Ngozi Nma Onyebuenyi

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