Summary
Overview
Work History
Education
Skills
Certification
Membership
Timeline
Generic

Tochukwu Nwokocha

Edmonton,Alberta

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Customer Service Officer

First Bank of Nigeria Ltd
01.2018 - 02.2024
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Spearheaded cross-functional initiatives to improve overall customer experience across multiple touchpoints within the organization.
  • Utilized CRM systems proficiently for tracking customer interactions and recording relevant information accurately for future reference.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
  • Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
  • Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.

Customer Service Representative (Call Center)

First Bank of Nigeria Ltd
12.2013 - 12.2017
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Handled customer inquiries and suggestions courteously and professionally.

Sales/Marketing Officer

First Bank of Nigeria Ltd
03.2010 - 11.2013
  • Developed and implemented marketing strategies to promote bank products and services, driving customer acquisition and revenue growth
  • Conducted market research and analysis to identify customer needs and preferences, informing product development and campaign targeting
  • Collaborated with sales teams to create compelling sales collateral and promotional materials, supporting lead generation efforts
  • Organized and executed marketing events and campaigns, coordinating with internal stakeholders and external partners
  • Contributed to the creation of sales presentations that effectively communicated product value propositions.

Customer Relationship Officer

First Atlantic Bank Plc
01.2006 - 12.2009
  • Provide personalized financial guidance and support to clients, ensuring their needs are met promptly and accurately
  • Manage client accounts and resolve any issues or concerns efficiently, maintaining a high level of satisfaction
  • Utilized CRM systems to document customer interactions and track resolution progress, maintaining detailed records
  • Collaborate with internal teams to streamline processes and improve overall customer experience
  • Conduct regular follow-ups with clients to ensure their financial goals are being met and identify opportunities for additional services
  • Act as a liaison between clients and various departments within the organization to facilitate smooth communication and problem resolutions
  • Managed customer relations on ongoing basis to maximize customer retention.
  • Created activities and engagements to enhance customer experience, knowledge, and patronage.

Education

Bachelor of Science - Animal And Environmental Biology

University of Port-Harcourt
Port-Harcourt, Nigeria

MBA - Business Administration

Enugu State University of Science And Technology Business School
Enugu, Nigeria

Skills

  • Customer Relationship
  • Marketing & Sales
  • Project Planning
  • Control and Compliance
  • Project Management
  • Business Process Evaluation
  • Systems Analysis
  • User Support
  • Compliance Management
  • Leadership
  • Effective Communication
  • Relationship Management
  • Business Development
  • Team Collaboration

Certification

  • Standard First Aid & CPR/AED Level C, Canadian Red cross, 2024
  • WHMIS 2015 Worker Education (CSTS 2020), Alberta Construction Safety Association, 2024
  • Common Safety Orientation, Energy Safety Canada, 2024
  • Scrum Master Accredited Certification, International Scrum Institute, 2023
  • Agile Coach - Agile Coach Accredited Certification, International Scrum Institute, 2023

Membership

  • National Institute of Marketing of Nigeria
  • Associate member

Timeline

Customer Service Officer

First Bank of Nigeria Ltd
01.2018 - 02.2024

Customer Service Representative (Call Center)

First Bank of Nigeria Ltd
12.2013 - 12.2017

Sales/Marketing Officer

First Bank of Nigeria Ltd
03.2010 - 11.2013

Customer Relationship Officer

First Atlantic Bank Plc
01.2006 - 12.2009

Bachelor of Science - Animal And Environmental Biology

University of Port-Harcourt

MBA - Business Administration

Enugu State University of Science And Technology Business School

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Tochukwu Nwokocha