Chinaza Maryann Okeke

Customer Support Specialist

Insurance Supermarket International, United States.

Process outbound and inbound calls to generate revenue through cross-sells and upsells.  Answer 150 calls per day interacting with customers and qualifying leads to ensure optimum utilization of resources.  Make life transfers to licensed agents and improve sales conversion time.

QUALITY ASSURANCE COACH AND CUSTOMER SUPPORT SPECIALIST

Wow Lotto Limited, Lagos

Listen to customer support calls and provide quality guidance.  Made quality decision (accepted or rejected) based on provided control outline.  Reviewed production records for accuracy and compliance.  Performed routine quality inspection operations on product to meet customer satisfaction.  Maintained and organized all records, documentation, ad other files associated with quality engineering and inspection tasks.  Monitored operations output and associated production standards.  Provide support to customers who engage in the company’s product through Usedesk  Tasked with giving a resolution support and response to customer enquiries, complaints and requests  Identifying key consistent customer challenges and escalating (through Jira) to the right department to fix the issue while trying to enhance swift customer feedback and satisfaction in product and services across the organization at every level  Responsible for evaluation and submission of weekly customer correspondences to the project manager  Trace and reconcile customer transactions on Paystack and Backoffice  Approve first level withdrawal of funds above company’s stated amount  Reviewing each support agent’s response to customers with the use of Usedesk  Create and execute learning strategies and programs  Evaluate each agent and organizational development needs  Implement various learning methods companywide (e.g., coaching, onboarding training)  Design and deliver e-learning courses, workshops and other trainings  Managed customer complaints.  Manage and supervise the daily operations on Usedesk, Paystack, Jira and Backoffice

CUSTOMER RELATIONSHIP MANAGEMENT AND BUSINESS DEVELOPMENT EXECUTIVE

IEI Anchor Pension Managers, Lagos

Maintaining customer relationship  Developed and updated job descriptions and job specifications  Sources new B2B and close deals  Follow up on Employee registration on pension scheme  Process benefit applications  Follow through to the end of the benefit payment process  Customer service management of businesses under management  Reduction in the level of complaint  Time management in processing benefit application of retired and retrenched Nigerian workers signed up with the organization

FRONT DESK EXECUTIVE

Neomed Diagonistics, Enugu, Nigeria

As a front desk executive, I was responsible for  Reception of patients  Collection of patient’s information  Assistance with Laboratory duties  Reviews and monthly reports on transactions.

QUALITY HEALTH, SAFETY AND ENVIRONMENT OFFICER

Forte Oil Plc, Lagos, Nigeria