AMARACHI IKPEOHA
Location: Lagos, Nigeria.
E-mail-PhoneNo:-
LinkedIn:AmarachiIkpeoha
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Professional Summary
Customer service professional with a demonstrated commitment to providing incredible service for
the past 5 years. Strong communication skills that allow me to listen to a customer’s problem and
suggest acceptable solutions. Quick and thorough decision maker with the ability to resolve customer
concerns while keeping everyone satisfied. Dedication to keeping my skills and knowledge up to
speed by learning new computer software, working with innovative customer service approaches
and being part of a team of knowledgeable colleagues.
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SKILLS AND ABILITIES
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Competence in minute writing
Competence in memo-writing
Competence in computer application
Excellent interpersonal and communication skills
Strong listening and communication skills
Ability to work with little or no supervision
Top customer service skills
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CERTIFICATIONS:
Certificate of learning for the 2020 anti-money laundering(AML) e-course
Certificate of learning for the 2020anti-bribery and corruption(ABC)e-course
Certificate of learning for the 2021anti-money laundering(AML)e-course
Certificate in anti-money laundering(AML/CFT)compliance requirement(UDEMY)
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CAREER HISTORY:
August 2021 till Date
Customer Support Lead
IleeroPay
Outline: Worked within the customer service team, attended to inquiries and resolved customer
issues inregards to their on-boarding processor transaction. Report to the CEO.
Key Responsibilities:
Interacting with customers from the United Kingdom everyday via phone or ticketing system.
Timely escalations and resolution of complaints to our transfer partner's regarding pending and
failed transfers.
Assist customers on their on-boarding process
Responsible for quick, fast and efficient customer support on various channels
Daily reconciliation of the company's accounting ledgers to agree our transfer partner's ledger
Maintaining a comprehensive record of all approved and processed payment.
Handling bulk mailings to customers using mail chimp.
Ability to use Freshdesk and Zendesk as a CRMtool
Ability to use Jira to assign and track issues
Prepare weekly report to keep track of the team’s efficiency.
Assisting customers ID verification process.
Updating the daily exchange rate.
Scheduling and sending out push notifications to our customers.
Keeping record of customer’s interaction and transactions
Nov 2019 till July 2021 Customer
Support Team Lead Transsnet
Financial(PalmPay)
Outline: Worked with a team of 20 people and managed customers complaints on the chat platform.
Report to the customer service manager.
Key Responsibilities
Listening to customer’s complaint and resolving it.
Taking down customer’s failed transaction and escalating for resolution.
Keeping record of customer’s interaction and transactions.
Achieving target KPI set by the company
Prepare weekly report to keep track of the team’s efficiency.
Monitoring CSR’s performance on the chat platform.
Nov2018-Oct2019
Customer Care Agent
AvantGarde Management Services (Lagos state emergency)
Outline: Worked with a team of 100 CSRs, we attended to all emergency cases in Lagos state Nigeria.
Report to the team lead.
Key Responsibilities:
Emergency response consultant
Directing all emergency to the appropriate agency
Ensuring that outside emergency services are notified when necessary
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EDUCATIONAL QUALIFICATION:
DATES ATTENDED
INSTITUTION
QUALIFICATION
Michael Okpara University of
Agriculture,Umudike
B.Sc. Banking and Finance
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HOBBIES
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Reading good books, travelling and listening to good music
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REFEREE
Will be provided on request.
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