Chidera Ekeocha, (ACIPM In View)

Experience

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  Delta State Education Management Board

  Sept 2021 - Sept 2022

  Research Assistant
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  Wema Bank Plc.

  Sept 2022 - Apr 2024

  Customer Service Officer

  -Resolve product/service issues by clarifying customer complaints; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment alongside following up to ensure resolution.-Resolve customer complaints through the use of proficient application platform such as Fresh Desk, Finacle Statement, Finacle Access Manager, ALAT Back-Office Applications, Nigerian Inter Bank Settlement System (NIBSS), E-Pay Statement, TRANWALL, CSMS, Microsoft Outlook, Teams etc. -Logging and reviewing customers’ complaint on JIRA, ARBITER (extra switch), Direct Card Issuer Routing (DCIR).- Effectively manages a high volume of inbound and outbound customer calls.- Identify and assesses customer’s needs to achieve maximum satisfaction.-Meet personal/team call handling quotas.-Manages customers’ email interactions effectively and efficiently.-Manages customers’ social media interactions (Live chat, Facebook, Twitter, Instagram and Whatsapp effectively and efficiently based on the bank’s SOPs in a complex, fast-paced and challenging call centre environment.- Addresses and resolved customers’ product complaints empathetically and professionally.- Referred unresolved customers’ grievances to designated departments to enable further investigation.-Meet service and quality standards during every review period.-Keeps records of customers’ interactions, process customers’ accounts and file documents.-Work according to the communication detects/procedures, guidelines and policies of the bank. Show less

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  Kuda

  May 2024 - now

  Customer Support Specialist

  ● Resolve customer complaints and issues in a timely and professional manner through the use of proficient application platform such as Intercom, Suite, Nerve, Data Studio, Meta Map, Smile ID, Nigerian Inter Bank Settlement System (NIBSS), Jira, Google suites, Slack, Notion etc. ● Answering customer inquiries about financial products and services. ● Identifying and escalating potential fraud or security issues. ● Processing transactions, such as payments, transfers, and account updates. ● Manages customers’ email interactions effectively and efficiently. ● Manages customers’ social media interactions (Live chat, Facebook, Twitter and Instagram effectively and efficiently based on the bank’s SOPs in a complex, fastpaced and challenging fintech call center environment. ● Meeting performance metrics, such as call handling time, first call resolution, and customer satisfaction. ● Staying up to date with industry trends, products and regulatory requirements. ● Maintain accurate records of customers’ interactions using CRM software. ● Addresses and resolved customers’ product complaints empathetically and professionally. ● Collaborating with internal teams such as sales, marketing, and technical support. ● Refer unresolved customers’ grievances to designated departments to enable further investigation. ● Participate in training and quality assurance programs to enhance my skills and knowledge. ● Work according to the communication detects/procedures, guidelines and policies of the Bank. Show less