Chinaza Maryann Okeke
About Me
A highly focused, skilled, versed multifaceted Customer support, operations and quality assurance specialist, passionate about building strong customer relationships, improving customer experience and driving brand loyalty. Focused on supporting cross-functional teams to develop strategic plans for service excellence and optimizing business operations. Skilled data analyst, adept in conducting researches, presenting reports and making recommendations on relevant trends to facilitate strategic planning. A results-driven professional recognized for resourcefulness and competence in managing various jobs successfully. Possess a breadth of work experience spanning over 4 years in business development, customer service, and relationship management roles.
Dedicated & goal-oriented in carrying out tasks and delivering quality results without compromising policies. Digitally savvy with proficiency in using computer software programs & Information Tech tools.
I would love to divert into tech, I would love to train and volunteer as a junior data analyst and create a career path in this field of tech.
Education
Enugu State University Of Science And Technology
Work & Experience
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.