Nkiruka Okoronkwo
@nkirukaokoronkwo
Customer experience leader driving process improvement, team performance, and data-informed service excellence.
NigeriaWhat I'm looking for
I am a customer-centric contact centre leader with over four years' experience improving service delivery, data accuracy, and agent performance across large teams. I combine hands-on CRM usage with Excel and Power BI to generate actionable reports and drive operational improvements.
In supervisory and team-lead roles I managed and coached more than 120 contact centre agents, implemented rewards and recognition schemes, and owned SLA and KPI monitoring to boost resolution speed and quality. I also led customer data management efforts to ensure accurate customer contact mapping and first-line processing oversight.
I hold an MBA (in view) and a BSc, and I pursue practical upskilling in data analytics and languages; I am motivated by process improvement, measurable performance gains, and delivering exceptional consumer experiences.
Experience
Work history, roles, and key accomplishments
Team Lead, Contact Centre
IDP Education Ltd
Jun 2023 - Present (2 years 7 months)
Prepared skill audits and deficiency analyses, developed processes to improve call centre operations, and generated daily/weekly/monthly performance reports to inform management decisions.
UASupervisor, Customer Data Management
United Bank of Africa
Nov 2021 - Jun 2023 (1 year 7 months)
Ensured accurate mapping of customer contact data, served as first reporting line for processors, and maintained data quality to support customer experience operations.
UATeam Lead, Multimedia
United Bank of Africa
Sep 2018 - Nov 2021 (3 years 2 months)
Led and trained multimedia contact centre agents (120+), monitored KPIs (SLA, response rate, AHT) and coordinated with resolution units to close complaints via chat and email channels.
Education
Degrees, certifications, and relevant coursework
ULUniversity of Lagos
Master of Business Administration, Management
2020 - 2022
Pursuing an MBA in Management at the University of Lagos with coursework focused on management principles and process improvement.
UAUniversity of Abuja
Bachelor of Science, Zoology
2010 - 2016
Completed a Bachelor of Science in Zoology, covering foundational biological sciences and analytical laboratory skills.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
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