AMAKA CHUKWUEMEKA

Deliver operational excellence and business plans aligned to customer needs, ensuring SLAs and performance targets are met globally. Develop and monitor KPIs, coach first-line managers, and lead process improvements while handling escalations for urgent issues.

Managed daily operations of a multi-contact center, driving workforce performance and achieving client service parameters including service levels, sales targets, and AHT. Led international contact center initiatives, produced performance reporting for business reviews, and implemented staffing and workflow changes based on contact center data.

Oversee multi-contact center daily operations across inbound, outbound/telemarketing, social media, email, live chat, and quality assurance. Set up call center projects for multiple industries and ensured business continuity, escalation/resolution processes, and KPI-aligned performance reporting.

Managed overall contact center operations and achieved targets jointly set with Airtel Nigeria clients while maintaining strong stakeholder relationships for business continuity. Oversaw policy adoption, identified process changes to improve quality and workflow, conducted performance reviews, and managed shrinkage and staff incentives through scorecard delivery.

Led day-to-day planning and problem-solving for a contact center team to meet service level components, standards, and sales targets. Monitored agent call quality, coached team members, handled escalations, supported new-hire interviewing, and delivered regular performance reports.

Coordinated first-line and third-party support using monitoring and logging tools, producing resolution reports and operational functionality statistics. Managed high first-call resolution for known error logs and ensured updates to service catalogues and related databases were incorporated.

Resolved postpaid customer and dealer/trade partner queries, including billing enquiries and bill reconciliation, while managing trade partner complaints and feedback. Delivered focused customer service, identified root causes, and implemented complete solutions to billing and service issues.

Updated customers with product/service information and resolved customer queries while executing outbound sales calls and assisting with package recommendations. Conducted customer satisfaction surveys to measure satisfaction and reduce churn risks.

Delivered first-line support for prepaid subscriber queries by receiving inbound calls, resolving mobile issues, and logging faults for subsequent resolution. Captured accurate subscriber details within service level requirements and recorded subscriber bio data on the appropriate system.

Handled customer enquiries and supported internet operations by coordinating with technical support staff. Performed administrative duties including serving as a computer administrator and collating weekly income and expense reports.

Supported door-to-door immunization program organization and provided nutrition and dietetics advisory services for Central and Military Hospital. Helped organize AIDS campaign activities with UNICEF.

Grade: Second Class Upper Division

Earned a B.Sc. in Human Nutrition and Dietetics at the University of Nigeria. Graduated with a Second Class Upper Division.

Completed a Computer Studies Diploma through the University of Nigeria. (Dates not provided.)

Completed a Masters Programme focused on customer service via Career Forte (USA affiliate). (Dates not provided.)