Chigozie Nwoko

CHIGOZIE LIVINUS NWOKO LAGOS STATE, NIGERIA PROFESSIONAL PROFILE    Customer Service and Communications Professional with excellent customer care and focus; ability to assess customers’ needs and provide correct answer, path, troubleshooting, or method for a positive customer experience. Possesses knowledge of and experience with information and communications technology. Disciplined with strong time management skills; able to work to deadlines. SKILLS      Strong interpersonal, relationship building and networking skills Customer service orientation Selling skills Negotiation abilities and conflict resolution Maximizing sales      Verbal and written communication skills Issue escalation and resolution Initiative and self-motivation Problem-solving orientation Empathy and emotional stability PROFESSIONAL EXPERIENCE AZA FINANCE 2nd floor, CIPM building. CIPM avenue. Alausa, Ikeja. Customer Service Associate. October 2019 – Till date JOB DESCRIPTION       Support and improve the entire customer journey from onboarding to post trade execution. Proactive outreach to clients to ensure client retention, and satisfaction. Provide customer product feedback and products feature request from regions to the management. Analytics and reconciliation; work with Finance team to reconcile old transactions Promote a customer-centric approach by setting high standards for client support, relationship management, and customer happiness. Ensure resolution to all client’s enquiries, requests and complaints, escalate when necessary. STERLING BANK PLC Head Office Annex Sterling Bank Plc. 286, Ikorodu Road, Ilupeju, Lagos. Customer Care Shift Manager August 2019 – October 2019 JOB DESCRIPTION   Managed a Team to ensure the contact centre is productive during my shift. Ensure that the monthly target for the virtual sales force is met    Ensure proactive cross-selling of new products and services to existing customers and ensure that feedback and complaints are escalated and resolved Approve customers’ requests initiated by the Team, follow up with escalations and pending issues Manage difficult interactions, provide general supports for the Team STERLING BANK PLC Head Office Annex Sterling Bank Plc. 286, Ikorodu Road, Ilupeju, Lagos. Complaints Management Personnel March 2017 – July 2019 JOB DESCRIPTION     Proactively engage customers to resolve issues encountered with the company’s products and services and cross-sell new products and services to drive sales. Communicate proactively and in a timely manner with other business units in relation to the progress of complaint resolution and permanently address the root causes of any issue. Ensure all customers with complaints are contacted with regular update till resolution. Follow up on escalated issues by liaising with relevant business areas to resolve issues arising from customer complaints, process or regulatory breaches. STERLING BANK PLC 12th Floor, Sterling Towers 20 Marina, Lagos. Customer Service Personnel December 2015 - February 2017 JOB DESCRIPTION    Decipher customer needs and offer best solutions based on proper company policies. Assisting in sales. Offer upgrades and new banking services or products. Handling problems. Effectively communicate ideas, suggestions and answers. Federal Government College Ikot-Ekpene, Akwa Ibom Lecturer: Computer Studies and Mathematics NATIONAL YOUTH SERVICE CORPS March 2014- February 2015 JOB DESCRIPTION  Prepared lecture notes in line with the school’s curriculum and course contents as well as continuous assessments and examinations for the students  Lectured SS1-SS3 students on Data Processing and Mathematics  Maintained accurate records and reports on students and their performances in line with set cut-off marks and assessments criteria IQ Systems Solutions Limited Faramobi House 432/435 Herbert Macaulay way Yaba, Lagos. INDUSTRIAL TRAINEE April 2012- September 2012 JOB DESCRIPTION  Installation and maintenance of computer hardware, software and peripherals equipment’s.  Worked with organizations large or small to maximize the value of their information technology resources.  Disaster Recovery and Contingency Planning, General IT services  Enterprise Content Management (ECM) solutions  Information (Data) and Document Capture, Systems Scanning (Digitalization) services. EDUCATION Caritas University Emene, Enugu State (B.Sc Computer Science And Information Technology) 2013 Mayflower Secondary School Ikenne, Ogun State 2009 Austin Nursery and Primary School Agiliti, Mile 12 Lagos 2002 (Senior School Certificate Examination) (First School Leaving Certificate) TRAINING    Livelink Administration And Workflow Design | IQ Systems Solutions Service Excellence | Star Sapphire Contact Centre Service Excellence | Triskel Consulting REFEREE Mr Ahaneku Emmanuel Access Bank PLC Lagos. Abokede Nurudeen Sterling Bank PLC Lagos. -