Chisom Ugwuoke
@chisomugwuoke
I lead customer experience operations that improve retention, service quality, and scale.
NigeriaWhat I'm looking for
At Quantum Zenith, I lead customer service strategy for more than 45,000 clients and an ₦18B client portfolio, reducing complaints by 40–50%, improving retention by 60%, and automating 80% of operational processes. I work across Operations, IT, Compliance, and Sales to strengthen service delivery, customer journeys, and scalability.
Previously, I managed client service at Quantum Zenith Securities & Investments, including a zero-disruption migration to Infoware Trade OMS, and led a 12-member customer service team at Pik 'A' Ride Services. I’m passionate about building high-performing teams and delivering customer experiences that drive loyalty, growth, and operational excellence.
Experience
Work history, roles, and key accomplishments
Customer Experience & Service Operations Manager
Quantum Zenith
Jan 2025 - Present (1 year 7 months)
Leads customer service strategy for over 45,000 clients, reducing complaints by 40-50% and improving retention by 60%. Oversees a ₦18B portfolio and automates 80% of processes.
Client Service & Management
Quantum Zenith Securities & Investments Limited
Jul 2022 - Dec 2024 (2 years 5 months)
Managed customer service for over 45,000 customers, improving retention by 60% and reducing onboarding turnaround. Led successful migration to Infoware Trade OMS with zero service disruption.
Office Manager
Pik 'A' Ride Services Nigeria Limited
Feb 2019 - Jun 2022 (3 years 4 months)
Managed a 12-member customer service team, reducing response time from 12 to 2 hours. Established KPIs, conducted coaching, and improved first-contact resolution.
Admin & HR Support / Customer Service Officer (Intern)
Nigerian Insurers Association
Jun 2017 - Jul 2018 (1 year 1 month)
Served as first point of contact for client and staff inquiries, supporting Corporate Affairs, HR, and Administration. Coordinated communications and contributed to process improvements.
Education
Degrees, certifications, and relevant coursework
Ahmadu Bello University
Master of Business Administration, Business Administration
Pursuing an MBA with an expected graduation in 2028.
University of Nigeria, Nsukka
Bachelor of Science, Political Science
Grade: Second Class Upper
Earned a Bachelor of Science in Political Science with Second Class Upper honors.
Holy Rosary College, Uwani, Enugu
West African Senior School Certificate, General Studies
Completed the West African Senior School Certificate (WASSCE) in 2011.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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