PRISCA UBIOKA ADUNNI, BSc, MBA, AMNIM, MICSN
Customer Experience Professional | CX Operations | Project Delivery | Corporate Affairs Manager
Location: Lagos State, Nigeria
Phone: -
Email:-LinkedIn: https://www.linkedin.com/in/prisca-ubioka-a-mba-amnim-micsn-/
PROFESSIONAL SUMMARY
Result-oriented and people-focused Customer Experience and Project Delivery Leader with over a decade of proven
success designing and executing customer-centric strategies in both startups and high-caliber organizations. I specialize
in helping brands retain customers, exceed service expectations, and strengthen loyalty through innovative CX
solutions, efficient project delivery, and operational excellence. Result-oriented and people-focused Customer
Experience and Project Delivery Leader with over a decade of proven success, including over 5 years of remote work
experience supporting international markets (US, UK, Canada). I specialize in designing and executing customer-centric
strategies that retain customers, exceed service expectations, operational excellence, efficient project delivery and
strengthen loyalty across global and local brands.
With deep expertise in bridging the gap between customer expectations and service delivery, I have successfully co-led
large-scale teams, managed cross-functional operations, and aligned customer journey touchpoints to drive
satisfaction, retention, and brand advocacy. My experience spans fast-paced startup environments where agility and
innovation are key, as well as structured, mature organizations where operational excellence and stakeholder
alignment drive sustainable success.
CORE COMPETENCIES
Communication | Leadership | Problem-Solving | Time Management | Call Centre Operations| Administrative
Operations | Project Management | Decision-Making | Strategic Planning | Business Support | Operations
Management| Stakeholders Management| Workforce Management | Office Management | Data Entry | Customer Service
| Team Collaboration | Customer Engagement | Client Relationships | Compliant Resolution | Multitasking |
Decision-Making | Corporate Relations | PR & Media Relations | Market Positioning
TECHNICAL SKILLS
Microsoft Word, Excel & PowerPoint | Internet Applications | Ability to make research | Digital Marketing
EMPLOYMENT SUMMARY
Raedial Holdings Limited
Position: Customer Experience and Corporate Affairs Manager
Lagos State, Nigeria
2023 – Date
Key Responsibilities:
Develop and implement the customer experience strategy across all channels, including phone, email, chat,
and social media.
Lead a team of customer experience staff to deliver exceptional customer service.
Create and maintain customer service policies and procedures to ensure consistency and quality of service.
Analyze customer feedback, data, and trends to identify areas for improvement and make
recommendations for change.
Collaborate with cross-functional teams to develop and implement customer-centric initiatives and
campaigns.
Manage customer escalations and resolve complex customer issues.
Conduct regular training and coaching sessions with the customer experience team to improve
performance.
Develop and maintain relationships with key stakeholders to ensure the customer experience strategy is aligned
with business objectives.
Stay up-to-date with industry trends and best practices in customer experience management.
Coscharis Mobility Limited (SIXT Nigeria)
Position: Customer Service and Corporate Affairs Manager
Lagos State, Nigeria
2018 – 2023
Key Responsibilities:
Develop and manage the implementation of effective customer loyalty strategies.
Analyze customer feedback forms from all branches monthly and quarterly and send the report and
recommendation to the Managing Director.
Remotely support customer operations across global markets including the US, UK, and Canada. Ensure
excellent service delivery, manage escalations, and collaborate with local and international teams to enhance
customer satisfaction and operational efficiency.
Conduct branch spot service checks to monitor and evaluate compliance with service standards by
branches and supervisors.
Developing strategies and managing marketing campaigns across print, broadcast, and online platforms to
ensure that products and services meet customers’ expectations and build brand credibility.
Analyzing the success of marketing campaigns and creating reports.
Supervising advertising, product design, and other forms of marketing to maintain consistency in
branding.
Oversee the management of the organization’s social media platforms and advert placements with a view
to creating and communicating a favorable public image for the company.
Liaise with German Head Quarters and franchise countries.
Key Achievements:
Introduced successful customer service policies and processes which greatly improved client service
experience.
Remotely supported customer operations across global markets including the US, UK, and Canada. Led
service delivery, managed escalations, and collaborated with local and international teams to enhance
customer satisfaction and operational efficiency.
Initiated the update of the existing ERP software to integrate the online customer feedback forms with a
view to achieving real-time feedback per user experience with allows for narrowing down client feedback,
de-escalation, identifying gaps to be closed promptly, objective performance appraisal taking into
consideration the CSAT scores and increasing client satisfaction.
Introduced and coordinated a web redesign project with a view to optimizing the site experience of
potential and existing customers, improving brand perception, ensuring a cohesive brand identity,
improving the functionality and content management, and increasing sales and conversions.
Introduced the development of customized bulk SMS software.
Increased client retention by over 90%.
Increased revenue via social media and other digital marketing channels by over NGN500,000,000 and
over 100 return clients inclusive of corporate clients.
Coscharis Mobility Limited (SIXT Nigeria)
Position: Customer Service and Corporate Affairs Executive
Lagos State, Nigeria
2017 - 2018
Key Responsibilities:
Resolving external client complaints and following up to avert the recurrence of such complaints and service
failures.
Implement innovative client retention schemes· Maintain a log of customer complaints and calls for
follow-up - Develop and maintain good client relationships.
Maintain a bulk SMS system for easy client communication.
Follow up with clients for feedback on service rendered via email and mobile calls.
Responsible for all CUG requests and email creation.
Review internal client complaints and resolve issues promptly.
Key Achievements:
Achieved 90%-100% scores for first-call resolutions, surpassing the 80% quality target.
Negotiated and resolved executive complaints, billing inquiries, and customer questions with a high degree
of courtesy and professionalism.
Trained and managed new hires for the department; provided weekly status updates to top
management via meetings and written reports.
Collaborated with the sales team to close deals by endorsing the company's customer service
program. Review key messages and media materials for corporate announcements and executives,
including talking points, Q&As, news releases, etc.
Developed key messaging for all non-earnings-related events, including annual meetings, media, industry
conferences, one-on-one visits, website content, and significant investor meetings.
Identified new growth opportunities based on insights into the company, client, industry, and
economy
Served as primary contact with external parties in responding to inquiries and relaying feedback and
perceptions to senior leadership.
Coscharis Mobility Limited (Sixt Nigeria)
Position: Customer Service Representative
Lagos State, Nigeria
2016 – 2017
Key Responsibilities:
Receiving external client inquiries and complaints.
Transfer client complaints to Customer Service Executive for resolution.
Send bulk SMS to internal and external clients.
Collate feedback forms from clients, and resolve internal client complaints
Key Achievements:
Received callers providing exceptional listening skills to determine the nature of their call-in order to
clearly and precisely address their inquiries in a professional manner
Created a customer satisfaction survey utilizing Microsoft Word to drastically reduce potential
problems
Organized customer information and account data for business planning and customer service
purposes
Quickly and effectively solve customer challenges including ensuring remediation.
Morrhtech Solutions
Position: Call Center Representative
Lagos State, Nigeria
2015 – 2016
Key Responsibilities:
Attend to calls from clients on inquiries and complaints promptly.
Transfer calls to concerned units for resolution.
Maintain database of incoming and outgoing calls and correspondences.
Maintain database of inquiries and complaints.
HONORS-AWARD
Most Innovative Staff of the Year 2019
PROFESSIONAL QUALIFICATIONS
Nigerian Institute of Management (AMNIM)
Associate Member
Nigeria
2021
Institute of Customer Service of Nigeria
Full Member
Nigeria
2021
EDUCATION & QUALIFICATIONS
National Open University of Nigeria
MBA in Business Administration
Kogi State University
BSc in Economics
Lagos, Nigeria
2020 - 2022
Kogi State, Nigeria
2010 - 2014
LANGUAGES SPOKEN
English (Full Professional)
Hausa (Professional Working)
Igbo (Professional Working)
Yoruba (Professional Working)
INTERESTS / HOBBIES
Reading | Networking | Cooking | Watching Movies | Listening Music
