Resume from April 21, 2024 File


Customer service manager (data entry, chat support)

30 years
City of residence:
Ready to work:

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Uchechukwu Chinaza [open contact info](look above in the "contact info" section)
Customer Care Representative [open contact info](look above in the "contact info" section)
Base10 Avenue sites and
services world Bank, Nigeria


Next Gen Studios, — Customer Service Representative
10/2018 - 08/2019 SUMMARY

● Strategically spearheaded Quarterly Business Reviews (QBRs),
leveraging advanced CRM enhancements to mitigate churn and
optimize operational KPIs. A graduate of public health,
● Championed a culture of unwavering commitment to customer with over 4 years of experience
experience (CX) across the organization, collaborating with in customer service , managing
C-suite executives and VPs to achieve a remarkable Net Promoter liaisons between customers and
Score (NPS) of 9.5. cooperations, who through
● Architected innovative customer service strategies, resulting in experience and self
an exceptional 98% post-sale satisfaction rate and rapid development has proven track
resolution of issues. record of exceptional delivery
● Leveraged Microsoft Office Suite, Excel, and communication of customer service. Proficient
platforms to streamline processes and facilitate efficient in CRM, data analysis and
communication. reporting and great computer
● Utilized CRM principles and workflows to analyze customer skills, a competent team player
feedback, driving actionable insights and a 15% increase in who has the ability to learn fast.
customer loyalty.

OPAY, — Agent Support Executive SKILLS
11/2019 - 08/2020
Effective and strong written
● Liaised with the compliance team to check fraudulent activities and verbal communication
on accounts, thereby safeguarding the integrity of the skill
organization’s financial ecosystem.
● Leveraged CRM principles and workflows to meticulously analyze Mathematical skills
customer feedback, thereby driving actionable insights and
fostering and uptick in customer royalty metrics. Excellent interpersonal skills
● Strategically curbed churn through implementation of advanced
CRM advancements, meticulously tracking Key Performance Active Listening
Indicators (KPIs) to facilitate operational optimization and
sustained business growth. Team building
● Spearheaded the comprehensive education initiatives targeted at
referred clients, on available services, benefits and use while Multi tasking
addressing concerns and upholding the esteemed reputation of
the organization. Expert use of microsoft word

Use of CRM tools
MIDLAND EQUIPMENTS, — Lead Customer Success Manager
10/2020 - 01/2022 Marketing
● Orchestrated seamless collaboration across cross-functional
Content writing
stakeholders, aligning sales, product, and support teams to
proactively mitigate customer escalations, resulting in a notable
B2B support
30% reduction in critical incidents.
● Demonstrated proficiency in CRM principles and workflows,
B2C support
harnessing customer data to elevate satisfaction levels and propel
revenue growth. Attention to details
● Thrived in dynamic, high-pressure environments, orchestrating
and managing a robust portfolio of client accounts concurrently Customer success box
while consistently exceeding ambitious timelines and
performance benchmarks. Conflict resolution
● Delivered extraordinary results by generating a steady influx of
Sales Qualified Leads (SQL) through a dynamic, resilient, and Basic email management
highly motivated approach.
● Defined service levels and requirements, leading to a 20% Social media management
decrease in response time.
● Achieved 98% compliance with client Service Level. Critical thinking

Microsoft Powerpoint
ELDORADO HOMES, —Sales Development Representative
12/2022 - 05/2023 Problem solving
● Implemented a targeted email marketing campaign that resulted
in a 25% increase in qualified leads within three months,
contributing to a revenue growth of $5,000.
● Spearheaded the advancement of Go-To-Market (GTM)
strategies as the inaugural product-led sales hire, driving a
substantial 30% increase in pipeline growth and a notable 25% CERTIFICATIONS
higher closure rate on deals.
● Delegated cross‐functional teams to develop compelling content Help desk
and optimize lead capture forms, resulting in a 15% improvement 01/2020 - 06/2022
in conversion rates on landing pages.
● Proactively engaged with clients via diverse communication Salesforce
channels, including phone, email, and SMS messages, resulting 09/2022 - 05/2023
in a tangible 20% uptick in overall customer satisfaction metrics.
● Leveraged advanced proficiency in Microsoft Office Suite and Notion
training software to craft interactive materials that facilitated 01/2023 - 02/2023
seamless knowledge transfer and enriched the overall learning
experience. Digital Skills -: web analytics
07/2020 - ??


Federal University Of Technology , Owerri — Bachelor’s
Sept 2013 - August 2018

Public Health
English (fluent)

Igbo (fluent)

Pidgin (fluent)

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