IKENNA UCHE DIOGU
Customer Service Manager
Edmonton,AB
Summary
Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
Customer Service Manager
Pjoc Nigeria Limited
Wuse 2, Abuja
06.2021 - 08.2022
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
Computer Systems Analyst
Dexter Cyberlab
Wuse 2, Abuja
05.2018 - 05.2021
- Communicated complex computer information into easy-to-understand terminology for non-technical individuals.
- Researched latest technologies to add efficiency to organization's existing systems.
- Trained employees on computer systems, providing thorough documentation and other educational materials.
- Performed diagnostics and testing keep systems working as expected.
Education
Bachelor of Science - Mathematics
Federal University of Technology Owerri
Owerri, Imo State Nigeria 11.2008 - 09.2014
Skills
Exceptional telephone etiquette
Research and due diligence
Complaint resolution
Telemarketing expertise
Account updates
Administrative support
Excellent time management skills
Technical Support
Certification
Certified IBM Customer Care Engagement Specialist, Coursera
Timeline
Customer Service Manager
Pjoc Nigeria Limited
06.2021 - 08.2022
Certified by Coursera - Speak English Professionally: In Person, Online & On the Phone - Georgia Institute of Tech
05-2019
Certified IBM Customer Care Engagement Specialist, Coursera
04-2019
Certified by Coursera - Introduction to Data Analysis Using Excel - Rice University
04-2019
Computer Systems Analyst
Dexter Cyberlab
05.2018 - 05.2021
Bachelor of Science - Mathematics
Federal University of Technology Owerri
11.2008 - 09.2014