Chima Agu Email & Phone Number

Lagos, Nigeria

Lagos State, Nigeria

I am responsible for managing the customer experience across all facets of the business's operations, spanning three brands and covering six geopolitical zones in Nigeria.Leadership and Team Development: Lead recruitment, mentorship and ongoing development initiatives for customer service agents, fostering an environment conducive to their success through.

Lagos, Nigeria

• Reduction of friction and solving customers' specific problems and unique challenges: Oversaw audit checks for interactions on social media, calls, mails and chats.
• Support key digital transformation projects and priorities and tracking investments and impact.
• Translating customer needs into business requirements: Created game plans and gap analysis documents which detailed the impact assessment of business challenges.
• Plays a critical role in Digital enhancements for internal processes and operations by ensuring that all digital channels are fully compliant with the rules and operating procedures of the bank.
• Constantly review and identify gaps in digital channels which could lead to poor customer services, service downtime, fraud, financial loss and reputational damage to the bank.
• Leading teams in developing business and customer cases to help drive experience improvement: Oversaw the implementation of a credit portal facility and a core banking application.

Lagos, Nigeria

 Responsible for content, User Acceptance Testing, implementation and maintenance of the sites. Evaluate usability and utilization of web / online pages / features, recommending and implementing approved planned improvements based on user feedback. Responsible for the quality assurance of sites and related digital assets Assist with the development of.

 Maintaining high quality work environment & ensuring team members are motivated to perform at peak levels. Identifying CSR development needs & implementation of staffing, scheduling & reward/recognition programs. Providing accurate, specific & timely performance feedback for CSR’s, real time monitoring for all agents as well as providing detailed.

 Resolved problems with malfunctioning products and provided base level support across board. Performed initial client assessment and analysis to begin research process & increase customer experience. Achieved set monthly revenue and registration target. Called on policyholders to deliver and explain policies as well as analyze promotions; suggest.

Lagos, Nigeria

 Provided base level IT support to non-technical personnel within the business. Followed up with clients to ensure optimal customer satisfaction. Activated accounts for clients interested in new services. Identified and solved technical issues with a variety of diagnostic tools. Helped drive sales goals and achieve monthly quotas. Managed a wide.

Lagos, Nigeria.

 Identified opportunities, developed plans and established business alliances that strengthened the NairaBET brand. Carried out sensitization activities and generated new leads for the Quality Assurance department. Tutored 20 agents monthly on product knowledge and coached new agents on the company’s policies. Evaluated CSR’s (Customer Service.

Lekki, Lagos.

 Dealt with dissatisfied customers daily and ensured first contact resolution was achieved on all occasions. Managed high call volume with tact & initiated action plans for management based on customer feedback. Telemarketing of NairaBET’s products & services via campaign calls.Adjudged the best Customer Service Agent for 6 months ( Nov 2017- April.

Lagos State, Nigeria

• Liaised with the digital marketing and sales department to boost sales and increase revenue and traction for the company.
• Gave the firm a positive image on social media by building a strong online presence through posts,advertisements and in general, the creation of awareness.
• Collaborated with third-party vendors to implement a more profitable delivery system.
• Briefed executives on technology risks and suggested ways to alleviate concerns; completed & and submitted monthly and yearly sales reports to enhance executive decision-making

Lagos State, Nigeria

• Collected, reviewed and updated customer documentation, including identification, address proof, and other required documents.
• Ensured compliance with AML, CDD, and KYC regulations and guidelines.

Designing of Pipeline and Instrument Diagrams.

Bachelor Of Engineering (B.Eng), Major: Communication Engineering

Education record