Onuoha Patience .N.

Patience Onuoha CX Quality Assurance & Training Specialist- I am a highly passionate and enthusiastic individual who thrives upon seeking new challenges through my career as a Quality Assurance and Training Specialist. My initial years of working in the financial industry pushed me to go further in discovering more things in it. Of course, I am motivated to join a group of seasoned and experienced Quality Assurance professionals in the industry respectively. Experience Quality Assurance & Training Specialist at FairMoney MFB Nov 2022 - till date Monitoring interactions of Email, Inbound, Social Media, Live Chat, and Collection Specialists to ensure quality service delivery and adherence to standards. Conducting trend analysis/deep dive on customer support specialists to identify manning gaps/ strengths and weaknesses. Identifying training needs of specialists using various assessment metrics and recommending training for improved product knowledge/service delivery. Organizing/facilitating in-house and onboarding training for specialists. Analyze customers' feedback and complaints to identify improvements to channel execution and brand perception, thereby ensuring maximum customer satisfaction. Inbound Quality Assurance Analyst at UBA CFC Feb 2022 - Oct 2022 Monitored, supervised and reviewed the day to day interactions of the Inbound experts. Responsible for the growth and development of Customer Experience Experts through frequent and effective coaching, performance improvement plans and, if necessary, corrective action. Conducted frequent coaching sessions to motivate teammates, direct them professionally, and champion performance to meet internal/external KPIs. Identified process breakdowns or quality challenges and escalate to Support or Operational leadership for assessment and guidance. Prepared weekly/monthly evaluation reports on experts’ performance which helped in reduction of fatal rates. Customer Experience Expert (CEE)| at UBA CFC Nov 2020 - Jan 2022 Handled Inbound and Outbound Calls. Responded to customer queries in a timely and effective manner, via phone, email, interactive voice recorder (IVR), social media, or chat applications. Identified customer needs and collaborated with internal departments to optimize customer services and brand awareness. Exceptional active listening, verbal and written communication skills and professional phone voice. Took proactive steps to maintain positive experiences. Education Federal Polytechnic Oko, Anambra state Oct 2013 - June 2018 Higher National Diploma in Mass Communication Ordinary National Diploma in Mass Communication Skills Communication skills Analytical skills Attention to Details Team Management Customer Centric Problem Solving Training/Development Process Improvement/Review Leadership Skills