Open to opportunities

Chinazo Okonkwo

@chinazookonkwo

Message

I build and scale customer experience operations that improve retention, service quality, and customer lifetime value.

Nigeria

Message

What I'm looking for

I'm looking to lead customer experience, call centre, retention, or customer support operations where I can scale teams, improve service performance, and turn customer insight into commercial and operational results.

I'm leading end-to-end CX strategy and call centre operations at COAMANA, managing 20+ agents across inbound voice, email, and WhatsApp support. I govern SLAs, KPI scorecards, quality assurance, staffing, ticket queues, and customer retention initiatives.

Previously at ENGIE Energy Access, I led retention, account management, and lifecycle strategy across multiple locations, contributing to an 80% improvement in customer retention, GRR growth, and improved customer lifetime value. I designed engagement, reactivation, and win-back campaigns using cohort analysis and churn signals.

I've built onboarding and complaint-management frameworks, resolved complex billing, collections, operations, and technical-support escalations, and coached customer-facing teams on retention and service-quality standards.

I turn Voice of Customer insight, journey mapping, and operational data into practical product, commercial, and service improvements. My work spans NPS, CSAT, AHT, FCR, SLA governance, workflow automation, reporting, and cross-functional stakeholder alignment.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Manager

Current

COAMANA

Jan 2025 - Present (1 year 7 months)

Owns end-to-end CX strategy and call centre operations, managing a team of 20+ agents. Governs CX frameworks, KPIs, and SLAs, and drives process improvements and retention strategies.

CX Strategy Call Centre Operations Team Leadership KPIs NPS CSAT AHT FCR SLA Management Workforce Management Quality Assurance Process Improvement Automation Zoho CRM Customer Journey Mapping VOC分析 Retention Strategy P&L management

Customer Account Management Lead

ENGIE Energy Access

Dec 2022 - Jan 2025 (2 years 1 month)

Led retention, account management, and lifecycle strategy, achieving an 80% improvement in customer retention. Designed engagement and win-back campaigns, and established measurement frameworks.

Customer Retention Account Management Lifecycle Management Cohort Analysis NPS CSAT Zoho CRM VOC分析 Escalation Management Team Coaching

Customer Service Coordinator

ENGIE Energy Access

Jan 2022 - Nov 2022 (10 months)

Coordinated multi-channel support operations, maintaining quality standards and ticket queue discipline. Designed complaint management and escalation frameworks, and led process improvements.

Ticket Management Escalation Management Process Improvement Quality Assurance

Onboarding Unit Head

ENGIE Energy Access

Jun 2021 - Dec 2021 (6 months)

Built and led the customer onboarding unit, designing activation journeys and engagement pathways. Implemented performance tracking frameworks and served as liaison between field teams and management.

Onboarding Customer Activation Performance Management CRM Stakeholder Management Reporting

Customer Service Representative

ENGIE Energy Access

Oct 2019 - May 2021 (1 year 7 months)

Managed high-volume inbound and outbound customer interactions across voice and email channels. Identified complaint patterns and escalated structural issues to improve service.

Customer Service Inbound Calls Outbound Email Support Complaint Handling