ONYEKWELU, VIVIAN CHINYERE
Lagos state, Nigeria |- |
-| https://www.linkedin.com/in/vivian-onyekwelu
PROFESSIONAL SUMMARY
A resourceful professional with over three years of experience using corporate policies and procedures for strategic tasks provides administrative
relief to executives, business owners, clients, and teams. Accomplished in aiding day-to-day business operations and fostering relationships with
customers and clients; sustaining an impeccable online reputation by providing top-class customer support, scheduling appointments, meetings, or
events; Social media management; Sales and Marketing; and transferring and updating information from various sources, such as paper documents,
forms, or digital files, into a digital format that can be easily accessed and managed for business growth. Inspired to learn, develop, and excel in a
fast-paced industry offering career growth and value addition.
AREA OF EXPERTISE
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Customer Service (Email, Phone, and Live chat)
Email and Calendar Management
Cold Calling and Appointment Scheduling
Google Slides, Sheets, Word, and Meet
Slack, Zoom, Calendly, Skype, and Trello
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CRM Tools (Zendesk, Hubspot, Apollo,
Intercom)
Microsoft Excel, Word, Teams, and Drive
Asana, ClickUp, Monday.com, and Fresh
desk
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Travel Booking
Customer Success
Web Research
SharePoint
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Lead generation
WORK EXPERIENCE
Customer Service Manager
January 2015 – June 2023
Orange Stores, Lagos State, Nigeria
● Collaborated with the marketing department to market the organization's products to prospective clients for possible sales closure, resulting in
an increase in sales and lead conversion of 40%.
● Led cross-functional teams to develop sales incentive compensation plans, sales contests, and customer satisfaction, resulting in an overall
growth rate of over 60%.
● Participated in all revenue strategy meetings with General Managers, the revenue manager, and the area sales leader to drive revenues; Drove
25% of the company's revenue from net new sales efforts over four years
● Foster strong interest and a culture of continuous change by designing and implementing critical introductory training for front-line,
middle-level, and senior-level staff; Improved efficiency and effective handling of unique customer situations by 80%.
Customer Support Specialist
May 2011 – December 2014
D'jure, Lagos State, Nigeria
● Spearheaded and took ownership of customer issues and provided appropriate resolutions to help enhance existing customers; received a
customer satisfaction survey of over 90%
● Handled routine customer care calls, solicited sales, up-sold products, provided benefits and features about current services, and explained
their value; Increased sales by 35%
● Provided price quotes and established payment and credit terms for customers; Increased customer base sales by 20% and gross profit by 12%
within ten Months.
● Resolved over one hundred customer problems daily and provided up-to-date, accurate, and appropriate information.
Customer Service Representative
March 2010 – April 2011
Zenith Bank Plc
● Spearheaded a timely resolution channel for customer inquiries and complaints in line with the organization's SLA and obtained a 4.6-star
customer satisfaction rate
● Supported customers through the application process for various financial services, helping them fill out forms, gather necessary documents,
and understand the requirements.
● Professionally respond to customers’ questions regarding loan applications, eligibility criteria, interest rates, repayment terms, and
credit-related matters.
● Kept records of customer interactions, processed customer accounts, and filed documents.
EDUCATION
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Masters of Arts (M.A) in International Affairs and Diplomacy
University of Legon, Accra, Ghana
Bachelor of Arts (B.A) in French
University of Ibadan, Oyo State, Nigeria
CERTIFICATIONS AND AWARDS
● Certificate in Spanish (Cehdil Centre for Human Development, Accra) DELPH B2
● Customer Service Basic Course Certified by Alison Learning
● Technical Support Fundamentals Certified by Coursera
● Project Management: The Fundamentals and Beyond Certified by DEXA
● The Complete Microsoft Word Course Certified by Udemy
● Master all the Microsoft Excel Macros and the basics of Excel certified by Udemy
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