Chioma Ejewuke, Mba, Psm, Prosci, Lssbb, Itil, Email & Phone Number

Nigeria

Nigeria

Service Management & Team Building Foster a conducive work atmosphere for professional growth, nurturing excellent personnel at all levels. Uphold adherence to the organization's core values, strategic plan, and guiding principles among Service & Project Managers. Engineer the design, planning, and implementation of customer services aligned with both.

Nigeria

• Key Responsibilities:
• Spearheaded the establishment of organizational change management practices at Interswitch, steering all change projects to ensure efficient transitions and optimum adoption.
• Conducted internal campaigns to educate staff during organizational changes, fostering constant reminders of our values, goals, and cultural expectations.
• Led change initiatives using the ADKAR methodology, ensuring awareness, desire, knowledge, ability, and resistance factors were effectively addressed for value realization.
• Collaborated with top management, project teams, and impacted stakeholders across the organization to execute change initiatives impacting people, processes, systems, technology, and organizational structures.
• Managed resistance to change, ensuring alignment of all impacted parties throughout the transition stages.

Nigeria

• ISO 9001 Compliance: Effectively ensured documentation and approval of all processes within Interswitch, aligning them with ISO 9001 standards for staff adoption.
• Led Lean Six Sigma training within the organization, collaborating with Yellow/Green Belts on improvement projects for enhanced operational excellence.
• Kaizen Project Management: Managed 38 Kaizen projects with a 98% completion rate, resulting in reduced costs and heightened service security.
• Green Belt Projects: Successfully completed multiple Green Belt projects, leading to reduced costs, increased revenue, and enhanced productivity.
• Project Management Framework: Led the re-engineering of the Project Management framework, reviewing strategy, processes, technology, and people, improving project quality and timely delivery.
• Customer-Centric Process Improvements: Improved Operations and Customer Support processes based on the voice of the customer, resulting in timely incident resolution and increased customer satisfaction through smart.

Nigeria

• Streamlined and documented Business processes for the organization and ensured the elimination of operational redundancies.
• Maintained the organization’s ISO 9001 Certification by ensuring all operational processes are documented, validated and approved.
• Provided business analytics to enable the management team spool relevant project charters and business cases to secure resource commitments from Senior Management for the execution of planned initiatives.
• Created a knowledge base for groups within the organization to ensure repeatable activities in providing exceptional Customer Service to our customers
• Monitored compliance to Service Level Agreements and ensured service management policies & procedures are adhered to deliver superior IT service, reward performance and ensure consistency.
• Actively managed improvement projects using the Lean Six Sigma Methodology and focused on empowering associates at all levels of the organization in continuous improvement.

Nigeria

• Monitored the Contact Centre activities which consist of Telephony, resolution of Walk-in support and complaints, Inflow/Outflow information management and proper handling customer enquiries.
• Identified training needs and facilitate training/learning plan for support division and ensure knowledge sharing sessions are constantly held as new products and solutions were launched in the organization
• Supervised Quality Assurance & Monitoring within the service desk which aimed at Improving agent and supervisors’ productivity and effectiveness, and kept management in touch with staff’s performance.
• Improved consistency and quality of customer interactions across all channels (telephone, email, chat/IM, etc.
• Project managed the implementation of a robust CRM framework in to monitor customer life cycle through the different stages which includes Marketing, Sales, Project Implementation, Service Operations and efficient.
• Participated in customer and client listening programs to identify customer needs and expectations and regularly prepared and analysed internal and external quality reports for management staff review.

Nigeria

• Set financial targets with respect to sales turnovers and generated demand by proactively engaging potential customers and ensured growth in transaction volume and bottom line.
• Engaged in strategic sourcing of prospective clients, bid tendering and acquired and integrated various clients to the Interswitch platform.
• Prepared sales proposals and presentations to prospective clients
• Created a CWIP program (Certified WebPAY Integration Partners) to increase sales, reduce integration timeline and hasten Go-Live of Ecommerce products. Structured a strategic alliance between Interswitch and diverse.
• Conducted after sales support to existing customers thereby leveraging on the opportunity to Cross sell & Up sell to customers and initiated more sales opportunities with existing customers.
• Engaged in Customer Requirement gathering, proposal writing and presentation to ensure our products and services are in alignment with our Customer’s success

Bachelor Of Science (Bsc), Estate Management

Masters In Business Administration