Grace Ochuwa

Grace Chika Ochuwa (- |-| https://www.linkedin.com/in/ochuwa-grace-amore/ PROFESSIONAL SUMMARY Dedicated and results- driven Customer Service Representative with 5 years of experience in delivering exceptional customer support and fostering business growth. Demonstrated success in boosting ATM card sales by 80% through strategic communication and diligent follow-up. Skilled in process innovation, evidenced by the implementation of an automated broadcast system that reduced manual workload by 85%. Seeking opportunities in customer service and people management to leverage my skills and experience in enhancing organizational growth. EDUCATION Nnamdi Azikiwe University Awka 2013 - 2017 B.Sc., Political Science Chris College School 2004 - 2009 West African Senior School Certificate Examination PROFESSIONAL TRAINING CERTIFICATES Alison In view Diploma in Customer Service Young Professional Forum (DCLM) 2019 Graphic Design PROFESSIONAL EXPERIENCE NIGERIA INTERBANK SETTLEMENT SYSTEM Business Operations (Client Service Officer) • • • • • • • • • • • • March 2023 – Jan 2025 Communicated with banks for transaction dispute resolution. Managed NIP, POS, and BVN-related issues for banks and customers. Engaged and followed up with financial institutions on POS service downtime. Monitored POS and instant payment transaction platforms for prompt service recovery. Designed and distributed real-time downtime and resolution updates using PowerPoint. Utilized SQL to query data related to POS issues. Handled both local and international inbound and outbound calls. Managed assigned billers and ensured efficient resolution of e-Bills issues. Managed user access on designated portals. Responded to queries via email and helpdesk within assigned SLA. Recommended process improvements to enhance customer experience. Provided first-level support across multiple service areas. QUICKREMIT LIMITED Operations (Customer Service Representative) Oct 2022 – March 2023 • Responds to calls and ensures customer complaints are attended to in a timely manner. • Applying effective troubleshooting skills toward efficient resolution of customer complaints. • Meet personal/customer service team targets and call handling quotas. • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. • Keep records of customer interactions, process customer accounts, and file documents. • Applying knowledge of products and services in responding to inquiries and requests. • Processing orders, forms, applications, and requests. KEYSTONE BANK PLC Branch Operation Service (Customer Service Officer) • • • • • • • • • Nov 2019 – Oct 2022 Updated customer records in the system, including notes about interactions. Actively handled inbound and outbound calls. Managed existing customers' accounts. Responded to customer inquiries and provided first level support. Maintained customer databases and updated them periodically. Create and maintain reports about customer interactions. Participated in team-building activities. Pitched ideas for improving customer care. Made recommendations to management to improve customer experience. OPAY Call Centre Agent (Telesales Executive) • • • • • July 2019 – Sept 2019 Answered calls to clients to learn about and address their needs, complaints, or other issues with products or services. Responded efficiently and accurately to callers, explaining possible solutions, and ensuring that client’s feel supported and valued. Utilized software, databases, scripts, and tools appropriately to on-board new agents to the platform. Understood and strived to meet or exceed call center metrics while providing excellent consistent customer service. Made sales and recommendations for products or services that may better suit client needs. SKILLS    Presentation and facilitation Graphics design Microsoft tools  Excellent Organizational Skills     Proficient Communication Effective Problem-Solving  leadership skills Interpersonal relationship    Use of SQL Data analysis Use of CRM software Team work PERSONAL PROJECT AND INTERESTS   Sustainable Development Goal Advocacy Project (SDG NIG.) Reading, Research, Music August 2018 – July 2019