Chineze Obiako

Chineze Obiako linkedin * WebsitePortfolio* Credly SUMMARY Result-Oriented Customer Success & Virtual Support Professional with 15+ years of progressive experience delivering operational excellence across different sectors. Skilled in driving customer satisfaction, streamlining operations, customer onboarding, supporting senior executives, managing customer-facing teams, cultivating profitable relationships, leveraging data for strategic decision-making, fostering stakeholder collaboration, and managing product life-cycles. Proven ability to manage high-volume service teams (500+ locations), coordinate cross-border projects, and optimize workflows that resulted in 95% improvement in issue resolution time. I bring calm, accountability, and efficiency to every interaction, leveraging tools, data, and empathy to turn complexity into clarity and customer frustrations into loyalty. CORE SKILLS • Empathy and Collaboration • Zendesk & Salesforce CRM Administration • SaaS Platform Support • Customer Success & Engagement • Data Analysis & Dashboard Creation • Product Lifecycle & Project Management • Onboarding, Training & Development • Process Improvement & Operational Efficiency • Virtual & Executive Assistance • Emotional Intelligence & Team Building • Omnichannel Communication • Time Management & Problem Solving • Knowledge Base Creation • Google Workspace, Microsoft Office, Zoom • Office Administration KEY ACHIEVEMENTS & RESPONSIBILITIES Administrative Officer (Volunteer) RCCG – The Redemption House Area | Jan 2018 – Present Administrative & Operational Management • Oversaw daily church operations, maintaining accurate confidential records of over 200 members, supervising procurement and inventory management of office supplies. Financial Management & Reporting • Tracked income from different sources for accurate reporting and audit. • Submitted timely monthly financial reports to Headquarters with 100% compliance. Communication, Community Engagement, & Volunteer Coordination • Managed internal/external communication channels (phone, email, and in-person). • Trained & supervised volunteers, fostering a culture of service and collaboration. • Coordinated with ministry leaders to plan/execute church events, in alignment with church vision & goals. Marketing and Customer Success Specialist (Freelance) Drinks-a-Deo Ventures | Apr 2018 – Dec 2024 Marketing & Brand Development • Conducted in-depth market research, and implemented targeted marketing strategies that resulted in a 30% expansion of the customer base and a 20% increase in sales revenue. Customer Success & Relationship Management • Built a customer support pipeline, resolving 95% of issues at first contact, and increased retention by 12%. Virtual Assistant (Remote) Group Head Remittances, Ecobank Group | Jan 2015 – Feb 2018 Executive & Administrative Support • Managed cross-country schedules, meetings, presentations, and confidential communication for the GH. • Assisted in handling escalated customer and partner queries relating to affiliate remittance services, ensuring professional and timely resolution of issues. Data Management & Reporting • Consolidated reports from 36 countries into digestible weekly & monthly dashboards. Market Research & Business Intelligence • Delivered market research and intelligence report to shape competitive remittance strategy. Head Customer Support, Remittances Ecobank Nigeria | Jan 2012 – Oct 2017 Strategic Leadership & Operations Management • Directed daily operations of a centralized support for 500+ locations and servicing over 2000+ front-line associates, achieving a 35%+ improvement in service quality. • Developed and implemented customer support frameworks, including policies, escalation procedures, and SLAs, leading to a 95% reduction in recurring customer issues. Customer Experience & Partner Management • Resolved 3,000+ customer queries annually, focusing on transactions, platform issues, and compliance-related concerns, while maintaining a customer satisfaction rate above 90%. • Successfully onboarded over 500 locations and 2000+ frontline associates onto SaaS platforms, and expanded support footprint by acquiring and managing sub-agents. Team Development & Performance Monitoring • Created and delivered onboarding & on-going training programs for 1000+ associates yearly, increasing system adoption rates and product proficiency by 35%. • Developed and maintained performance dashboards to monitor key metrics (e.g., transaction volumes, NPS, CSAT, ticket resolution time, non-compliance), and delivered profitability reports to management, supporting strategic decision-making and resource allocation. Process Optimization & Compliance • Identified and closed operational gaps by championing audit readiness, redesigning workflows and eliminating redundancies, increasing support efficiency and enabling faster query resolution by 40%. Product Manager, Remittances Ecobank Nigeria | Jan 2012 – Feb 2018 Product Strategy & Lifecycle Management • Defined & executed growth-focused strategies for remittance products, exceeding annual targets & earning $370K+ in performance bonuses. • Spearheaded & launched automated tool that saved 500+ reconciliation hours annually, minimized potential revenue leakage, & increased transaction processing efficiency by 40%. • Led seasonal product campaigns, resulting in a 15% growth in revenue and increased customer engagement. Compliance & Risk Mitigation • Authored and enforced product documentation including Service Level Agreements (SLAs), user manuals, achieving two consecutive years of 'Satisfactory' internal audit ratings (>85%). • Analyzed customer data to detect and address non-compliance & mitigate risks. Cross-Functional & Partner Collaboration • Built and maintained high-trust cross-functional team & partner collaboration, resulting in smooth go-to-market execution, issue resolution, compliance & a 65% increase in growth EDUCATION Master’s in Business Administration University of Benin • Benin, Nigeria Bachelor's degree in Education (Physics) University of Benin • Benin, Nigeria CERTIFICATIONS & COURSES Salesforce CRM Administrator (Salesforce) Virtual Assistant: AI Career Essentials (ALX Africa) Social Media Management (Hubspot Academy) Zendesk Omnichannel for Agents (Zendesk Academy) Agile and Project Management Fundamentals (IBM SkillsBuild)