Lilian Chidozie Eze

LILIAN CHIDOZIE EZE ABOUT ME I help companies deliver fast, high-quality customer support to scale, improving satisfaction and turning customers' issues into long-term loyalty. With experience handling 100+ daily support requests, I specialize in first contact resolution, de-escalation, and CRM management, while proactively identifying patterns in customer feedback to improve products and reduce repeat issues. WORK EXPERIENCE COMMUNICATION MANAGER – LANAROC COOPORATION – 19/12/2025 – Current – LONDON, UNITED KINGDOM ●​ Managed end-to-end client communication pipelines, ensuring consistent follow-ups and zero lead drop-off ●​ Maintained and optimized CRM systems, improving lead tracking accuracy and response efficiency ●​ Schedule follow-ups and meetings to enhance client engagement and retention. ●​ Identified communication gaps and implemented improvements that enhanced overall client satisfaction and engagement EXECUTIVE ASSISTANT – BLINK EQUITY – 24/11/2025 – Current – TORONTO, CANADA ●​ Managed high-volume executive and client communications, ensuring timely, clear, and professional responses across all touchpoints. ●​ Coordinated scheduling and stakeholder interactions, achieving zero missed meetings and seamless calendar alignment across time zones. ●​ Organized structured documentation systems for operational efficiency, reducing internal delays and improving team productivity. ●​ Conduct training sessions for providers on how to use EMR systems effectively. ●​ Support billing operations by preparing and sending invoices to clients, ensuring timely payment for services rendered. DATA ANALYST INTERN – TATA CONSULTANCY SERVICE – 01/03/2025 – 23/04/2025 – MUMBAI, INDIA ●​ Profiled, cleaned, and transformed data by creating checks in Power Query for proper data analysis. ●​ Conducted a time series analysis on monthly revenue data for a simulated retail store to uncover seasonal trends and sales behaviour. ●​ Discovered that November generated the highest revenue (14.15%) due to holiday shopping events like Black Friday, while February had the lowest (4.91%), likely due to post-holiday slowdowns. ●​ Created clear visualizations using PowerBI, which provided actionable insights helping the CEO& CMO make informed decisions on inventory, marketing, staffing, and seasonal campaign planning. DATA ANALYST INTERN – PCW – 10/01/2025 – 30/03/2025 – SWITZERLAND , SWITZERLAND ●​ Cleaned and analyzed customer churn data for a simulated e-commerce platform using PowerBI. ●​ Discovered that 89% of churn were users with a month-to-month contract type, and recommended a decrease in price for a two-year contract for retention improvement. ●​ Developed calculated columns and measures using DAX to segment churned customers and calculate KPIs such as Churn Rate and Average Monthly Charges. ●​ Analysed data for a Simulated PhoneNow company, identified that 81% of calls were answered and resolved with an average speed of 68%, which is pretty impressive. ●​ Analyzed HR data with a focus on gender-related KPIs and discovered that 80% of executive roles were held by men. This aligned with a hiring rate imbalance 59% male and 41% female, highlighting the need for stronger female inclusion strategies at all levels of the organization. DATA ANALYST ASSOCIATE – EXCELERATE – 07/05/2024 – 25/07/2024 – MUMBAI , INDIA ●​ Streamlined data cleaning and preprocessing for user and opportunity datasets, ensuring reliable, consistent insights. ●​ Uncovered key trends in user behavior and sales pipeline, empowering the team to make data‑backed decisions faster. ●​ Designed and launched an interactive [Tool] dashboard to bring insights to life, boosting cross‑team visibility and alignment. ●​ Turned findings into clear, actionable recommendations that optimized targeting strategies and resource allocation. CUSTOMER SERVICE REPRESENTATIVE – EMPEROR'S DIGITALS – 10/06/2023 – 20/06/2024 – PORT HARCOURT, NIGERIA ●​ Delivered exceptional customer service by managing and resolving 100+ customer inquiries daily via phone, email, and live chat, ensuring all queries were resolved within SLA requirements. ●​ Actively worked with the product team to address recurring customer concerns and improve the overall user experience (UX), reducing complaint volume by 25%. ●​ Utilized Zendesk and Salesforce CRM to track customer interactions, update tickets, and ensure efficient case resolution. ●​ Implemented conflict resolution techniques, de-escalating difficult situations, and turning negative experiences into positive outcomes. ●​ Achieved a customer satisfaction rating of 95%. ●​ Successfully resolved 85% of customer issues on first contact. ●​ Improved customer retention by 85%. ●​ Assisted in onboarding new customers, guiding them through product setups, and addressing initial concerns to ensure a seamless experience. INSURANCE CLERK – LEADWAY ASSURANCE – 02/12/2022 – 27/05/2023 – PORT HARCOURT, NIGERIA ●​ Educated clients on various insurance products, including life, health, and property insurance, helping them choose the best coverage for their needs and budgets. ●​ Met and exceeded monthly sales targets through effective prospecting, cold calling, and client referrals. ●​ Provided accurate quotes, explained policy terms and conditions, and ensured compliance with industry regulations and company policies. ●​ Maintained detailed client records and updated CRM systems to track policy renewals, client interactions, and follow-ups. ●​ Collaborated with underwriters to expedite policy approvals and resolve client concerns efficiently. SECONDARY SCHOOL TEACHER – UBODUNG COMMUNITY SECONDARY SCHOOL – 20/07/2021 – 01/07/2022 – AKWAIBOM STATE, NIGERIA ●​ Created a welcoming and inclusive classroom where students felt supported, seen, and encouraged to learn. ●​ Designed and delivered engaging lessons tailored to students’ needs, using real-life examples to make complex topics relatable. ●​ Asked thoughtful questions during lessons to gauge understanding and spark class discussions, offering small incentives to keep students motivated. ●​ Assessed student comprehension at the end of each lesson and adapted future lessons to fill any knowledge gaps. ●​ Provided constructive feedback and encouragement to help students grow academically. EDUCATION AND TRAINING 12/11/2015 – 26/02/2020 Port Harcourt, Nigeria BA HISTORY AND DIPLOMATIC STUDIES University of Port Harcourt SKILLS Technical Skills Data Visualization: R (advanced), PowerBI (basic), Microsoft Excel, Microsoft Word, Microsoft Office, Microsoft PowerPoint, Google Docs, Google Drive, Zoom, SQL database management systems, Outlook, Social Media Soft Skills Good communication skills in English, Problem Solving Skills, Adaptability skills, Time Management: Organizational and planning skills, Good listener and communicator, Written and Verbal skills, Decision-making, Analytical skills, Creativity, Critical thinking VOLUNTEERING 10/10/2023 – 20/10/2024 Port Harcourt Volunteer(Universal Peace Builders- NGO) 1. Assisted in cold and warm calling of volunteers for financial support. 2. Visited the orphanage babies' homes with gifts. 3. Helped coordinate volunteer activities and mobilize local communities. 4. Promoted NGO activities on social media to boost community involvement. 5. Collected feedback from participants to evaluate the impact of peace initiatives. CERTIFICATIONS 12/12/2023 Google Cybersecurity 16/05/2024 AI Augmented Professional Development 23/03/2025 Career Essentials in Business Analysis by Microsoft and LinkedIn 07/04/2025 Career Essentials in Data Analysis by Microsoft and LinkedIn 06/05/2024 Professional Diploma in Agile and Project Management by Udemy