Chidinma Olivia Awonuga

CHIDINMA OLIVIA AWONUGA Certified Customer Success Manager (- |- LinkedIn SUMMARY Customer Success expert with over five (5) years’ experience in quality service delivery, customer relationship management, continuous improvement techniques and project management with a track record of developing client centric solutions that increase customer retention and deliver organizational success. EXPERIENCE Client Service Advisor CFAO Nigeria (Mitsubishi Motors) - Lagos, Nigeria • Feb 2020 - Sept 2022 Designed process flows that decreased average wait times by 67% and enhanced customer satisfaction by 80% Managed the CRM database, proffered timely personalized solutions to customer problems and documented updates at every point of contact. Proactively collated and analyzed customer feedback from surveys and implemented data -driven improvement plans for best practice to build trust and maintain customer relationships. Drove lead conversion by onboarding activities, regular customer engagement, tracking renewal rate for vehicle maintenance contracts and implementing a loyalty reward scheme. Collaborated with marketing and sales teams on service improvement initiatives, identified process gaps and presented progress reports to stakeholders. • • • • Customer Service Lead Access Bank Plc - Lagos, Nigeria ● ● ● ● ● ● Sept 2017 - Sept 2019 Increased year-on-year client satisfaction rating to B+ and A in 2018 and 2019 respectively from previously recurring C. Implemented viable processes to enhance client experience and supersede CSAT goals Improved brand loyalty by monitoring customer feedback, reviewing escalations and resolving complaints within the SLA. Co-ordinated and provided support to customer service representatives. Led training and regular evaluation of customer service representatives to ensure product & policy knowledge. Liaised with clients to understand their needs and Identified opportunities to upsell & cross sell. Project Quality Assistant CRS Waterboard - Calabar, Nigeria • • • Nov 2015 – Oct 2016 Generated yield reports and developed work schedules for increased productivity. Conducted quality testing on samples and monitored performance to ensure conformity to standards. Ensured proper documentation for reference purposes and progress tracking. EDUCATION Kwame Nkrumah University of Science and Technology- Kumasi, Ghana BSc. (Hons) Chemical Engineering TRAINING ● ● ● ● Customer Experience (CX) Management Fundamentals Google Data Analytics Quality Improvement Associate training, ASQ Certified Customer Success Manager, CCSM level 1