chiamaka Nwakor

Customer Experience Analyst

Flutterwave

Jun 2023 - Current (3 years 5 months)

• Effective team management to ensure operational gaps are closed and KPI's (SLA, NPS and average
Quality score) are met consistently.
• Mentor and Coach Team members via 1:1 session to improve performance and correct compliance gaps.
• Analyze customer query data and ensure the right tactics are implemented to ensure team meet Customer
Satisfaction, First Call resolution (FCR) and SLA Targets.
• Onboard new employees into the team, helping them get familiar with available work tools, train them on
work ethics as well as company's products and services.
• Drive faster response to Customer queries by developing Knowledge base and repository of Frequently
asked Questions (FAQ).
• Team Point of Cont

Customer Success Chat Representative

Achieve Test Prep

Mar 2023 - Aug 2023 (6 months)

• Generate sales leads
• Maintain a high level of competence by remaining abreast of any changes which will affect the customers largely
• Follow communication procedures, guidelines and policies.
• Identify and assess customers’ needs to achieve satisfaction.
• Provide accurate, valid and complete information by using the appropriate materials.
• Give appropriate solutions and alternatives to customers chatting in.
• Keep records of customer interactions, process customer accounts and file documents.
• Provide excellent Customer Service on a consistent basis.
• Solving customer’s complaints using CRM tools like Sales force, Google Docs, Base Camp, Snap Engage and Skype.

Customer Service Representative (Email Support)

MTN Nigeria

Oct 2016 - Aug 2023 (6 years 11 months)

• Provide primary customer support to internal and external customers.
• Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Effective team management to ensure loop holes are closed and KPI's (SLA, NPS and average Quality score) are met consistently.
• Collaborate with senior managements and team members to ensure exceptional customer service and achieve target results.
• Ensure that team members are mentored, coached via one on one sessions and adhere strictly to policies and procedures.
• Analyze customer queries and ensure team members respond as First Call Resolution (FCR) within defined business SLAs.
• Onboard new employees into o

Customer Care Agent

MTN Nigeria

Aug 2011 - Sep 2016 (5 years 2 months)

• While responding to 120 inbound calls per day in a high call volume environment, consistently maintained effective time management and troubleshooting skills, which reduced escalations and ensured a 97% customer service satisfaction rate.
• Collaborated with the Quality Management team to ensure proper handling techniques are carried out when dealing with aggressive or irate clients, thereby ensuring exceptional service while maintaining a positive customer experience.
• Managed and streamlined customer accounts using Avaya, CRM, CEM, Egain, and Minsat when resolving complaints as part of the First Call Resolution (FCR) process, thus further reducing escalations.
• Promoted upselling and cross-selling of MTN products

Welfare Officer (Establishment and Training Department)

Federal Capital Territory Administration

Mar 2010 - Feb 2011 (1 year)

• Evaluated 100+ employees during pensioners retirement benefits plan, maintaining effective communication and strong ability to control tensed situations while ensuring satisfaction for each client.
• Implemented short and long-term strategy for execution and management of employees and other related issues linked with staff planning, budgeting, organizing, and scheduling.
• Liaised with external and internal professionals to provide holistic support.
• Highlighted additional support provisions to maximize clients' growth opportunities.
• Established and maintained working relationships with clients based on trust and non-judgement. Additionally, I utilized virtual assistance skills to manage administrative task

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chiamaka Nwakor

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Behavioral traits