Chidera Obijiaku

Experience

• 

  Ministry of Youth and Sports

  Nov 2016 - Nov 2017

  Public Relations Officer

  • Collaborated with internal teams (e.g. marketing) and maintain open communication with the commissioner's office.• Edited and updated promotional material and publications (brochures)• Prepare and distribute press releases internally• Assisted in organizing PR events (e.g. Meeting, press conferences) and serve as the company’s spokesperson• Assisted in Seeking opportunities for partnerships, sponsorships, and advertising• Addressed inquiries from the media and other parties• Prepare and submit PR reports• Manage PR issues Show less

• 

  ALAT by Wema

  Jan 2018 - Jan 2019

  Customer Service Representative

  • Answered inbound calls, proffering assistance to customers who have specific inquiries, requests, or complaints and ensuring that the reason for the customer’s call is met with the highest level of professionalism.• Built customer’s interest in the various services and products offered by the company.• Troubleshoot problems and provided required information using available resources.• Identify and escalate priority issues and also process orders, forms, and applications.• Strategically identify customer needs for the purpose of up-selling and cross-selling the bank’s products and services ensuring that customer satisfaction is maintained and the Bank’s goal achieved.• Appropriately followed up on customer calls where necessary for the purpose of feedback or otherwise.• Initiated call logs and escalation where necessary with consistently followed-up to ensure that every log is closed with appropriate resolution.• Prepared shift reports being forwarded to the line supervisor.• Provided the highest level of customer service while maintaining current product knowledge.• Communicated information to agents regarding new products and services• Social Media Management (Twitter, Facebook, Instagram, and Live Chat)• Used a variety of software packages, such as Microsoft Word, Outlook, PowerPoint, Excel, and CRM on a daily basis. Show less

• 

  ETranzact International PLC

  Jan 2019 - Aug 2022

  • Responded to customer queries in a timely and accurate way, via phone, email, or chat• Identified customer needs and help customers use specific features• Analyzed and reported product malfunctions (for example, by testing different scenarios or impersonating users)• Updated our internal databases with information about technical issues and useful discussions with customers• Monitored customer complaints on social media and reach out to provide assistance• Shared feature requests and effective workarounds with team members• Informed customers about new features and functionalities• Followed up with customers to ensure their technical issues are resolved• Gathered customer feedback and shared it with the Product, Sales, and Marketing teams. Show less • Acted as the point of contact among executives, employees, clients, and other external partners• Managed information flow in a timely and accurate manner.• Racked daily expenses and prepare weekly monthly or quarterly reports.• Formatted information for internal and external communication – memos, emails, presentations, and reports.• Took minutes during meetings.• Screened and directed phone calls and distribute correspondence.• Organized and maintained the office filing system.• Opened, sorted, and distributed incoming faxes, emails, and other correspondence.• Provided general administrative support. Show less • Documented complaints, disputes and inquiries received via emails, telephones, WhatsApp, SMS and live chats based on the bank’s SOPs• Handled inbound calls, emails, and live chats at the company's Contact Centre• Identified and escalating priority issues• Investigated, managed, and resolved customer complaints on interactions received using work knowledge and available resolution-based software• Ensured resolution of pending issues stays within SLA and managed customer feedback process • Dealt with irate customers through the use of excellent interpersonal and resolution skills.•. Keep accurate records and document customer service actions and discussions• Analyzed statistics and compile accurate reports.• Recruited, mentored, and developed customer service agents and nurture an environment where they can excel through encouragement and empowerment.• Kept ahead of industry’s developments and apply best practices to areas of improvement Show less

  • Product Support Specialist (Agency Banking)

    Jul 2020 - Aug 2022

  • Executive Assistant

    Dec 2019 - Jun 2020

  • Customer Support Representative

    Jan 2019 - Dec 2019
• 

  Remita

  Sept 2022 - now

  • Tracking customer experiences across online and offline channels, devices, and touchpoints.• Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.• Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.• Identifying customer needs and taking proactive steps to maintain positive experiences.• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chatapplications.• Analyzing customer feedback on product ranges and new releases, as well as preparing reports.• Performing product tests, evaluating after-sales and support services, and facilitating improvements.• Documenting processes and logging technical issues, as well as customer compliments and complaints.• Keeping informed of industry trends and new CRM technologies. Show less

  • Product Operations Manager (Agency Banking & Lending Services)

    Jun 2024 - now

  • Product Operations Lead (Agency Banking & Lending Services)

    Apr 2023 - Jun 2024

  • Customer Experience Executive

    Sept 2022 - Apr 2023