Veronica Nnenna Ugwuanyi
About Candidate
Location
Education
Work & Experience
• Inbound and Outbound calls, correspondence on products and services with internal and external customers through various means( Telephone, Freshdesk ticketing system, asana, CallHippo, Slite, Zendesk) • Work collaboratively with the sales and marketing team to complete users journey successfully • Review customer complaints and concerns and seek to improve the customer experience. • Analyze customer data to improve customer experience. • Handle and resolve customer requests and complaints • Minimize customer churn rate. • Speak with customers to understand challenges and pain points. • Assist customers as needed with setting up and navigating the application. • Help keep our customer retention rates > 80%
• Microsoft Excel and Power Point Presentation • Visualization and Dashboard leveraging Power BI and Tableau • Database management Software like PostgreSQL, Microsoft SQL Server • Problem solving with data analytics tools
• Profiling of new customers on the banking Realm, including client maintenance, account opening, Capturing photo and Signature, conducting proper KYC on all merchants. • Process transactions including cash withdrawal, transfer of funds, reversal of failed/pending transactions, manual settlement of POS transactions on BR accurately and on time • Leverage data analytics to glean customer intelligence/ insights, Research and Competitor Analysis, Identify market opportunities, potential hubs for product deployments, and critical customer needs and appropriate products/services required to meet their expectations. • Address daily Customer inquiries, complaints and comments. • Perform Service Fufilments for Merchants and Agents • Basic teller transactions and cash handling for individuals and business accounts • Monthly Retail Operations Service management report including, new customers, accounts opened on BR (Banking Realm), dormant accounts and active accounts, failed/pending/successful accounts etc
• Inbound and Outbound calls, correspondence on products and services with internal and external customers through various means( Telephone, helpdesk ticketing system, live chat/ fresh chat, emails and whatsapp, slack, Zoho and Odoo) • Played key roles in customer supports, identification and resolution of issues, Customer Feedback and Relationship Management • Review customer on-boarding process and ensure alignment to company’s overall product deployment strategy and services. • Customer intelligence and data analytics/ insights, Research and Competitor Analysis • Prepares Management Reports on customer complaints, turnaround time for resolutions, Product Deployment, Enrolements, and Customer Acquisition trends. • Trainings and orientation of new hires on customer service applications, e.g. core banking and team procedures, policies and expectations
• Visitor and Guest Management • Front Desk Management • Reception and Reservation Management • Telemarketing and customer issues resolution