Grace Nkiruka Ibeh
Summary
Dynamic and results-driven Customer Service Manager with over a decade of experience in leading high-performing teams and enhancing customer satisfaction across diverse environments. Recognized for my ability to streamline operations, resolve complex customer issues, and drive continuous improvement in service delivery. With a strong background in office administration, financial management, and team leadership, I excel in fostering productive work environments and delivering exceptional customer experiences. Adept at leveraging advanced technical skills and in-depth knowledge of customer service best practices to optimize workflows and ensure compliance with organizational policies. Committed to contributing to organizational success by aligning customer service strategies with business goals and cultivating a culture of excellence.
Overview
16
16
years of professional experience
Work History
Senior Customer Service Representative
Ministry of Citizens Services
04.2015 - 08.2024
- Achieved a 90% improvement in customer satisfaction scores by mentoring and training customer service representatives, analyzing root causes of customer issues, implementing targeted solutions, and ensuring follow-up for complete resolution.
- Enhanced product and service offerings by delivering 95% increase in customer-driven improvements, gathering feedback, and relaying insights to relevant departments, ensuring alignment with company policies and standards.
- Increased operational efficiency by 95% through the optimization of office operations and public service delivery, leveraging advanced expertise in MS Office applications, Internet, and database tools.
- Improved financial transaction accuracy by 95% by strictly adhering to organizational financial policies, procedures, and principles, ensuring compliance, and taking full responsibility for errors and corrective actions.
- Boosted resolution efficiency by 90% by handling customer complaints with empathy and professionalism, employing computerized cash and inventory control systems, and escalating issues when necessary for optimal outcomes.
Acting Service Manager
Ministry of Citizens Services
02.2024 - 04.2024
- Achieved efficient daily operations by supervising three offices and leading a team of 12+ staff members, ensuring seamless service delivery.
- Enhanced workflow and productivity by strategically delegating tasks to high-performing staff, resulting in a 95% increase in service efficiency.
- Maintained a harmonious and productive work environment by effectively managing employee schedules and resolving conflicts, leading to a 90% reduction in absenteeism.
- Facilitated continuous operations by conducting regular inventory checks and coordinating timely procurement of office supplies, minimizing downtime.
- Improved staff performance and skills by implementing targeted training programs, leading to a 90% increase in customer satisfaction ratings.
Customer Service Representative & Supervisor
First Bank of Nigeria, PLC
10.2008 - 08.2014
- Achieved a 90% increase in customer satisfaction by efficiently handling and resolving complaints while maintaining accurate records of all interactions, transactions, and issues.
- Enhanced team productivity by 95% by leading, motivating, and supporting a team of 30+ Customer Service Representatives through targeted training and mentorship programs.
- Improved issue resolution time by 95% by serving as the primary point of contact for escalated issues and addressing systemic problems with innovative solutions, leading to higher customer retention.
- Boosted service delivery efficiency by 90% by leveraging advanced computer applications, including Microsoft Word, Excel, Outlook, and database systems, to provide timely and accurate information to customers.
- Increased transaction accuracy by 100% by managing financial transactions through computerized cash and inventory control systems, ensuring precise and efficient operations.
Education
Certificate - Business Management
Northern Lights College
British Columbia01.2022
Certified Service Professional - undefined
Institute For Citizen-Centred Service
01.2019
Bachelor's Degree - Accounting
Federal Polytechnic
Nekede01.2006
National Diploma - Accounting
Akanu Ibiam Federal Polytechnic
01.2002
Skills
- Leadership
- Communication
- Problem-Solving
- Conflict Resolution
- Emotional Intelligence
- Policy Development
- Microsoft Office Suite
- Operational Management
- Financial Transaction Management
- Customer Relationship Management (CRM)
Languages
English
Full Professional
Timeline
Acting Service Manager
Ministry of Citizens Services
02.2024 - 04.2024
Senior Customer Service Representative
Ministry of Citizens Services
04.2015 - 08.2024
Customer Service Representative & Supervisor
First Bank of Nigeria, PLC
10.2008 - 08.2014
Certificate - Business Management
Northern Lights College
Certified Service Professional - undefined
Institute For Citizen-Centred Service
Bachelor's Degree - Accounting
Federal Polytechnic
National Diploma - Accounting
Akanu Ibiam Federal Polytechnic
Similar Profiles
NAVEEN HEBBALENAVEEN HEBBALE
Junior Business Analyst at Ministry of Citizens’ Services, NCSJunior Business Analyst at Ministry of Citizens’ Services, NCS
ARIEL MACFARLANEARIEL MACFARLANE
Executive Administrative Assistant at Ministry Of Citizens' ServicesExecutive Administrative Assistant at Ministry Of Citizens' Services
Brittany RhyndressBrittany Rhyndress
Executive Administrative Assistant at Ministry of Government CommunicationsExecutive Administrative Assistant at Ministry of Government Communications
Brittany EzzoBrittany Ezzo
Senior Customer Service Representative/Administrative Assistant to the Director of Customer Care at South Norwalk Electric & WaterSenior Customer Service Representative/Administrative Assistant to the Director of Customer Care at South Norwalk Electric & Water
JADA JOHNSONJADA JOHNSON
Senior Customer Service Representative & Sales Representative KellyConnect at NASenior Customer Service Representative & Sales Representative KellyConnect at NA