Nwanneamaka Michael Uzor

Managed end-to-end debt recovery for unpaid invoices using multi-channel communications, ensuring timely resolution. Negotiated sustainable payment arrangements and applied regulatory frameworks while balancing customer satisfaction (NPS) with business objectives.

Managed end-to-end debt recovery for unpaid invoices using multi-channel communication, negotiating sustainable payment arrangements and resolving disputes with empathy and professionalism. Applied regulatory frameworks and supported vulnerable customers while balancing customer satisfaction (NPS) with business objectives through portfolio and risk management.

Handled inbound calls for boiler breakdowns, heating issues, appliance repairs, water leaks, and insurance renewals. Served as first point of contact, scheduled engineer appointments, resolved complaints, and supported customers during emergencies.

Handled inbound calls for boiler breakdowns, heating issues, appliance repairs, water leaks, and insurance policy renewals. Scheduled engineer appointments, resolved account and complaint queries with calm communication, and promoted homecare products to support sales and retention.

Managed customer service at a high-traffic checkout environment, supporting self-service tills and the kiosk, and coordinating click-and-collect parcel pickups. Handled complaints, processed refunds, executed price control requests, and maintained compliance with relevant rules and legislation.

Provided empathetic customer service via phone and webchat, processing payments and updating customer accounts with accuracy. Generated settlement quotes and advised on termination or refinancing options while following FDA guidelines and Data Protection Act (DPA) procedures.

Processed phone payments while updating customer accounts for accuracy, generating settlement quotes and providing informed recommendations on terminations or refinancing options. Supported customers via webchat, resolving inquiries promptly while adhering to FDA guidelines and DPA data protection protocols.

Managed high-volume inbound calls (40+ daily), updating internal databases with technical issue details to support team collaboration. Delivered a 90% issue resolution rate across products and trained five new employees on customer service tools, data entry, and interaction logging.

Supported new customers with sign-up processes and product information, handling 95+ inbound calls daily and retrieving customer data for onboarding. Managed complaints across social media and email (70+ messages/day), achieving ~80% customer satisfaction with strong first/second contact resolution.

Completed an MSc in Pharmaceutical Chemistry at the University of South Wales from 2022 to 2023.

Completed a BSc in Industrial Chemistry at Renaissance University from 2013 to 2017.