Open to opportunities

ANTHONY IFEANYICHUKWU MADU

@anthonyifeanyichukwu

Message

Experienced contact center consultant with a focus on customer service excellence.

Nigeria

Message

What I'm looking for

I am looking for a role that fosters growth, values customer experience, and encourages collaboration.

I am a highly experienced Contact Center Consultant with over 3 years of proven success in designing, implementing, and optimizing contact center operations. My expertise lies in customer service strategy, process improvement, performance analysis, and staff training. I am adept at managing customer relations, analyzing metrics, and enhancing operational efficiency.

In my current role at First City Monument Bank Plc, I resolve quality issues for over 95 customer interactions daily, ensuring timely feedback and support. I have successfully trained new team members on best practices, contributing to a collaborative work environment. My previous experiences have equipped me with strong leadership and communication skills, allowing me to work cross-functionally to achieve company goals.

Experience

Work history, roles, and key accomplishments

Current

Contact Center Consultant

Current

First City Monument Bank Plc

Jan 2023 - Present (3 years 5 months)

As a Contact Center Consultant, I manage customer interactions through calls, emails, and chats, providing resolutions and feedback. I train new team members and handle disputes while ensuring high-quality service and efficiency.

Customer Service CRM Software Dispute Resolution Staff Training Performance Analysis Communication Process Improvement Cross Selling

Customer Service Intern

Suez Electric Limited

Jan 2022 - Jan 2023 (1 year)

In my role as a Customer Service Intern, I managed inventory and assisted in order processing. I participated in audits and supported the inventory team, ensuring compliance and accurate records.

Inventory Management Customer Service Order Processing Cross Functional Collaboration Reporting Stock Tracking Marketing

Administrative Supervisor

Ashmando Investment Limited

Jan 2020 - Apr 2020 (3 months)

As an Administrative Supervisor, I led a team to oversee sales operations, ensuring timely processing and accurate data entry. I implemented process improvements that significantly increased efficiency and reduced errors.

Team Leadership CRM Systems Performance Analysis Process Improvement Client Relationship Management Reporting Coordination Administrative Support

Education

Degrees, certifications, and relevant coursework

Tonia International College

West African Examination Council

2007 - 2023

Completed the West African Examination Council (WAEC) certification, demonstrating proficiency in various subjects.

National Youth Service Corp

Certificate of National Service

2021 - 2022

Participated in the National Youth Service Corps program, contributing to community development and gaining practical experience.

Les Cours Sonou University

Bachelor of Science, International Relations

2016 - 2019

Grade: 2nd Class Honours Upper division

Studied International Relations, focusing on global politics, international law, and diplomatic relations. Achieved a 2nd Class Honours Upper division.