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Ezeugo Amarachukwu
Faith
Professional Summary
Onitsha Anambra State,
Nigeria
H: -
C: -
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Skills
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Excellent communication
skills
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Strong interpersonal skills
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Team spirit
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Complaint resolution.
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Ability to work under
Personable Customer Service Officer consistently striving to meet and exceed
performance targets. I satisfy customers with swift issue resolution and
attention to unique service requirements. I communicate proactively and I tend
to be creative in solving problems. I strive towards excellent service delivery
with expertise in customer retention. I'm certified in Customer Relationship
Management and currently undergoing training in Data Science and
Cybersecurity. I'm also proficient in the use of MS office tools, social media and
digital marketing. I'm a very fast learner and an excellent achiever.
Experience
FIDELITY BANK PLC | Onitsha Anambra, Nigeria
March 2021 - Current
CUSTOMER SERVICE OFFICER (Team lead)
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payments and correcting errors thereby reducing TAT for processing tickets
minimal supervision.
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Leadership skills
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Tech savvy
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Data Entry
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Information Protection
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Customer Support
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Documentation and
Reporting
I supported customers needing help with setting up accounts, processing
by 20% which led to increased customer satisfaction and 80% customer
retention within the past one year.
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I managed the evaluation, generation and upload of account numbers and
documents on CRM customers' databases in order to ensure that each
customer has the correct details maintained on our database.
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I oversee the daily activities in the unit to ensure smooth running of
operations which led to seem less transactions for customers.
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I monitored all ATM activities including issuance, requisition,
maintenance, balancing the stock of ATM cards and optimizing ATM
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Call Center Operations
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Upselling
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I ensured that transactions are done in line with the company's policies.
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Records Maintenance
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I increased accounting accuracy by reviewing and reconciling charges.
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Database Management
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I was instrumental to the continuous improvement initiatives by
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Empathetic.
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Solution driven.
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Customer centric.
Machines to achieve at least 95% uptime.
encouraging team members to share insight and expertise thereby
enhancing teamwork.
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I trained and onboarded newly hired employees by explaining company
policies and job duties.
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I educated customers on alternative E-channels for their daily transactions
based on expert, up-to-date product knowledge.
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I collaborated with team members in various units in order to deliver
quality customer experience.
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I followed up with customers to offer additional support and check
resolution satisfaction.
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I delivered fast and friendly service to handle questions and service
complaints.
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I collaborated across departments to resolve customer-related issues.
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I built trusting relationship with customers to better understand their need
so as to proffer lasting solutions.
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I handled customer inquiries, payments, service requests, concerns and
complaints.
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Met personal, team and company goals in customer service environment.
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Documented, researched and resolved customer service issues.
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I escalated queries related to issuer and acquirer dispute to the right unit
for prompt resolution of failed transactions on ATMs and Point of Sales
(POS).
NATIONAL DRUG LAW ENFORCEMENT, NDLEA | Abuja, Nigeria
July 2019 - June 2020
SECRETARIAL ASSISTANT
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I established that recorded information is accurate and addressed to the
appropriate quarter by proofreading outbound files.
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I learnt the operational skills for scanner, printer and common office IT
equipment.
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I facilitated fast and efficient circulation of internal memos, internal mails
and outgoing mails.
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I upheld strict confidentiality of sensitive information.
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I developed positive customer relations with new clients and customers.
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I reviewed and prepared correspondence letters, memorandum and emails.
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I reorganized filing systems for better efficiency and more streamlined
processes.
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I developed myself with advanced knowledge of Microsoft Office and
common office software.
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Compiled records, materials and forms needed to handle different requests.
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I made sure files are organized and updated file, keeping records easily
retrievable.
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Offered professional first impression to visitors and callers and gave
knowledgeable assistance.
MOBYTRACO ENTERPRISES | Onitsha, Nigeria
January 2013 - January 2019
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PUBLIC RELATIONS OFFICER (part-time)
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Working part time during the holidays whilst studying for my first degree in
the University of Port Harcourt
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Key responsibilities involved:
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Taking stock of raw materials and products
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Attending to customers and ensuring an excellent customer experience
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Working closely with the other members of staff to ensure timely delivery
of products.
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Ensuring that customers' product specifications are met.
Education
February 2019
BACHELOR OF SCIENCE- FIRST DEGREE - Plant Science and Biotechnology
UNIVERSITY OF PORT HARCOURT, Port Harcourt Rivers State, Nigeria
GPA: 2:1
July 2014
HOLY INNOCENTS JUNIORATE CONVENT, NKPOR
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Recipient of Calvary Care Scholarship for the most outstanding 2013/2014
WASCE result.
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Top 2% of the class
Certifications
Project Management Customer Service Professional Google Digital Marketing
Human Resource Management Customer Experience
Language
English
Proficient (C2)
German
Beginner (A1)
French
Beginner (A1)
