Linda Chinonye Anyanwu

LINDA ANYANWU-OKWUWUODU Nigeria • - • - PROFESSIONAL SUMMARY Accomplished Customer Service Representative of over five years, consistently maintaining customer satisfaction and contributing to company success. Motivated professional capable of building productive relationships, resolving complex issues and winning customer loyalty. SKILLS Microsoft Service (Teams, Office Suite) CRM Proficiency (Zendesk, SalesForce) Results-oriented Customer Sales Support Relationship-building Complaint Handling Outstanding Customer Service Team Management Customer Loyalty Building Professional Demeanour Adaptive Team Player Complaint Resolution Written and Verbal Communication Administrative Support WORK HISTORY Customer Success Specialist Zenith Bank Plc - Nigeria 02/2022 - Current Communicating and resolving over 20 issues that arise with diaspora customers utilizing our mobile banking and internet banking services, resulting in a 98% satisfaction rate among users. Successfully resolving and satisfying an aggrieved customer who was on the brink of moving their business to a competitor, resulting in the retention of over $400,000 in business. Developing and implementing strategies that foster 100% return customer rate, ensuring continued engagement and loyalty. Ensuring frontline officers consistently initiate and maintain courteous and empathetic interactions with customers, fostering a calm and reassuring environment during service delivery. Maintaining active communication channels between the institution and customers through CRM tools such as Microsoft Teams, Emails, and Zendesk, to promptly address feedback and concerns, thereby enhancing overall customer satisfaction and retention. Customer Interface Staff Zenith Bank Plc - Nigeria 04/2019 - 01/2022 Facilitated seamless communication and promoted electronic banking products to in-house customers, resulting in successful upselling and increased adoption rates. Streamlined operations by efficiently handling and resolving a high volume of dispute issues, thereby alleviating workload from the operations head's desk. Expertly mediated conflicts between customers and colleagues, employing diplomatic approaches to achieve amicable resolutions and maintain positive relationships within the organization. Conducted thorough reconciliation of accounts, ensuring accuracy and integrity in financial records, which contributed to the overall efficiency and compliance of the institution's operations. Fostered strong relationships with in-house customers through effective communication and support, enhancing their satisfaction and loyalty to the institution's products and services. Funds Transfer Officer Zenith Bank Plc - Nigeria 10/2008 - 03/2019 Successfully managed and serviced customer transfer requests and inquiries, ensuring prompt and accurate resolution while maintaining high levels of customer satisfaction. Demonstrated proficiency in upselling newly deployed products to customers and providing comprehensive training on product usage, resulting in a remarkable 95% success rate in adoption and utilization. Proactively communicated with customers who experienced failed transactions at the end of the business day, providing timely updates on the situation and offering alternative service options, thereby mitigating dissatisfaction and retaining customer loyalty. Executed meticulous reconciliation of accounts, ensuring precision and integrity in financial records, and contributing to the overall efficiency and compliance of funds transfer operations. Skillfully negotiated administrative costs with suppliers and vendors, leveraging strategic approaches to secure the best prices for purchases, thereby optimizing procurement processes and achieving cost savings for the institution. EDUCATION Bachelor Abia State University - Nigeria 2006