Ngozi Awoke
@ngoziawoke
I improve customer journeys, feedback systems, and service delivery across banking and fintech.
NigeriaWhat I'm looking for
At Flutterwave Technologies, I analyze customer feedback, map journeys, and work with product and engineering teams to improve customer-facing features and usability.
I've streamlined support workflows, integrated voice-of-customer platforms, used data analytics to track sentiment, and conducted A/B testing to improve customer communications, self-service resources, and retention.
Previously at United Bank for Africa and Beyond Clothing Enterprise, I led customer experience teams, introduced CRM-driven service improvements, coached staff, and built feedback and escalation processes that supported faster resolution and stronger customer relationships.
Experience
Work history, roles, and key accomplishments
Conducted in-depth analysis of customer feedback across multiple channels, identifying recurring issues and key pain points, which led to the development of actionable strategies to enhance service delivery. Collaborated closely with product and engineering teams to design and refine customer-facing features based on insights from journey mapping.
Led a team of customer service professionals, ensuring seamless service delivery and consistently exceeding customer expectations through effective leadership, training, and development programs. Streamlined team performance by identifying knowledge gaps and implementing tailored coaching and mentoring programs.
Developed and implemented customer service strategies that improved service delivery, enhanced customer satisfaction, and streamlined internal processes. Implemented conflict resolution protocols, empowering team members to handle escalated issues independently and ensuring customer concerns were addressed swiftly.
Administrative Officer / Customer Service Officer
Beyond Clothing Enterprise
May 2020 - Oct 2021 (1 year 5 months)
Managed day-to-day administrative tasks, including handling office correspondence, scheduling, and coordinating meetings, contributing to improved office efficiency. Led customer service initiatives aimed at creating personalized customer experiences, integrating CRM tools to manage customer data and track interaction history for more tailored service.
Education
Degrees, certifications, and relevant coursework
HP LIFE E-Learning
HP LIFE E-Learning Course, Customer Relationship Management
Completed the HP LIFE E-Learning course in Customer Relationship Management in 2021.
HP LIFE E-Learning
HP LIFE E-Learning Course, Social Media Marketing
Completed the HP LIFE E-Learning course in Social Media Marketing in 2021.
Ebonyi State University
Bachelor of Science, Applied Microbiology
Earned a Bachelor of Science in Applied Microbiology from Ebonyi State University in 2018.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Job categories
Skills
Interested in hiring Ngozi?
You can contact Ngozi and 90k+ other talented remote workers on Himalayas.
Message NgoziGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
