Arinze Adigwe MCICRM ANIPR ARPA

Experience

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  UBA INSURANCE LTD

  Feb 2006 - Jan 2007

  Call Center Advisor

  • Clients’ relationship and service quality management• Handling of Clients enquires. (Claims, premiums, renewals etc) • Image projection through effective customer service delivery• Relate with all departments to resolve Clients issues.• Telemarketing and Generation of call details.

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  Hr Indexx Limited.

  Feb 2007 - Jul 2007

  Customer Interaction Centre Agent

  • Handling of customers’ account enquiries on the phone and email professionally• Ensure compliance with agreed service delivery levels.• Telemarketing of bank’s product and Generation of call details.• Customers’ relationship management.

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  United Bank for Africa

  Aug 2007 - Jan 2012

  • Customers complaints management • Derive customers complaints to resolution • Handles all Voice message for the Director of Customer Service in line with agreed service delivery levels.• Handles customer complaints (Walk-in customers to head office) • Service quality and Customers’ relationship management• Demonstrate an effective feedback mechanism in the course of duty. • Monitor data and use it as a tool for continuous improvement. • Immediate escalation of unresolved issues. • Promote interaction and communication between divisions to improve service delivery levels Show less •Handles customer enquiries in line with agreed service delivery levels, demonstrate an effective feedback mechanism in the course of duty and ensure branch compliance with agreed service delivery levels.•Log in all queries using remedy or any other CRM application at all times, keying all enquiries into the system irrespective of the issue in concern. •Develop and update the Customer Interaction Centre policies, processes and procedures (PPP). •Immediate escalation of unresolved issues. •Image projection through effective customer service delivery•Telemarketing of bank’s product.Electronic banking •Ensure Service quality delivery •Handling of customers’ complaint, enquiries and request (master card, visa card, naira credit debit card Xchange card, U-direct, U-Mobil, etc).•Image projection through effective customer service delivery•Attending to customers issues professionally and resolving them promptly, efficiently and effectively. Customers’ relationship management Show less

  • Team Lead,Customer Services Directorate

    Jan 2009 - Jan 2012

  • Team member, Corporate Communications & Customer Services

    Aug 2007 - Dec 2008
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  World ‘N Traveland

  Jan 2012 - Oct 2017

  Head, Brand Management and Customer Care

  ● Initiate and monitor the company’s corporate communication activities, including advertising, branding, digital marketing, press briefings, and public relations engagement.● Championed the strategic planning and co-hosting of two marketing programs on two radio stations weekly.● Service Levels Agreement (SLA) and process flow development/ implementation for better customer experience.● Central point for the escalation of all customer service issues.● Develop constructive ways to resolve Identified lapses in products and processes.● The implementation of an effective feedback system that is tailored to monitor service quality against best practices. Show less

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  Veritas Kapital Assurance Plc

  Nov 2017 - now

  Head, Marketing & Corporate Communication Management /Customer Experience