Ferdinand

FERDINAND ONONYE
Sagama Estates, Federal Capital Territory, Abuja
Nigeria
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Objective

Versatile, efficient, and reliable customer service professional with 5+ years of
experience in customer satisfaction, conversion, and retention seeking to support
executives and managers to improve internal operations for businesses

Personal Details

Nationality : Nigerian
Gender : Male
Language : English
Hobbies : Driving, coaching, mentoring and team bonding

Education

Houdegbe North American University, Benin Republic 2012-2015
BSc Business Administration and Management
Darman Model College 2005-2011
WAEC
Central Bank of Nigeria Primary School 1999-2005
Primary school testimonial

Skills

Active listening
Probing, Issue identification and Problem-solving
Customer conversion and retention
Coaching and mentoring
Excellent verbal and written communication
Problem-solving via Live chat and email writing
Escalation, follow-up and feedback
Process improvement
Experience

BUYPOWER Inc ABUJA NIGERIA 2023 - Till date
CUSTOMER SUPPORT QUALITY ASSURANCE AND SUBJECT MATTER EXPERT
Onboard and train newly hired and old Customer Support Associates
Coordinate calibration and close up sessions with the customer support team
and technical support team to share information on bugs detected on the
company's mobile application and website
Disseminate updates and changes to the company's polices, products and
services
Generating innovative ideas and strategies to improve processes that will ensure
customer conversion, satisfaction and retention
Organize monthly product knowledge tests to improve the efficiency and
confidence of customer support associates and to determine training needs
Assess operational data to identify quality problems
Audit inbound calls, live chats, emails and social media messages for quality
assurance purposes and to ensure compliance
Development of PIP (personal improvement plan) for customer support
associates with performance not on par with the acceptable level
Simplification and development of canned responses for live chat and email
support
BUYPOWER INC ABUJA NIGERIA 2019 - 2022
CUSTOMER SUPPORT EXECUTIVE
Warmly and empathetically addressed customers' complaints and provided
information on inquires via inbound calls, live chats, emails and social media
touch points using freshdesk
Escalated customers' complaints to the buypower.ng technical support team via
slack for resolution and feedback
Effectively followed through on escalations and provided feedback to customers
Performed chargebacks
Processed pending payments and resolved payment conflicts
Interpreted and resolved payment errors
UNITED BANK FOR AFRICA, ABUJA NIGERIA 2018 - 2019
DIGITAL BANKING PERSONNEL
Product sales
Rendered first level (L1) support to users of the bank's digital banking products
Logged and escalated bugs, software malfunctions and error messages detected
on the bank's mobile banking application and USSD payment channels on the
(GRP) group response portal for resolution
NATIONAL JUDICIAL COUNCIL, ABUJA NIGERIA - NYSC (National Youth Service
Corps) 2016 - 2017
ADMINISTRATIVE ASSISTANT
Accurately kept the records of staff NHF (National housing fund) and NHIS
(National health insurance scheme)
Wrote and circulated correspondence memos and letters
Took detailed minutes of meetings
Prepared staff gazetting documents
 SLOT SYSTEMS LIMITED LAGOS, NIGERIA 2016 - 2016
CASHIER AND SALES REPRESENTATIVE
Payment collection
Reconciled the sales book
Addressed customers' inquiries about profucts, availability, prices, promos and
discounts
Provided credible advices to customers on the company's products
Projects

BUYPOWER CUSTOMER SUPPORT SOP
Created the customer support SOP (standard operation procedure) using Notion

Results:
Improved product knowledge
Aided problem-solving
Aided refresher trainings
Ensured effective onboarding and upskilling for new hires
BUYPOWER INC RECREATIONAL ACTIVITIES
Led the set-up of the Buypower.ng football team
Results:
Team building and bonding
Strengthened business relations

Professional Certifications

Customer Satisfaction Management (CSM) Foundation from Standard and Best
Practice
Quality Management Systems (QMS) Foundation from Standard and Best Practice

Reference

Available on request -