Uchechukwu

Uchechukwu Chinaza
Customer Care Representative
Base10 Avenue sites and services world Bank, Nigeria
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SUMMARY
A graduate of public health, with over 4 years of experience in customer
service , managing liaisons between customers and cooperations, who
through experience and self development has proven track record of
exceptional delivery of customer service. Proficient in CRM, data analysis and
reporting and great computer skills, a competent team player who has the
ability to learn fast.

EXPERIENCE
Next Gen Studios, - Customer Service Representative
October 2018 - August 2019
● Strategically spearheaded Quarterly Business Reviews (QBRs),
leveraging advanced CRM enhancements to mitigate churn and
optimize operational KPIs.
● Championed a culture of unwavering commitment to customer
experience (CX) across the organization, collaborating with C-suite
executives and VPs to achieve a remarkable Net Promoter Score (NPS)
of 9.5.
● Architected innovative customer service strategies, resulting in an
exceptional 98% post-sale satisfaction rate and rapid resolution of
issues.
● Leveraged Microsoft Oce Suite, Excel, and communication platforms to
streamline processes and facilitate efficient communication.
● Utilized CRM principles and workflows to analyze customer feedback,
driving actionable insights and a 15% increase in customer loyalty.

OPAY , - Agent Support Executive
November 2019 - August 2020
● Liaised with the compliance team to check fraudulent activities on accounts,
thereby safeguarding the integrity of the organization’s financial ecosystem.
● Leveraged CRM principles and workflows to meticulously analyze customer
feedback, thereby driving actionable insights and fostering and uptick in
customer loyalty metrics.
 ● Strategically curbed churn through implementation of advanced CRM
advancements, meticulously tracking Key Performance Indicators (KPIs) to
facilitate operational optimization and sustained business growth.
● Spearheaded the comprehensive education initiatives targeted at referred
clients, on available services, benefits and use while addressing concerns and
upholding the esteemed reputation of the organization.

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

ELDORADO HOMES, - Sales Development Representative
December 2022 - May 2023
● 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% higher closure rate on deals.
● Delegated cross‐functional teams to develop compelling content and
optimize lead capture forms, resulting in a 15% improvement in conversion
rates on landing pages.
● Proactively engaged with clients via diverse communication channels,
including phone, email, and SMS messages, resulting in a tangible 20% uptick
in overall customer satisfaction metrics.
● Leveraged advanced proficiency in Microsoft Oce Suite and training software
to craft interactive materials that facilitated seamless knowledge transfer and
enriched the overall learning experience.

EDUCATION
Federal university of technology, Owerri - bachelors of science
September 2013 - August 2018
Public health
SKILLS
● Effective and strong written and verbal communication skill
● Mathematical skills Excellent interpersonal skills Active Listening
● Team building
● Multi tasking
● Expert use of microsoft word Use of CRM tools
● Marketing
● Content writing
● B2B support
● B2C support
● Attention to details
● Customer success box
● Conflict resolution
● Basic email management
● Social media management
● Critical thinking
● Microsoft Powerpoint
● Problem solving

CERTIFICATIONS
Help desk
01/2020 - 06/2022

Salesforce
09/2022 - 05/2023

Notion
01/2023 - 02/2023

Digital Skills web analytics
07/2020 - ??

LANGUAGES
English (fluent)
Igbo (fluent)
Pidgin (fluent)