Theresa Agwu

THERESA NNEOMA AGWU Address: Ajao, Lagos Phone: - Email:-LinkedIn: www.linkedin.com/in/theresa-agwu-72a846151 PROFESSIONAL SUMMARY Detail oriented professional with over 2 years experience helping businesses navigate and resolve product and service issues. Proven ability in utilising analytical and problem solving skills to generate peak results and top performance levels. Seeks to make an impact in a new role by helping businesses meet their set objectives, increase profits and optimise performances through data-driven excellence. SKILLS Technical Skills: Data Cleaning, Data Analysis, Data Visualization Soft Skills: Critical thinking, Problem solving, Attention to detail, Communication, Teamwork & Collaboration, Customer Relationship Management, Due Diligence & KYC, Time management Tools: Microsoft Excel, Bank One, FreshDesk, Zendesk, Crisp, Microsoft SQL, MySQL, Power BI, Tableau, Microsoft Powerpoint, G-Suites EDUCATION Tai Solarin University of Education – B.Sc. (Ed.) Economics (Second Class Upper Division) Global Excellence Comprehensive College – Senior School Certificate Examination (SSCE) 2013 - - 2012 PROFESSIONAL TRAININGS & CERTIFICATION Institute of Arts, Management and Professional Studies – Human Resource Management (HRM) 2019 LinkedIn - Customer Success Management Fundamentals 2022 Coursera - Google Data Analytics 2024 (In view) ACHIEVEMENTS ● Developed strategic business plan, identified market opportunities, resulting in well-defined business objectives while strengthening work processes from 27% to 50%. ● Supervised the operations team in customer relationship unit which led to an increase in customer retention by 70%. ● Increased conversion rate of “lead to clients” on enquiries calls from average of 65% to 78%. ● Successfully developed Operational support plan, ensuring seamless day-to-day operations. EMPLOYMENT HISTORY Customer Success Associate | Vesti Technologies June 2024 - Till Present ● Assisted users with product issues and concerns and communicated steps to resolve these issues. ● Provided technical and customer service support within the defined schedules and service level agreements. ● Identified and escalated potential compliance issues and operational risks to stakeholders, ensuring timely mitigation and adherence to company’s policies and procedures. Collaborated with cross-functional teams to drive process improvement and increase efficiency through automation. ● ● ● Reported issues and user concerns to stakeholders and leadership. Built and maintained strong relationships with clients by providing personalised assistance and addressing their needs and concerns promptly. Customer Success and Operation Analyst| Mkobo Mfb ● April 2022 – April 2023 Conducted market research and customer feedback surveys to improve customer experience, analyse opportunities and identify solutions, resulting in a retention rate of 93%. ● ● ● ● Designed surveys and questionnaires to discover areas of improvement, driving customer satisfaction rate to 97%. Generated leads through online channels which led to business partnership resulting in a 7% increase in sales. Managed the onboarding process, customer lifecycle and ensured increase in customer satisfaction. Prepared weekly and monthly operations report, illustrating business performance and activities. Customer Service Specialist | New Edge Financial Ltd Mar 2021 – Dec 2021 ● Exceeded sales target by 18% by maintaining advanced product knowledge and accessing customer needs. ● Built sustainable relationships and trust with customer accounts through open and interactive communication. ● Reported resolution times and customer pain points in weekly and monthly meetings. ● Provided quick support and solutions to customers, reaching a steady 98% CSAT score. ● ● Conducted customer feedback surveys to analyse opportunities and identify solutions. Achieved customer service team sales targets and call handling quotas. Assistant Logistics Officer | Sosa Logistics Jul 2020 – Feb 2021 ● Planning, coordinating and tracking movement of goods through logistic pathways. ● Ensured all payments were processed in time. ● Prioritised order security, accuracy and on-time pick up and delivery. ● Minimised damage and repair costs through careful management and preventive maintenance. ● Responded to all enquiries, issues and complaints. Teacher (NYSC) | Urban Day Grammar School, Ibadan, Oyo State Jul 2018 –Jun 2019 ● Responsible for giving students a rigorous, well rounded education and maintaining discipline in accordance with school policies. ● Built relationships with students from a wide range of social backgrounds. ● Promoted equal opportunities in the classroom irrespective of gender. ● Provided appropriate feedback and maintained a record of students’ progress and development. ● Collaborated with other teaching staff to set goals, objectives and methods for achieving them. *References are available upon request*