NGOZI NMA ONYEBUENYI
Phone: - | Email:-| Abuja, Nigeria
Professional Summary
Customer Service Specialist with 20+ years of proven success in client relations, issue
resolution, and team coordination. Skilled in managing high-volume inquiries across chat,
phone, and email while maintaining empathy, accuracy, and efficiency. Certified in IT
Support, Project Management, and Business Analysis, I bring a balance of human connection
and process improvement to every customer interaction. Known for turning escalations
into loyalty stories and ensuring that both customers and teams feel supported.
Core Skills & Tools
Customer Service & Escalation Handling | Client Retention | CRM Systems: Zendesk,
Freshdesk, ZohoDesk | Live Chat, Email & Call Support | Complaint De-escalation |
Workflow Optimization | QA Monitoring | Team Coaching | Microsoft 365 | Google
Workspace | ClickUp | Asana
Professional Experience
•
Senior Customer Service & Operations Specialist
Transcorp Hilton, Abuja | 2015 – 2023
• Led end-to-end customer support operations for a global hospitality brand, ensuring
seamless service delivery across phone, chat, and email channels.
• Resolved complex customer issues and escalations with empathy and precision,
maintaining satisfaction scores above 90%.
• Trained and supervised a team of 30+ agents, developing structured coaching programs
that improved QA scores by 25%.
• Designed and implemented service standards, SOPs, and escalation procedures that
reduced resolution time and improved workflow clarity.
• Oversaw loyalty program coordination, handling VIP accounts, benefit redemption, and
feedback management to strengthen brand loyalty.
• Championed process optimization across departments, aligning support and operations
teams to enhance customer experience.
• Delivered administrative support by documenting tickets, maintaining CRM data accuracy,
and compiling reports for management.
• Collaborated cross-functionally with IT, marketing, and guest relations to close service
gaps and streamline feedback systems.
• Conducted trend analysis on customer feedback to inform strategic decision-making and
reduce complaint recurrence.
• Recognized by management for professionalism, initiative, and sustained contribution to
service excellence.
•
Customer Support Team Lead (Call Centre & Frontline Services)
Transcorp Hilton, Abuja | 2012 – 2015
• Managed high-volume call centre operations, handling inquiries, routing calls, and
addressing customer concerns effectively.
• Supported internal teams by coordinating communication and ensuring consistent
information flow across departments.
• Monitored team performance, conducted QA audits, and implemented targeted coaching
to improve response accuracy.
• Maintained detailed call logs and feedback reports, supporting internal communication
tracking and performance analysis.
• Introduced structured feedback and shift scheduling systems that enhanced efficiency
during peak demand.
• Maintained a calm, professional presence under pressure, earning recognition for
reliability and service integrity.
Education & Certifications
M.A. Business Administration – National Open University of Nigeria
B.Sc. Business Administration – University of Abuja
Certifications:
• IT Support – Digital Witch Training
• Project Management – DigiTechEd
• Business Analysis – DigiTechEd & Business Analysis School
• Data Analysis – DigiTechEd