Chika Chigozie
Customer Relationship Management
32 Surma Close
Summary
A Customer experience Professional with over ten years’ experience with proficiency in CRM tools. Proficiency in digital marketing channels such as Search Engine Optimization, Content marketing, email marketing and social media marketing. Dedicated to positioning the image of a company’s product in the minds of customers. Able to build friendly brands by creating high quality professional relationships with customers that generate sales opportunities and build customers’ loyalty. Very tech savvy, proactive, and passionate in driving business activities.
Overview
15
15
years of professional experience
1
1
Certification
25
25
years of post-secondary education
Work History
Call Centre Agent
MTN Nigeria Communications Limited
Apapa
04.2010 - 10.2024
- Attended to customers’ requests over the phone to resolve issues and product information requests.
- Required to meet a daily target of resolving 120 customers complains for 6-hours day shift and 12-hours night shift.
- Escalated issues beyond me to the escalation’s unit promptly for quick resolution.
- Left every customer I contacted more satisfied with a pleasant experience than when he/she met us.
- Provided exceptional customer service delivery by administering professional advice and recommendations to all complains.
Brand Consultant
Tech-Ville Digital Space
Ikeja , Lagos
09.2016 - 08.2023
- New product launch and product development as well as developing new business opportunities.
- Brand strategy, including setting of brand guidelines, brand vision and value proposition.
- Evaluation of emerging technologies, provide thought leadership and perspective for adoption.
- Analysis of sales forecasts and relevant financials and reporting on product sales.
- Managing budget for advertising and promotional items.
- Overseas campaigns, events, corporate responsibility programs and sponsorship.
- Brainstorm new and creative growth strategies.
Customer Service Team Lead
Libi Shop Limited
Ikeja , Lagos
04.2019 - 09.2021
- Created digital marketing strategy for customer attraction and sales.
- Provided Marketing communication plan to team members for implementation.
- Organized routine productivity trainings to new team members and performance appraisal for team members.
- Monitored quality assurance of products and service delivery of team members.
Client Service Team Lead
FOC STAR LTD
Apapa FOC STAR LTD Client Service Team Lead February 2016- April 2019
02.2016 - 04.2019
- Organized workflow and delegating duties within the team to meet deadline and ensure maximum compliance.
- Followed up on customer interactions/issues to resolution stage for excellent experience.
- Ensured maximum customer satisfaction and retention through feedback by conducting routine product and service satisfaction surveys on customers.
- Supervised and monitored the inventory and distribution of petroleum products to our customers.
Education
Master of Science - Digital Business
University of Salford
Manchester 09.2003 - 09.2024
Bachelor of Science - University Level
Federal University of Technology
Owerri 09.2003 - 01.2008
Skills
- Excellent Spoken and Written Communication Skills
- High sense of commitment
- Knowledge of IT Hardware and Software
- Training
- Business Development
- Customer Experience Management
- Digital Marketing, Branding, Sales and Retail sales
- Supervising and Training
- Customer Relationship Management (CRM),
- Team Management
- Value Proposition
- Leadership
- Customer-focused
- Team building
- Knowledge of [Software- CRM]
- Social media marketing
- Problem-solving
- Time management
Certification
- Senior Member - Institute of Customer Service of Nigeria- (2020)
- Full Member - Chartered Institute of Customer Relationship Management (2020)
Timeline
Customer Service Team Lead
Libi Shop Limited
04.2019 - 09.2021
Brand Consultant
Tech-Ville Digital Space
09.2016 - 08.2023
Client Service Team Lead
FOC STAR LTD
02.2016 - 04.2019
Call Centre Agent
MTN Nigeria Communications Limited
04.2010 - 10.2024
Master of Science - Digital Business
University of Salford
09.2003 - 09.2024
Bachelor of Science - University Level
Federal University of Technology
09.2003 - 01.2008
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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