Chinenye Mbaebuka
@chinenyembaebuka
I've led contact centre quality, training, and customer service delivery for banking and telecommunications customers.
NigeriaWhat I'm looking for
I've supported Diamond Bank Plc's Contact Centre through quality assurance, training, development, supervision, email handling, and call handling.
I evaluated inbound and outbound calls, emails, live chat, and SMS interactions; trained more than 100 agents on applications; and coached teams through performance reviews, intervention sessions, and quality reporting. I also supervised agents against customer satisfaction, quality, productivity, and first-call resolution targets.
Earlier, I marketed Zain products as a telesales agent and taught Social Studies during my national service. I bring a customer-focused approach, strong communication, analytical, presentation, leadership, and multitasking skills.
Experience
Work history, roles, and key accomplishments
Contact Centre Supervisor
Diamond Bank Plc
Nov 2012 - Oct 2016 (3 years 11 months)
Supervised contact centre agents, ensuring they meet call targets and maintain service quality. Managed outbound campaigns, conducted performance analysis, and resolved escalated customer issues.
Customer Service Representative
Diamond Bank Plc
May 2010 - Mar 2016 (5 years 10 months)
Quality Assurance, Training & Development Team Lead responsible for evaluating agent interactions, planning and executing training programs, and managing agent performance. Supervised contact centre agents, ensuring adherence to standards and improving service quality.
Email Handling Agent
Diamond Bank Plc
Jan 2012 - Nov 2012 (10 months)
Handled over 150 customer enquiries, complaints, and requests via email daily. Escalated queries to appropriate units and followed up to ensure resolution.
Call Handling Agent
Diamond Bank Plc
May 2010 - Jan 2012 (1 year 8 months)
Received and initiated calls from customers nationwide, resolving queries and complaints. Provided first contact resolution on at least 80% of incoming calls and monitored credit card security.
Telesales Agent
Zain
Aug 2009 - Apr 2010 (8 months)
Marketed Zain products via phone to prospects, strengthened customer relationships, and resolved customer issues to logical conclusion.
Social Studies Teacher
Govt. Science And Technical College, Mubi
Sep 2007 - Sep 2008 (1 year)
Taught Social Studies as part of the National Youth Service Corps (NYSC) program.
Education
Degrees, certifications, and relevant coursework
Imo State University
Bachelor of Science, Insurance and Actuarial Science
2002 - 2006
Grade: Second Class Lower Division
Earned a Bachelor of Science in Insurance and Actuarial Science with Second Class Lower Division.
Ado Girls' Secondary School
Senior School Certificate, General Studies
1993 - 1999
Completed secondary education, obtaining Senior School Certificate.
All Saints Primary School
First School Leaving Certificate, Primary Education
1987 - 1993
Completed primary education, earning the First School Leaving Certificate.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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