Chioma Linda Ezenwosu

CHIOMA LINDA EZENWOSU, MSC, ACIPM, HRPL Address: Abuja, Nigeria|| Cell:-||Email:-LinkedIn: https://www.linkedin.com/in/linda-chioma-ezenwosu-b- CUSTOMER SUCCESS MANAGER | CONTENT & DIGITAL MARKETER | DATA ENTRY | VIRTUAL ASSISTANT PROFESSIONAL SUMMARY Innovative and result-driven customer success professional with 7 years cognate experience in people focused services, solutions and strategy. Experienced and high performing collaborator with a proven record of managing stakeholder relationships, liaising with product development teams and establishing customer success standards and roadmaps that lead to growth, retention, partnerships, and repeatable success. AREA OF EXPERTISE On-boarding Success | Product Adoption| Customer Success | Conflict Resolution | Data Management | Team Success |Relationship Building |Up-selling and Cross-selling | Retention & Renewal | Data Analysis | Digital Marketing | Content Management| Copywriting | Project Management |Risk Management and Audit |Talent Management | TECHINICAL SKILL: Slack, Clickup, Jira, ZOHO, SeamlessHR, Microsoft Office tools, Google Workspace, Zoom, Photoshop, Corel Draw, Canva, Cloud Security PROFESSIONAL EXPERIENCE Head, Corporate ServicesChanelle Microfinance Bank Limited, Nigeria 06/2021-02/2022 People Strategy: Coordinated the people and brand communication departments. Reengineered the department’s job activities, aligned same with business objectives. Laid the foundation for data collection and people productivity metric using Microsoft Excel Reviewed records of employee exit interviews, engaged employees, department heads and C-suite on improving the general work culture, implemented leadership training for managers. Reduced attrition rate by 53%. Improved job satisfaction by 50% and aligned key performance indicators to business objectives through job design and reclassification. Reduction in burnt out, absenteeism and improved the quality of work done. Talent acquisition: Reduced time to productivity by 2 months, reviewed staff strength per workload, reviewed pay and work flexibility to ensure talent optimization. Team Lead, Customer Service UnitRapid Vigil Security Company Limited, Nigeria 09/2017-06/ 2020 Trained and coached 56 Customer Service Representatives (CSRs). Provided direction and support to CSRs with a goal of continually meeting and expanding the definition of world class customer service Maintained an estimated customer satisfaction rate of 97% through periodic engagement with product developers and installers to remove and resolve challenges to excellent customer service. Implemented at least one customer service improvement initiative quarterly and recorded an estimated 65% increase in process improvement reviewing and redesigning customer success road map. Actively undertook marketing and distribution of the company products and services. Prepared proposal documents, booked and attended sales meetings. Cumulatively averaged 86% in monthly sales target. Using spreadsheets to manipulate data (charts, tables, etc). Ensuring all customer information on the system is accurate and up-to-date Customer Relationship OfficerUnited Bank for Africa, Nigeria 05/2015-03/ 2017 Resolved 500+ customer inquiries weekly using a customer success roadmap which improved the branch rating by 48%. Increased branch service offerings and earrings by 36% and 25% through team support and learning; processed local and international financial transactions for retail and commercial customers. Consistently met and exceeded monthly target of 30 customers’ enrolments on the Banks E-banking platforms through constantly and consistently conversion of walk-in customers, resolving associated issues, cross selling, up-selling and good customer services. Opened over 1000 bank accounts within 3 months which improved branch visibility through market storm and conversion. Ensured 100% customer satisfaction on account opening and ATM card request by collaborating and building relationships with key colleagues resulting in same day account opening and turnaround time of 5minutes on debit card request. Ensured 97% uptime of automated teller machines (ATM) and POS by engaging and troubleshooting with technicians which improved revenue by almost five (5) million naira monthly. Data input and manipulation in Excel spreadsheets and Access databases. Manual data entering and verification of customer records, request and complaints. EDUCATION Master of Science in Development Studies | Benue State University, Makurdi, Benue State, Nigeria ~2016 Bachelor of Arts in English and International Studies | Osun State University, Osogbo, Osun State, Nigeria ~2011 CERTIFICATE AND PROFESSIONAL TRAINING Diploma in Introduction to Human Resources | Continuous Professional Development, UK (Alison) ~2021 Certificate of Training, Building an Effective Performance Management System |NUHRP ~2021 Certificate of Achievement in Microsoft Office| ProProfs ~2020 Professional Diploma in Human Resource Management | Chartered Institute of Personnel Management ~2019 Licensed Human Resource Professional |CIPM/HRPL/004477|Chartered Institute of Personnel Management~2019 Associate of the Chartered Institute of Personnel Management ~ Membership Number 3/-; 8/11/2019 Certificate of Attendance & Completion |Result-Oriented Employee ~Zolts Limited (United Bank for Africa) ~2015 Graduate of the Nigerian Institute of Management (Membership Number – 208454; October 30th) ~2013 Proficiency Certificate in Management |Nigerian Institute of Management ~October 3rd) ~2012 Certificate in Computer & Desktop Publishing |Osun State University, Osogbo, Osun State ~2011 SOFT SKILLS CommunicationAble to listen without interrupting, engage positively, understand body language PersuasionCreate solutions that resonates with people, communicate with brevity and emotion Negotiation Listen carefully, understand and propose solution that benefit both sides EmpathyTake genuine interest in other, acknowledge contrary opinions and be supportive Positive attitudeSee the good in self and others Team workEmphasis team work, celebrate others privately and publicly Conflict ResolutionFocus on solution over problems and empathize Emotional intelligenceCautious, able to keep calm and maintain objectivity Time managementAble to prioritize, delegate, and decline Work ethicsTake great pride in my work and responsibility Fluent in English Language 7.5 score on IELTS from the British Council REFERENCE Available on request CONTENT AND DESIGN PROJECTS Content Writing Skooleeo: Driving online learning in Nigeria Skooleeo: Driving online learning in Nigeria Copywriting & Design Job Advert Programme of Event Mentoring Workshop Please click here for an unabridged curriculum vitae