Nwokocha Lucy

LUCY NWOKOCHA Lagos- Nigeria ◆ - ◆- PROFESSIONAL SUMMARY Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. SKILLS Relationship Building Time Management Client Database Management Administrative Support Microsoft Office Proficiency Process Improvement Analytical Skills & Leadership skill Reporting Skills Customer Service Resource Management Team Leadership Revenue Growth WORK HISTORY Collections Manager, 01/2021 - Current Brilliance Fintech – Nigeria Supervised staff of collectors, monitoring phone calls, messages and emails. Trained and mentored new employees on collection methods, documentation requirements and performance strategies. Monitored payments due from clients and promptly contacted clients with past due payments. Generated and distributed current statements to customers. Oversee the business' financial collections department. Supervise tele-collections team to ensure all loan repayments are made in a timely fashion. Conduct interviews for new members of the collections team. Ensure that all company policies regarding loans collections are adhered to by the collections team. Negotiate loan repayment plans where necessary. Minimize the company's financial losses from bad loans. Report the collection department's progress and statistics to management. Present collections performance information to management or their department to highlight trends or achievements. Handle escalated delinquent accounts and motivate staff accordingly. Customer Service Representative, 01/2019 - 12/2020 Konex Group Associates – Nigeria Maintaining a positive, empathetic and professional attitude toward customers at all times. Responding promptly to customer inquiries & communicating with customers through various channels. Acknowledging and resolving customer complaints with good gasp of product knowledge Processing orders, forms, applications, and requests while keeping records of customer interactions,transactions, comments and complaints. Communicating and coordinating with colleagues as necessary. Providing feedback on the efficiency of the customer service process. Managing a team of junior customer service representatives. Ensure customer satisfaction and provide professional customer service. Customer Relationship Manager, 09/2015 - 12/2018 Union Bank Of Nigeria – Nigeria Achieved between 59%-65% recovery for watch listed accounts. Increased recovery for lost, doubtful and substandard accounts thereby bringing them back to watch lists. Able to detect and achieve recovery on deceased customer's accounts through insurance claims. Arranged for debt repayment or establish repayment schedules, based on customers' financial situations. Introduced strategic business meetings with top management on effective debt collection which yielded. Excellent results on a monthly basis Ensured the use of modern collection system for effective debt management (Collect Smart) Managed credit card portfolio with the use of an application for case management(CITRIX) Managed team members on effective time management and improvement in turnaround time deliverables. Customer Support Specialist, 06/2014 - 03/2015 Virtual Cipher Limited – Nigeria Attended to customer request and queries Coordinated all faults resolution efforts and managing customer expectation. Handled high-volume inbound telephone calls, customer inquiries and demands in a highly, professional and friendly manner. Verified and confirmed orders and returns back to customer & any other duty assigned by the manager. Front Desk/ Customer Service Officer, 10/2013 - 06/2014 Ipnx Limited – Nigeria Greeting, directing and assisting customers/visitors. Provided customers with service information, attending to their complaints, questions and enquiries about company products and services. Answering phone calls and directing incoming calls to the appropriate department. Receiving incoming mails and route to appropriate unit(s) concerned, as well as prepare outgoing mails. Carried out various maintenance duties to ensure that the general upkeep and maintenance of the premises is satisfactory. Managed database of customers and maintaining office records. EDUCATION Industrial Physics Abia State University - Nigeria CERTIFICATIONS Certificate of participation in skills acquisition and capacity building Exceptional Customer Service Training (U-Connect) Certification on improving your profitability through Smart Investment in Customer Loyalty(Fate Foundation) Certificate in Health and Safety in workplace (HSE Level 1-3) Certificate in Leadership Development (Dominion Leadership Institute) Exceptional Leadership Certificate ( Daystar Leadership Academy) Google Essentials Training ( LinkedIn Learning) Customer Service Foundation ( LinkedIn Learning) Customer Service Problem Solving and Troubleshooting ( LinkedIn Learning) Customer Service Fundamentals ( Coursera) Customer Engagement Specialist ( Coursera)