Chinwendu Ekekwe

CHINWENDU EKEKWE CONTACT Email:- PROFILE inwendu-ekekwe/ An enthusiastic and results-driven professional with over 6 years of experience in overseeing business operations. Proficient in leading cross-functional teams of customer service officers and implementing strategies to enhance productivity, efficiency, customer retention, and profitability. Adept at personnel development and process optimization. Demonstrated ability to cultivate strong relationships with clients, vendors, and team members to drive business growth. Seeking to leverage my skills and expertise as a Customer Support Specialist to contribute to the success of your organization. SKILLS EXPERIENCE Linkedin:https://www.linkedin.com/in/ch ◦ CUSTOMER RELATIONSHIP CUSTOMER SUPPORT SPECIALIST (CONTRACT) ◦ PRODUCT MANAGEMENT ◦ ADMINISTRATIVE EXPERT Chujek Limited (Lagos Nigeria) August 2023 - February 2024 ◦ ORGANIZATIONAL SKILLS ◦ MICROSOFTOFFICE PROFICIENCY ◦ COMMUNICATION SKILLS ◦ GOOGLE SUITE PROFICIENCY Trained and supervised the customer service officer on inward and outward call etiquettes. Served as the interim customer support executive. Handled customer enquiries and ensured appropriate resolution of issues and escalation where required. Trained staff on the appropriate utilisation of CRM softwares for customer satisfaction and organizational growth. ◦ PROBLEM SOLVING SKILLS TEAM MEMBER (OPERATIONS) Growth & Dev Asset Mgt Limited (Lagos Nigeria) September 2021 – July 2023. EDUCATION National Open University of Nigeria, Lagos. Processed over 50 transactions daily, leading to a remarkable 98% decrease in transaction time, thereby driving a notable 45% surge in customer satisfaction levels. Completed Know Your Customer (KYC) procedures for more than 2000 companies and facilitated the booking of over 1000 loans within a single month. 2024 Effectively managed investment portfolios for over 500 clients and orchestrated the seamless transition to digital platforms. Post-graduate Diploma, Public Administration Maintained meticulous records and transaction logs with a flawless accuracy rate of 100%. Federal Polytechnic Oko – Anambra State, Nigeria Skillfully computed loan repayment schedules and effectively negotiated lower interest rates, leading to a substantial 5% decrease in interest costs. 2014 Higher National Diploma, Public Administration Collaborated with vendors to ensure the timely delivery of goods and services, resulting in an average reduction of 25% in procurement time and a discernible 10% enhancement in customer satisfaction. Institute of Management & Tech – Enugu State, Nigeria CUSTOMER SERVICE OFFICER 2010 Fidelity Bank PLC. (Lagos Nigeria) Ordinary National Diploma, Public Administration July 2014 - August 2021. CERTIFICATIONS Hibreed.io Product Management Accelerator Training Africa Agility 8 weeks Intensive Product management Bootcamp. Dataluem Strategic HR Analytics and Performance Management Africa Leadership Group ALX Virtual Assistant Training Programme Consistently delivered top-notch customer service, both in written and verbal communication, ensuring alignment with brand promises. Proactively identified critical customer service issues and escalated them to the appropriate channels for resolution. Led the customer service team to enhance the customer retention rate from 81% to 91% through proactive account management strategies. Successfully resolved an average of 1000 inquiries per week while consistently meeting performance benchmarks in speed, accuracy, and volume. Effectively communicated information about the bank's products and services, leading to increased customer interest in new product lines through successful cross-selling efforts. Achieved recognition as the top compliant team in the region for maintaining industry regulatory compliance standards. Organized strategic training sessions focused on troubleshooting skills, which significantly enhanced the team's knowledge base in handling simple troubleshooting tasks. ADMINISTRATIVE ASSISTANT Conmek Global Services (Abuja, Nigeria). Google, Coursera Technical Support Fundamentals February 2011 – December 2011. Alison Developing Quality Customer Service Skills Established and managed both paper-based and electronic filing systems for records, correspondence, and other essential materials. Managed scheduling and confirmed appointments for the MD/CEO, clients, and customers. Supported the Human Resource manager in organizing recruitment processes, onboarding, and training activities. Orchestrated conferences and meetings, optimizing productivity through a well-designed meeting agenda template. Conducted thorough research using the internet and other sources to gather necessary information and data aimed at improving services. References are available on request.