Ihunda Owabie

IHUNDA CHRISTIANA OWABIE RIVERS STATE -,- PROFILE A detail-oriented and highly organized Legal Practitioner cum customer service executive well-versed in providing seamless support to executives, as well as independently performing administrative tasks, review of contracts, experience in customer support, handling customer complaints with effortless efficiency seeks a position with a top organization. QUALIFICATIONS- Nigerian Law School, Lagos, Barrister-At-Law (Second Class Division- Rivers State University of Science and Technology, Bachelor of Law (Second Class Division- Thesis: Domestic Hooliganism: The Nigerian Case Federal Government Girls’ College, Owerri, Senior Secondary School Certificate (SSCE) Masters of Law LLM ( In view) PROFESSIONALEXPERIENCE Manager, Customer Success Capsa Technology - - (Nov 2021 -date) Onboard new vendors or the GETCAPSA.com platform ensuring required documentation is properly uploaded Drive continuous and value driven engagement with anchors, vendors, and investors Highlight customers issues and communicate with various internal teams to ensure resolution. Assist customers across multiple channels including email, phone calls, live chat, WhatsApp, and other written correspondences. Respond to customer enquiries and provide support on use of the GETCAPSA platform and services provided. Define, manage, and measure all aspects of customer success, driving customer satisfaction, retention rates and growth Manage the end-to-end customer lifecycle to ensure issues are resolved accurately. problem solving and escalating to higher level technical support as needed Maintain documentation for queries, issues, process steps and resolutions and always protecting confidential and sensitive customer information. Manage the lifecycle of the customers on the GETCAPSA platform Manage other members of the customer success team and delegating tasks Overseeing customer retention within the Platform Ebusiness Customer Experience Management officer Providus Bank Head Office (January 2020 – July,2021) Functioning as an Ebusiness customer Experience Management officer for Providus Bank Head Office with responsibilities that include • Handling a variety of complaints via Emails ,Telephone calls and Whatsapp and also facilitating quick and efficient resolution of customers issues relating to e-channels. • Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. • Preparing daily and monthly reports for all issues and complaints received. Customer service officer Zenith Bank Head Office (April 2017 – January 2020) Functioned as a customer service officer for Zenith Bank Head Office with responsibilities that include • • • • • Attracts potential customers by answering product and service questions; suggesting information about other products and services. Opening customer accounts by recording account information. Maintaining customer records by updating account information. Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Maintaining financial accounts by processing customer adjustments. Preparing product or service reports by collecting and analyzing customer information. Contributing to team effort by accomplishing related results as needed. Key accomplishments • Preparation of training manuals for bank wide training of staff on data store management • Training of staff for the use of new applications for data store management by featuring as lead on a bank wide video Associate Sterling Law Alliance (Legal Practitioners & Notaries Public) (January 2016 – March 2017) Functioned as an Associate Attorney at Sterling Alliance with roles that include; • Conducting research to properly advise clients, • Develops litigation strategies, preparing legal opinions, case studies and making presentations, • Gathering evidence to support claims, preparing legal documents and representing clients in court. • Providing updates and regular consultation with senior associates. • Drafting of court processes, official letters, Deed formal agreements between parties  Secretarial and administrative duties • Counseling and advising clients on legal matters and conducting client interviews. of Conveyance and Junior Legal Adviser (October 2014 – October 2015) Legal Department of the Oyo West Local Government Secretariat, Oyo State Functioned as the junior legal adviser to assist the Chief Legal Officer in ensuring that effective legal support is provided, to propose and implement improvements to current legal processes and to assist the Chief Legal Officer where needed • • Provision of legal support in a range of other legal matters including secretarial, data protection and IT; Supporting the management of legal priorities and objectives within the business; • Building relationships with commercial colleagues and embedding awareness of legal risk management and corporate policy issues Key accomplishments • Supporting operational teams with legal advice on commercial contracts, including drafting, reviewing and advising on service agreements (both inward and outward), framework agreements, tender and related agreements • Administration of supplier due diligence activities and review of associated documentation (both regulatory and insurance innature) in line with internal processes and requirements; SKILLS Microsoft Office Suite Excellent Verbal and written communication skill Database Management Project Management Presentation Preparation Customer Service Quality Focus Problem Solving Documentation Skills Listening Phone Skills Resolving Conflict Analyzing Information Multi-tasking CRM Leadership ACHIEVEMENTS PROFESSIONAL MEMBERSHIP  PERSONAL BIO Nationality: NIGERIAN Language: ENGLISH (Fluent) Marital status: MARRIED Member, Nigerian Bar Association (NBA) INTEREST Scrabble REFEREES : Writing Available on request Volunteer work Travelling