Odo Agatha Chinonye

ODO, AGATHA CHINONYE Lagos, Nigeria | (-, (- |- Career Summary Customer Support Specialist with keen aptitude for exceeding customers’ expectations and assuring satisfaction. Led collaborative customer experience outreaches while assuring intelligent technical input to the organization. Established a thriving customer documentation process. Grew a nascent 1000 load of customers to 5,000 within a year. Successfully drafted a quality report approach incorporated into the EMR of the facility. Experienced in traditional, remote and hybrid work structures and sufficiently adept at employing remote work tools. Engaged Clients, Management and Team mates confidently in fine-tuning customer Support protocols, strengthening teamwork and intelligently identifying improvement opportunities for customer experience. Skills and Proficiencies Team Leadership | Strategic Pioneering | Operations Management | Customer Support | Active Listening | Effective Verbal and Nonverbal communication | Time management | Prioritization Attention to details | Hubspot | Trello | Asana | Clickup | Monday.com | FreshDesk | Zendesk | Intercom | Calendly |PickTime Work Experience Customer Support Manager |The Eye Specialist Hospital (TESH)| April 2021 - May 2024 Expertly kept records of all the patients who came for Refraction on a daily basis. Conducted autorefraction tests for over 500 patients weekly to measure refractive errors and assist optometrists in diagnosing vision issues. Maintained accurate patient records and ensured the proper functioning of autorefraction equipment. Assisted in patient pre-screening and provided excellent customer service in a high-volume clinic environment. Conducted medical outreaches singlehandedly to boost the patient load and achieved over 20% increase within the first 3 months and over 20, 000 patients within 12 months. Household Enumerator |Ministry of Humanitarian Affairs and Disaster Management| February 2020- August 2021 Enumerated 1,339 households with an average of 4 persons in the family where the level of standard of living is obtained , going by availability of natural resources, public infrastructures and social development of the targeted Beneficiaries under NATIONAL SAFETY-Net COORDINATING OFFICE . Engaged in community entrance and advocacy, stakeholder/gatekeeper engagement and sustainability plans. Trained the 1,339 targeted and enumerated heads of households (HOH) remotely , on Financial Literacy targeting specifically needs and wants. Customer Service Representative | First Bank of Nigeria| January 2017 - November 2018 Customer Assistance:Responding to customer inquiries via phone, email, and in person.Assisting customers with account-related questions, such as balance inquiries, transaction history, and fund transfers. Resolving customer complaints and issues promptly and efficiently. Account Management: Opening new customer accounts, including checking, savings, and fixed deposit accounts.Assisting with the processing of loan applications and providing relevant information to customers. Helping customers update personal information and ensuring account security. Product Promotion and Sales: Informing customers about new banking products and services.Upselling and cross-selling financial products like credit cards, loans, and insurance. Assisting customers in selecting products that best meet their financial needs. Compliance and Documentation: Ensuring all customer interactions and transactions comply with bank policies and procedures.Maintaining accurate records of customer interactions and transactions.Verifying customer identification and following anti-money laundering (AML) regulations. Customer Relationship Management: Building and maintaining strong relationships with customers.Following up with customers to ensure their satisfaction and addressing any concerns. Conducting surveys or obtaining feedback to improve customer service quality. Problem Solving: Troubleshooting and resolving technical issues related to banking services. Collaborating with different departments to solve customer issues effectively. Handling and escalating customer complaints with patience and professionalism. Team Collaboration: Collaborating with other bank staff to provide seamless customer service.Participating in training sessions to stay updated on new banking products and procedures. Contributing to team goals and performance targets. Inspired strict adherence to the Service Level Agreement (SLA) for ticket attendance and professional mode of customer engagement. Education Bachelor of Technology | Federal University of Technology Owerri| 2016 Training Artificial Intelligence Career Essentials (AICE) Virtual Assistance Customer Relationship Management IT Support Fundamentals Reference Available on Request.