Chinelo Ngene--• https://www.linkedin.com/in/chinelo-ngene-cipr-bb101a19/#/
PROFESSIONAL SUMMARY
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Results-driven professional with over 14 years of experience in customer onboarding and
marketing/brand communications. Proven track record as a Customer Onboarding Specialist in
the fintech industry, excelling in client integration, training, support, and handling escalations to
ensure smooth transitions and high customer satisfaction. Experienced Marketing/Brand
Communications Manager with expertise in developing and executing comprehensive marketing
strategies, enhancing brand visibility, and driving engagement across multiple channels. Adept at
leveraging strong interpersonal and analytical skills to foster client relationships, optimize
processes, and deliver impactful marketing campaigns.
WORK EXPERIENCE
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DIRECTOR, CLIENT OPERATIONS & RELATIONS
Agencia Gutiérrez & Socios • San Francisco
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Sep 2024 - Present
Client Relations Management: Led relationship strategies, increasing client satisfaction by
25% through proactive communication and issue resolution.
Operational Leadership: Managed a team of 20, improving service efficiency by 30% and
overseeing client onboarding, service delivery, and account management.
Performance Tracking: Established KPIs, enhancing client retention and engagement,
leading to a 20% rise in repeat business.
Cross-Functional Collaboration: Worked with internal teams to align client goals and drive
continuous improvement.
Strategic Growth Initiatives: Expanded client relationships, achieving 15% growth in
upsells and new services.
Project & Process Management: Led client projects, implementing process improvements
that saved $150,000 and boosted engagement.
Risk Management: Reduced escalations by 40% by mitigating risks and resolving issues
promptly, significantly improving retention.
GROUP HEAD; MARKETING, PRODUCT MANAGEMENT & CUSTOMER SERVICE Nov 2017 Present
Page Financials • Lagos, Nigeria
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Led Marketing, Product Management, and Customer Service departments, driving strategic
initiatives to achieve company objectives.
Expanded Marketing department from 2 to 7 members, achieving a 40% increase in brand
recognition and winning 5 industry awards.
Optimized marketing strategies resulting in a 25% increase in sales revenue and a 15%
expansion of the customer base.
Improved SEO, achieving 1st-page ranking on major keywords and a 60% increase in organic
website traffic.
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Conducted market analysis to identify growth opportunities, leading to a successful market
expansion and 30% increase in market share.
Transformed an average-performing Profit Center (Branch) from 50% to 110% average
monthly performance within 2 months of taking over, driving a significant revenue boost.
Successfully set up a new Profit Center, achieving 100% monthly performance in just 3
months, contributing to overall company growth.
HEAD, MARKETING AND BRAND COMMUNICATIONS
Total Health Trust Limited – A Member Of Liberty Group • Lagos, Nigeria
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Forged strategic collaborations with industry influencers, resulting in a 25% increase in brand
recognition.
Redesigned website, increasing new website visits by 40% and inbound leads.
Conducted ongoing evaluation of marketing KPIs, achieving a 15% increase in marketing
effectiveness.
Analyzed team KPIs, resulting in a 15% increase in marketing effectiveness.
Developed Communication and Branding Strategies for THT that will increase awareness,
engagement, and commitment with all stakeholders. This includes traditional and online
advertising, sponsorships, strategic events, direct and database marketing,
digital/social/internet branding, public relations, product positioning, collateral/support
materials, web site development and communications, and all forms of marketing
presentations.
Ensuring regional marketing plans & execution are aligned with global marketing plan (value
proposition, positioning, marketing mix, etc.).
HEAD OF MARKETING & COMMUNICATIONS
Mahindra Comviva, Zoto • Lagos, Nigeria
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Nov 2013 - Apr 2015
Amplified social media presence by over 100%, enhancing engagement and brand visibility.
Orchestrated partnerships and events, resulting in a 50% booking surge.
Led development and execution of local marketing strategy, enhancing market penetration.
ONLINE CONTENT SUPERVISOR
Wakanow.Com • Lagos, Nigeria
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Apr 2015 - May 2016
Managed 6-figure budgets that generated revenue and growth throughout all major social
channels including Facebook, Twitter and Instagram.
Redesigned outdated Zoto mobile app leading to over 100% increase in app downloads.
Organized and implemented organic and paid marketing campaigns that generated over 200k
active app users consistently over a 6-month period.
Aligned efforts, consistently achieving revenue targets and improving customer acquisition
rates.
HEAD OF MARKETING & PUBLIC RELATIONS
Jovago.Com (Jumia) • Lagos, Nigeria
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Jun 2016 - Nov 2017
Feb 2012 - Oct 2013
Managed projects end-to-end, demonstrating strong leadership skills and attention to detail.
Designed and uploaded engaging videos, boosting website traffic.
Oversaw content quality and relevance, ensuring timely and impactful information.
Generated targeted advertising on the website, driving increased local engagement through
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advertising agencies.
Created and distributed both internal and external company communications effectively.
Independently managed dynamic social media presence across platforms, fostering broader
brand engagement.
Staff Writer/Digital Media Manager/HR Personnel
TW Magazine • Lagos, Nigeria
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Oct 2009 - Feb 2012
Managed online presence, delivering concise and informative content.
Drove subscription growth through effective campaigns.
Established official company presence on social platforms, facilitating customer engagement.
Conducted news coverage, interviews, and authored engaging articles and reports.
Sourced current happenings online for magazine content, showcasing research and content
curation skills.
Led Human Resource functions, facilitating efficient organizational operations.
EDUCATION
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Google Adwords Certification
Google Academy
2016 - Present
Mobile Advertising Certification
Google Academy
2016 - Present
CAM Diploma in Public Relations
Chartered Institute of Public Relations • United Kingdom
2015 - Present
Certificate in Marketing the Hospitality Brand through New Media: Social, Mobile & SearchSep
2013 - Oct 2013
Cornell University • Ithaca, New York, United States
MSc in Corporate Communication & Public Affairs
The Robert Gordon University • Aberdeen, United Kingdom
Sep 2013 - Jul 2016
Certificate in Foundations of Business Strategy
Jul 2013 - Aug 2013
University of Virginia - Darden Graduate School of Business Administration • Virginia, United States
BA in Mass Communication
Abia State University • Uturu, Nigeria
Mar 2004 - Oct 2007
SKILLS
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Growth Hacking
Advertising
Brand Management
E-Commerce Set-up
Integrated Marketing Communication
Campaign Planning & Execution
Public & Media Relations
Product Development
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Market Penetration and Retention
Agency Relations and Management
Budgeting and Resource Allocation
Digital Marketing
SEO
Website Management
Content Marketing
Business Development
Customer Service
Project Management
User Acceptance Testing
VOLUNTEER WORK
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Media Partnerships and Conference Communications
Feb 2024 - Present
Women in Management and Business and Public Service (WIMBIZ) • Lagos, Nigeria
AWARDS AND HONOURS
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Top 100 Career Women in Nigeria
2022
