ENDURANCE CHIMEREUCHEYA ISAIAH
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Objective:
I am passionate about developing and motivating a team of driven, customer centric
colleagues in a fast paced environment, while maintaining high quality standards. I am
empathetic, tactful and innovative, with over 15 years of experience in customer care and
client management. I have excellent relationship management skills which has contributed
in team playing and building roles as well as customer support. Expert at providing relevant
information and options to effectively resolve issues. Upbeat and energetic with grace in
handling difficult situations through resourcefulness and adaptability. I pay attention to
fine details, multitask as well as prioritize whilst remaining calm under pressure. Keen to
expand my knowledge and become a member of a dynamic organization.
Work History
INDEPENDENT TRAVEL AGENT
August 2024 – Current
DREAMPORT
Duties/Accomplishments
Answer all enquiries from clients and potential clients
Listen actively, collect and correctly record clients’ details on application
Respond to Leads provided by company via phone and email
Build rapport with client to enhance relationships
Read and explain flight itineraries to clients
Make sales of airline tickets and associated services
Tailor-fit services to the needs of individual clients
Follow-up with clients using the lead handling standards
Collaborate with other teams in providing individualized service to clients
Stay updated on offers, services and trends to adequately serve clients accordingly
UNIT HEAD, CARDHOLDERS SERVICES
September 2019 – December 2021
GUARANTY TRUST BANK PLC NIGERIA
Duties/Accomplishments
Managed and supervised a team of over 40 Inbound Customer Service
representatives and 5 Supervisors.
Tracked teams KPIs and ensured set targets were achieved
Responsible for all card support functions in the team
Resolution of card usage complaints, disputes, chargeback and refund processing
Organized training, coaching, mentorship, performance evaluations and appraisals
Performance reporting and presentation to management
Liaised with card processors, stakeholders and management on issue resolution and
service enhancement.
Processed card requests and generated credit card statements per request
Reconciliation of account or credit card statements
Generated and resolved service requests and follow through to ensure requests
were closed out within agreed timelines
Identified opportunities, supported and participated in process improvement
initiatives.
Identified and cross-sold opportunities and referred customers to relevant units to
improve customer experience
Promoted full suite of products, sales, services and banking capabilities
Ensured necessary due diligence to support the accuracy of customer transactions
Digital literacy across a broad range of devices with advance keyboarding skills,
internet and computer navigation
Engaged merchants ifo cardholders to ensure seamless card transactions
BACK UP, UNIT HEAD CARDHOLDERS SERVICES
June 2016 – September 2019
GUARANTY TRUST BANK PLC NIGERIA
Duties/Accomplishments
Provided support functions to supervisors and agents to improve customer
experiences
Monitored performance, identified training needs and trained team members
Motivated team members and met our teams KPIs for several months
Encouraged improved performance through personalized celebration
Commenced monthly reward schemes to celebrate and maintain excellent
performing staff
Evaluated agent’s efficiency through one-on-one feedback and coaching sessions to
promote teams’ growth.
Lead training sessions to enhance the skill sets of team members
Effective live call monitoring and real time support to team members
Generated reports on teams performance and presented to management
Attended to all card queries both internal and external customers via calls and email
Initiated charge back claims ifo customers using Bank tools and solutions
Ensured Avaya, computers and other equipments work efficiently.
Scheduled team members based on analysis of call trends
SUPERVISOR, CONTACT CENTER AND QUALITY ASSURANCE / TRAINING
September 2013 – June 2016
GUARANTY TRUST BANK PLC NIGERIA
Duties/Accomplishments
Recruited and trained new hires on the Banks’ products and services
Trained new employees on the use of bank’s software and hardware technology
Coached and helped integrate new employees to the contact center environment
Managed a team of 15 agents
Tracked teams KPIs and ensured set targets were met
Evaluated agents efficiency through one-on-one feedback sessions and performance
reviews
Responded to customers emails and promptly resolved complaints
Provided support to my team during live calls which enhanced efficiency
Compiled reports on customers prospective and teams performance and presented
to management
Responsible for scheduling and rostering my team based on call volume
QUALITY ASSURANCE ANALYST / TRAINING PERSONEEL
January 2012 – September 2013
GUARANTY TRUST BANK PLC NIGERIA
Duties/Accomplishments
Actively participated in recruitment and training new employees deployed to the
Contact Center
Assessed agents calls either remotely or live to ensure quality standards were met.
Ensured timely and constructive feedback were provided for reviewed calls.
Coached underperforming employees to improve and maintain quality standards.
Evaluated the performance of staff under my charge
Provided feedback to management on staff performance during monthly meetings
INBOUND TELEPHONY, CONTACT CENTER REPRESENTATIVE
August 2009 – January 2012
GUARANTY TRUST BANK PLC NIGERIA
Duties/Accomplishments
Responded to inbound calls and provided assistance to customers
Handled customer inquiries, complaints and requests on various banks products and
services.
Resolved challenging complaints from irate callers, followed through and provided
timely feedback thus built trust and loyalty.
Provided assistance to branch staff in resolving customers’ requests
Responded to emails from external and internal customers
Raised service requests through customer experience Manager to resolve complaints
Key Accomplishments
Recognized as Most Customer Centric Agent (2010), best performing Contact Center
Agent (2011 out of 120 representatives in the division) and best transaction officer
(2012 in a branch)
Co-developed on-the-job mind mapping program (X-Mind) that reduced training time
and helped new hires quickly understand call and process flow.
Became a ‘go-to-person’ for new employees especially during challenging calls
Voluntarily acquired professional certification in Customer Service in a bid to enhance
customer experience and improve productivity.
SENIOR ACCOUNT MANAGEMENT EXECUTIVE
December 2007 - August 2009
DOVAN CONSULT LIMITED, LAGOS. NIGERIA
Duties/Accomplishments
Client relationship management
Sales via effective marketing communications
Consultation and advisory on products
Event planning and co-ordination.
Key Accomplishments
Assisted in coordinating events such as MTN/ Sound-City Campus blasts and RVI
Monthly cocktail which generated monthly average revenue of over $18,000
respectively.
Used various marketing communication strategies to develop client briefs to ensure
maximum awareness and sales.
Championed relationship with clients and ensured projects were delivered on time
according to client’s briefs.
Education / Professional Qualifications
Associate of Science: Phlebotomy Technician
Health Inheritance: School of Allied Health. Lekki. Lagos. Nigeria
February 2019 – August 2019
Higher Diploma: Science Technology –Microbiology
Federal Polytechnic Nekede - Owerri, Imo State
September 2003 – August 2005
GPA: 3.18
National Diploma: Science Technology
Federal Polytechnic Nekede – Owerri, Imo State
September 2000 – August 2002
GPA: 2.73
High School Diploma:
WASSCE (High School) National Professional Secondary School – Rivers State
September 1994 – August 2000
First School Leaving Certificate
Umuakwu Nsulu Primary School, Abia State - September 1989 - August 1994
Accomplishments
Co-resolved product issue through innovative Mobile App initiative.
Co-developed training program which improved on-boarding of new hires.
Certification
CERTIFIED CUSTOMER SERVICE PROFESSIONAL February 2011
Proficiency
Excellent computer skills - Proficient in the use of MS Word, Excel, PowerPoint, core
banking applications as well as CRM, Citrix, MasterCard Online.
Good knowledge of contact center processes, metrics and technology.
Good problem-solving skills
Great people management skills and good team player
Call center service operations skills
Customer-focused quality service
Great communication skills
Adaptability and mentoring skills
Patient and ability to remain calm under pressure
References
Available on Request
