Queen Obiwulu

Customer Success /Operations Specialist at Cellulant
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Contact Information
us****@****om
(386) 825-5501
Location
Ikeja, Lagos State, Nigeria, NG

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Credentials

  • Cloud Computing Careers and Certifications: First Steps
    LinkedIn
    Nov, 2022
    - Nov, 2024
  • Excel Quick Tips
    LinkedIn
    Nov, 2022
    - Nov, 2024
  • SQL for Data Analysis
    LinkedIn
    Nov, 2022
    - Nov, 2024
  • Microsoft Azure Fundamentals (AZ-900) Cert Prep: 1 Cloud Concepts
    LinkedIn
    Oct, 2022
    - Nov, 2024
  • The 10 Pillars of Customer Experience
    LinkedIn
    Oct, 2022
    - Nov, 2024
  • Building Resilience
    LinkedIn
    Aug, 2022
    - Nov, 2024
  • Onboarding and Adoption Best Practices for Customer Success Management
    LinkedIn
    Jul, 2022
    - Nov, 2024
  • PowerPoint Essential Training (Office 365/Microsoft 365)
    LinkedIn
    Jul, 2022
    - Nov, 2024
  • Account Management: Maintaining Relationships
    LinkedIn
    Jun, 2022
    - Nov, 2024
  • Leadership Mindsets
    LinkedIn
    Jun, 2022
    - Nov, 2024
  • Data analysis with SQL and Power BI(beginners)
    Dataleum
    Jan, 2022
    - Nov, 2024
  • Advanced Data Analysis and Statistics with Excel course
    FEEZAT CONSULTS
    Aug, 2021
    - Nov, 2024
  • Leading a Customer Service Team
    LinkedIn
    Aug, 2020
    - Nov, 2024
  • Being an Effective Team Member
    LinkedIn
    Jun, 2020
    - Nov, 2024
  • Customer Service: Managing Customer Feedback
    LinkedIn
    Jun, 2020
    - Nov, 2024
  • GTBANK Outbound and Telemarketing Skills Training.
    U-Connect Human Resources Limited
    Oct, 2019
    - Nov, 2024

Experience

  • Cellulant
    • Kenya
    • Financial Services
    • 400 - 500 Employee
    • Customer Success /Operations Specialist
      • Sep 2020 - Present

      • Responsible for onboarding and training new staff in team on operating procedures and company services.• Promoting superior experience by addressing customer concerns, demonstrating empathy and resolving problems and reducing TAT lag by 30\%.• Responding to customer requests, offering excellent support and tailored recommendations to address needs via calls, chats, mails, and other assigned channels to increase customer satisfaction by 100% or 4.5/5 CSAT ratings.• Preparing weekly/monthly report on global merchant transactions.• Processing float invoices across all switch each weeks and mailing documentation to clients.• Following-through on all critical inter-departmental escalations to increase customer retention rates by 50% and reducing resolution team within 24 hours.

    • Customer Experience Specialist
      • Mar 2020 - Aug 2021

      • Utilized telephone, online chat and email platforms to deliver outstanding customer service by answering average of 30 calls, emails and other assigned channels per day.• Delivered excellent customer service, resulting in consistent 4.5/5 customer satisfaction rating across channels.• Solely responsible for weekly QA review and assessment of team mates calls to deliver excellent customer satisfaction and improve professionalism.• Collaborated and followed up with internal team members to resolve customer concerns and deliver enhanced customer experiences.• Enhanced industry and technical knowledge through active participation in learning and growth opportunities.• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

  • Guaranty Trust
    • Nigeria
    • Financial Services
    • 700 & Above Employee
    • Customer Service Agent
      • Feb 2018 - Feb 2020

      • Answered over 80 calls per shift and resolved over 70% customer issues by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.• Meeting up to 80% conversion on monthly basis based on unfunded, inactive, dormant accounts.• Onboarding new customers on e-channel platforms to enable great user experience, also onboarding and training of new hires within the team on the banks product.• Involved in dollar card campaign and other upselling and cross selling of banks products, which generated revenue and also a retention drive by assisting in self-service queries.• Participated in individual and team trainings/meetings to meet up with up-to-date knowledge.

  • Jumia Nigeria
    • Nigeria
    • Retail
    • 700 & Above Employee
    • Customer Service/Experience Intern
      • Nov 2016 - May 2017

      • Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.• Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.• Calculated correct order totals, updated accounts and maintained detailed records for inventory management.• Maintained up-to-date knowledge of product and service changes.• Applied highly effective selling skills while properly engaging and presenting solutions to customers

Education

  • University Of Lagos
    Bachelor's degree, Accounting
    2010 - 2014
  • Federal Government Girl's College Lejja Nsukka Enugu
    WASSCE
    1999 - 2005

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