Christian Nwankwo

NWANKWO, UGOCHUKWU CHRISTIAN (CAPM, ACICRM) Lagos State, Nigeria-| - | Linkedin: Ugochukwu Nwankwo BRIEF SUMMARY A purpose-driven, trained, talented, and goal-oriented young man with 5 years of experience as a customer success manager/client support representative with a passion for issue resolution and customer satisfaction. CAREER OBJECTIVES To pursue self-development at any employer organization in order to achieve set goals and objectives. Continuous self-improvement through the learning experience, teamwork, and exposure to fieldwork. SKILLS Communication || Time management || Empathy || Negotiation || Customer Service || Project Management || Relationship Management || Collaboration skills || Customer Success WORKING EXPERIENCE Grooming Centre 2022 to date (A Microfinance Institution aimed at empowering small and medium-scale businesses) Role: Operation Support/Customer Success Manager - Build relationships between customers and the support team - Assist in creating training courses and educational materials - Review customer complaints and concerns and seek to improve the customer experience - Builds trust and transparency with clients - Acts as a customer advocate and the company advocate - Assist customers with setting up and navigating programs or software Grooming Centre 2020 - 2022 Role: Operation Support/Customer Relationship Manager - A primary contact point for users and end-to-end responsibility to ensure users’ requests and incidents have been processed. - Managing calls, emails, and tickets raised by users regarding requests, queries, and complaints. - Highly Knowledgeable about the Branch Process Automation (BPA) system; and applies their understanding and knowledge of the system to assist the end-user on routine matters; - Provide first-line support to end user's inquiries and requests for assistance with the Centre's Branch Process Automation (BPA); - Troubleshoot issues to properly diagnose the end user's problem and offer viable solutions to the problem; - Escalate unresolved issues to supervisors for speedy resolution of issues; Grooming Centre 2019 - 2020 Role: Help Desk Analyst/Customer Service Representative - Managing calls, emails, and tickets raised by users regarding requests, queries, and complaints. - A primary contact point for users and end-to-end responsibility to ensure users’ requests and incidents have been processed. - Provide first-line support to end user's inquiries and requests for assistance with the Centre's Branch Process Automation (BPA); - Analyze data from the systems and produce business/compliance reports for consumption by the management team. - Provide initial assessment of requests/incidents to determine which Application Support resources should be engaged to fulfill them. Grooming Centre 2018 - 2019 Role: Data Analyst/Call Service Representative - Managing calls, emails, and tickets raised by users regarding requests, queries, and complaints. - Closing incidents on Help Desk Tool and verifying users and business units have resumed normal operations. - Documents all help desk activity and identifies repeat patterns that may need to be addressed through an alternative process. - Provide initial assessment of requests/incidents to determine which Application Support resources should be engaged to fulfill them; - Routing incidents to the application support by communicating requests/incidents to the Application Support resources that will be involved in fulfilling them; - Ensuring requests/incidents are appropriately logged on Help Desk Tool for follow-up for fulfillment and closing the tickets as required. Krystlyk Services, Lagos 2017 - 2018 Procurement Officer - Sourcing of raw materials as specified by the buyer - Liaison officer between sellers and buyers - Procurement and transportation of goods as required by the buyer National Youth Service Corps 2015 - 2016 GDSS, Bente-Galea, Kurmi LGA, Taraba State INSTITUTIONS ATTENDED WITH DATES Technical Institute of America Project Management Course 2023 New Horizon Nigeria Project Management Course 2023 DEXA/ The Open University UK/ TeamGantt Project Management: Fundamentals & Beyond 2023 Institute of Customer Relationship Management Post Graduate Diploma 2016 University of Nigeria, Nsukka B.Sc [Hon] (Education/Biology) 2014 SKILLS AND CERTIFICATIONS ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ Microsoft Word, Excel, PowerPoint, and CorelDraw, Multimedia presentation University Mandatory Information Technology Training (UMITT) Associate Member, Certified Customer Service Professional Certificate of Completion, MBRU Certificate of Completion, Cartedo Design Thinking Jobberman Certificate of Achievement, Soft-skills Training LinkedIn Certificate of Completion, Customer Relationship Technical Institute of America, Certificate of Completion, Project Management New Horizon, Nigeria, Certificate of Completion, Project Management Certified Associate Project Manager -