Chidinma Emmanuella Nnamani

CHIDINMA EMMANUELLA NNAMANI Customer Service Representative Lagos, Nigeria-- Linkedin PROFESSIONAL SUMMARY Dedicated Customer Service Professional with 5+ years of experience managing customer interactions and delivering exceptional support. Led a team of 30+ representatives, focusing on training, performance monitoring, and adopting new methodologies. Consistently improved customer satisfaction by implementing feedback systems that reduced ticket handling times by 25%. WORK EXPERIENCE Deputy Team Lead Customer Service FairMoney Microfinance Bank April 2023 – Novemeber2024 • • • • Supports agents in resolving complex escalations with accuracy and empathy, achieving a 90% CSAT improvement through rapid response times Automated and refined processes to reduce response times by 20% and improve engagement. Tracked and analyzed customer service KPIs (CSAT, FCR), contributing to a 25% reduction in ticket handling times. Trained and onboarded 10+ new hires quarterly, ensuring they met service standards within their first month. Quality and Training Analyst FairMoney Microfinance Bank January 2022 – March 2023 • • • Conducted 200+ weekly quality audits across multiple customer interaction channels to ensure compliance and service excellence Defined and monitored key metrics, CSAT (90%), NPS (+20%), and First Contact Resolution (85%) to enhance performance. Developed training materials that improved agent efficiency by 15% and reduced customer complaints by 30%. Customer Service Representative FairMoney Microfinance Bank March 2020 – December 2021 • • Managed 2,000+ client inquiries monthly via phone, email, and chat, ensuring 90% satisfaction scores. Successfully resolved 85% of cases on first contact, reducing follow-ups and improving efficiency • Collaborated with finance and compliance teams, reducing recurring customer complaints by 15%. Customer Success Associate Outcess Solution Limited Nigeria October 2019 – February 2020 • • • • Led the onboarding of 50+ new clients, ensuring a smooth transition and understanding of company services Increased client retention by 25% through proactive engagement and personalized support strategies. Maintained accurate client data records, reducing information retrieval time by 40%. Addressed and resolved 90% of client inquiries independently, reducing service delays. SKILLS • • • • • • • Customer Support & Relationship Management CRM Tools (Freshdesk, Salesforce, HubSpot) Multichannel Communication (Phone, Email, Chat) Data Analytics & Performance Monitoring Process Optimization & Automation Training & Onboarding Quality Assurance & Compliance EDUCATION B.Sc. (Hons) Food Science and Technology (Second Class Upper) Federal University of Agriculture, Abeokuta | 2015 CERTIFICATION Customer Service Excellence – LinkedIn Learning (Nov 2024) Data Analytics (Excel, SQL, Power BI) – Dec 2023 NLP Certified Contact Centre Professional – May 2021 objectives. Collaborate on identifying emerging trends, customer needs, and opportunities for service improvement. Contribute to the long-term strategy for improving customer satisfaction, retention, and growth. Support in