CHUKWU MARY-JOAN OBIANUJU

Work History

CODE FOR AFRICA

10.2023 - 08.2024

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Responded to customer requests for products, services, and company information.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customized support strategies for high-priority clients to ensure their specific needs were met.
Developed feedback system for customers to share their service experience, leading to actionable improvements.
Collaborated with product team to communicate customer feedback, resulting in product enhancements.
Resolved complex issues proactively, preventing potential roadblocks to successful project completion.
Enhanced program efficiency by streamlining processes and implementing innovative solutions.
Answered as many as 70 telephone and electronic inquiries per day.

CWG PLC

05.2022 - 10.2023

Manage approximately 30 customer records, incoming calls and follow up on ensuring customer satisfaction on services rendered per day.
Effectively manage and prioritize a high volume of incoming customer communications via various channels, such as email, social media DMs, ticketing third party tools
Troubleshoot technical issues in a timely manner ensuring solutions and tickets are handled without delays
Collaborate with cross-functional teams, including Product Development and Operations, to address customer concerns and provide product/service feedback
Contribute to the development and implementation of marketing message, marketing strategies and customer support strategies to ensure right messaging and best practices, promoting a customer-centric culture within the organization
Planned, implemented, and tracked sales and marketing strategies to promote brand products.
Conducted competitor analysis, identifying key differentiators to strengthen the brand's unique selling proposition.
Increased brand awareness by developing and implementing targeted marketing campaigns.
Implemented data-driven performance tracking methods for ongoing analysis and optimization of marketing efforts.
Analyzed market trends to identify growth opportunities for the brand and inform strategic decision making.
Enhanced customer engagement through the creation of compelling content for social media platforms.

GRANGE EDUCATION LIMITED

01.2021 - 05.2022

Receive calls and serve as the primary point of contact for customer inquiries, issues, and requests, demonstrating professionalism, empathy, and efficiency when attending to parents and walk-in customers
Managed marketing campaigns, strategic partnerships, competition mapping and brand building initiatives
Vendor management and evaluation of performance on project delivery
Secured 3 partnerships to drive growth for the school which grew the admission rate from 15% to 22% in the 2022/2023 Academic term
Evaluated and maintained a marketing strategy for content and communications
Managed partnership with our customers in UK and Canada
Defined and tracked campaign effectiveness and adjusted strategies accordingly.
Increased brand awareness by implementing targeted marketing campaigns and strategies.
Led creative brainstorming sessions that resulted in innovative ideas for promotional projects.
Organized events and trade shows to showcase company products and services, generating valuable leads.
Spearheaded public relations efforts that resulted in increased media exposure and brand recognition.

GEMSTONE LEADERSHIP NETWORK

02.2020 - 11.2020

Planned and assisted with new service launch and promotional activities
Managed and grew an online community of from 0 to over 750 individuals from 4 continents
Engaging customers to ensure learning and delivery satisfaction
Content Strategy and Execution for social media pages and community digital platforms
Took initiative to create content and manage communities associated with the brand and push the brand forward

GALLANTBIZ LIMITED

02.2019 - 02.2020

Created the customer support department and recruited a team of 5 persons
Worked well in a team setting, providing support and guidance.
Handle 70+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and canceling services
Trained two new employees in how to use CRM Systems, entering customer data and organizing customer interaction logs
Received an average 85% customer satisfaction rating to date, 15% higher than the company average
Suggested a new tactic to persuade canceling customers to stay with the company, resulting in a 5% decrease in cancellations
Championed and led the team that worked on the ‘New Nigeria’ documentary
Initiated product launch ideas and ongoing features/benefits tailored for each target segment
Worked effectively in fast-paced environments.
Self-motivated, with a strong sense of personal responsibility.

JCI INTERNATIONAL LIMITED

10.2013 - 10.2017

Serve as the primary point of contact for customer inquiries, issues, and requests, demonstrating professionalism, empathy, and efficiency
Effective management of the brand presence online and offline through feedback and evaluation from customers
Developed strategies that aided the proper running of the Training department
Ensured accurate electronic training records are kept for all courses
Managed the trained and licensing of over 2500 employees to enhance success in field operations.