Emmanuel Onwukwe

Handled 150+ daily customer inquiries, owned CX reporting and dashboards using SQL, BigQuery, and Tableau, and administered the Freshworks suite. Drove automation and process improvements with Product and Engineering.

Handled high-volume inbound and outbound calls and WhatsApp conversations to negotiate repayments and secure payments. Escalated complex cases and maintained accurate CRM records.

Made high-volume outbound calls to promote bank products, handled objections, and followed up to convert leads. Recorded call outcomes in CRM and maintained data confidentiality.

Made high-volume outbound cold calls to introduce loan products, qualify leads, and guide customers through application steps. Followed up with warm leads and tracked outcomes in CRM.

Led a customer relations team, coached representatives, and managed end-to-end support. Resolved escalated issues, achieving an 80% reduction in outstanding account balances.

Engaged prospective customers directly, demonstrated products, and built rapport through follow-up to support sales targets.

Completed customer service training to enhance service delivery and client interaction skills.

Completed AML/CFT compliance training to ensure adherence to financial regulations.

Completed fraud awareness training to identify and mitigate fraudulent activities.

Completed training on data protection, information security, and customer protection.

Completed Cyber Threat Management training, focusing on identifying and responding to cyber threats.

Completed Introduction to Cybersecurity, covering foundational cybersecurity concepts and practices.

Pursued a Bachelor of Science in Chemistry, gaining a strong foundation in chemical principles and laboratory practices.