ONYINYECHI ONYIKE
Lagos, Nigeria | (- |-| LinkedIn Profile
Experienced Customer Service Professional with over four years of expertise, specializing in complex customer
interactions, crisis management, and strategic problem-solving. Highly skilled in utilizing CRM systems, digital
communication technologies, and advanced data analysis to enhance customer support in remote environments. Proficient
in conflict resolution, process optimization, and maintaining regulatory compliance. Equipped with a Bachelor of Science in
Environmental Science & Resource Management. Poised to leverage extensive customer service skills to significantly
improve customer satisfaction and service efficiency in any dynamic, customer-focused organization.
CORE COMPETENCIES
Proficiency in Microsoft Office (Word, Excel, PowerPoint) • Customer Relationship Management (CRM) • Conflict Resolution
Problem Solving • Crisis Management • Data Analysis • Regulatory Compliance • Process Optimization • Digital Communication
Proficiency • Remote Work Adaptability • Team Collaboration • Product Knowledge • Technical Troubleshooting • Feedback
Collection and Analysis • Organization Skills • Time Management • Customer Service • Confidentiality
PROFESSIONAL WORK EXPERIENCE
Risk Management Officer
Good Neighbours Microfinance Bank
2020 - 2021
• Contributed to identifying risks affecting the organization and mitigating potential customer service risks, helping
to reduce the frequency of customer complaints.
• Supported developing and implementing risk management policies, ensuring compliance with regulations and
standards while enhancing customer data security.
• Assisted in integrating risk management practices with the customer service team, using developed risk
management strategies to improve overall service delivery and customer satisfaction.
• Participated in risk management training programs, enhancing the team’s ability to handle crisis response, manage
business continuity planning, and effectively address escalated issues.
• Assisted in assessing and analyzing the impact and likelihood of risks and reporting on risk trends within customer
service operations, contributing to insights that informed strategic decisions and monitored the effectiveness of
risk management.
Customer Service Officer
Good Neighbours Microfinance Bank
2019 - 2020
• Handled customer inquiries, addressing queries, concerns, and requests via phone, email, and chat, ensuring quick
and accurate issue resolution to maintain high levels of client satisfaction.
• Fostered positive relationships with customers by providing detailed information about products or services,
including features, pricing, and usage guidelines, enhancing customer loyalty and engagement.
• Supported the implementation of new customer service protocols that streamlined operations involving order
placement, transaction processing, and coordinating shipments, leading to quicker response times and improved
customer feedback.
• Collaborated effectively with remote teams to share best practices and actively resolve complex customer
complaints, ensuring a unified approach to customer service across all touchpoints.
• Utilized CRM software and communication tools adeptly to manage customer interactions and provide guidance,
troubleshooting assistance, and technical support, ensuring detailed record-keeping and efficient service in a
remote work environment.
Customer Service Officer
Ibile Microfinance Bank
2018 - 2019
• Implemented innovative solutions to address customer concerns, reducing resolution times and improving
satisfaction metrics. Focused on ensuring high-quality customer interactions and handling customer complaints
and escalations effectively.
• Deployed targeted strategies significantly increasing client retention through personalized service and proactive
communication. Maintained accurate customer records and data to support ongoing relationship management.
• Analyzed customer feedback to identify areas for improvement, leading to the development of initiatives that
enhanced service quality and operational efficiency. Feedback, suggestions, and complaints contributed to
product/service development efforts.
• Mastered various digital communication platforms to engage with customers effectively, ensuring clarity and
professionalism in all interactions. Collaborated with other departments to address customer needs and uphold
company policies and procedures during interactions.
• Demonstrated exceptional problem-solving skills by promptly addressing and resolving customer issues,
contributing to a notable improvement in service quality ratings. Identified opportunities for improving customer
experience through thorough analysis and strategic implementation.
ADDITIONAL WORK EXPERIENCE
Central Processing Officer
Ibile Microfinance Bank
2017 - 2018
EDUCATION
Bachelor of Science (B.Sc) in Environmental Science & Resource Management
• National Open University of Nigeria | 2022
West African Senior Secondary School Certificate
• Opebi Senior Grammar School
CERTIFICATIONS
Customer Relationship Management (CRM)
• Completion Year: 2024
References available upon request
