Marketer
Clinix Health Care.
08.2014 - 10.2015
Secretary
Oba Magaji Garri & Co. Legal Practitioner.
08.2013 - 06.2014
The Federal Polytechnic Offa
National Diploma from Accounting
The Federal Polytechnic Nekede
Higher National Diploma from Accounting