Ubia Glory

Glory Ubia Nationality: Nigerian Address: 46, Chief Idowu Rufai Avenue, Ago Palace way, Okota, Lagos Phone number:-,- Email address:-Language spoken: English, Igbo and Yoruba Profile Results-oriented Customer Experience Business Analyst with a track record of analyzing customer feedback data to drive strategic improvements. Successfully implemented strategies that boosted customer satisfaction and loyalty. Skilled in conducting in-depth data analysis to identify and address pain points in the customer journey, Knowledge of the share registration process and related financial regulations. Proven ability to collaborate with cross-functional teams to streamline processes and enhance efficiency in resolving customer inquiries and concerns. Work Experience January 2023 – Till Date Customer Experience Business Analyst BLUESERV TECHNOLOGIES Analyzed customer feedback data to identify trends and areas for improvement in the overall customer experience. Developed and implemented strategies to enhance customer satisfaction and loyalty. Conducted in-depth data analysis to identify pain points in the customer journey and proposed solutions to address these issues. Collaborated with cross-functional teams to streamline processes and improve efficiency in resolving customer inquiries and concerns. July 2017 – December 2022 Customer Experience Officer GREENWICH REGISTRARS AND DATA SOLUTIONS Serve as the first point of contact for shareholders and clients, handling inquiries via phone, email, and in-person visits. Provide accurate and timely information regarding shareholding details, dividend payments, and other registrar services. Assist shareholders with account-related issues, including transfers, changes of address, and lost certificates. Investigate and resolve shareholder complaints and concerns promptly and professionally. Liaise with other departments (e.g., Operations, Legal, Compliance) to resolve complex issues and ensure a smooth experience for shareholders. Collect and analyze feedback from shareholders to identify areas for improvement. Recommend changes to processes or policies to enhance the overall customer experience. Maintain accurate and up-to-date records of all customer interactions and transactions in the company's CRM system. Ensure compliance with regulatory requirements and company policies in all dealings with shareholders. Participate in the development and implementation of customer service policies and procedures. Contribute to the design and delivery of training programs for customer service staff to improve service quality. Prepare regular reports on customer service metrics, including response times, resolution rates, and customer satisfaction scores. Present findings and recommendations to the management team to help drive continuous improvement. Build and maintain strong relationships with key stakeholders, including institutional investors and corporate clients. Collaborate with sales and marketing teams to enhance client relations and promote the company’s services . July 2011 – April 2012 Facilitator KUDIRAT INITIATIVE FOR DEMOCRACY  Led group discussions and activities to promote corporation and problem solving among teams  Facilitated training sessions on effective communication, Millennium Development goals, Girl child right etc, and conflict resolution techniques  Managed logistics and scheduling of workshops and events, ensuring smooth execution and participant engagement.  Fostering a positive and inclusive learning environment by providing feedback, guidance and encouragement to participants Education 08/2017 – 08/2024 Lagos, Nigeria Public Administration | Bachelor of Science UNIVERSITY OF Lagos 01/2013 – 09/2016 Lagos, Nigeria Mass Communication | National Diploma YABA COLLEGE OF TECHNOLOGY 09/2006 – 08/2011 Lagos, Nigeria Senior Secondary School Certificate PROPER ARSENAL COLLEGE 09/1997 – 08/2005 Lagos, Nigeria First School Leaving Certificate LIZZY NURSERY AND PRIMARY SCHOOL Professional Certificate Customer Service Skills Alison- Empower Yourself. Issued Sep 2021. No Expiration Date Credential ID- Skills Data Analysis Customer Satisfaction Strategies Strong communication and interpersonal skills. Excellent problem-solving abilities and attention to detail. Collaboration Proficiency in CRM software and Microsoft Office Suite Hobbies Exploring distant lands Feeling the music Capturing moments Some kind of Sport Getting lost in a good book Referee Available on request