UGOCHUKWU LARRY OGUNNA
Opole
Summary
Highly skilled Client Service Specialist with experience managing client relations, resolving complex issues, and enhancing client satisfaction. Strengths include robust communication skills, adaptability to fast-paced environments, and ability to build strong client relationships. I am Seeking to use proven Customer management skills to improve quality, cost, and time metrics.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Client Service Specialist
Statestreet
Gdansk
01.2023 - Current
- Resolved complex customer queries quickly and efficiently while maintaining a positive attitude throughout the process.
- Establish and maintain an effective collaboration with the offshore Client Service and Business Partners Site.
- Provide inquiry and operational support to internal and external clients on complex, high-risk asset-servicing functions.
- Prepare reporting for client purposes, e.g., KPIs, Board Packs, Activity Sheets, payment requests, expense calculations, and reviews.
- Perform operational tasks, including transaction and data reconciliation, and client reporting.
- Track and conduct research using internal and external sources to respond to and resolve complex inquiries and issues.
- Liaise with product teams to solve processing problems. Identify the need for issue escalation.
- Proactively identify service issues with client-facing impact and bring them to the attention of the appropriate parties for resolution.
- Worked closely with other departments to ensure timely resolution of escalated client issues.
- Participated in weekly team meetings to discuss performance metrics and areas for improvement.
Customer Support Specialist
Outsource Global Technologies Limited
Abuja
02.2021 - 09.2022
- Created Excel spreadsheets to track customer data and perform an intense reconciliation process
- Utilized Siebel software for data entry of customer service information for accuracy and quality control
- Managed and tracked weekly large-volume (1 million and up) email blasts, triggered sends and email alerts within Front email platform
- Organize an open and connected structure for internal communication and managing all the projects between the customer service and sales team using the Basecamp platform
- Increase the team's efficiency by 40%
- Monitored phone, and electronic database systems for incoming customer inquiries and responded in a timely manner via telephone, email, or in writing
- Achieved an 80% closing rate on upgrading systems to current clients and 40% in up-selling antivirus software to the existing clients.
Administrative Assistant
Obec Electrical Nigeria Limited
Lagos
01.2019 - 12.2021
- Created travel arrangements and distributed travel details to appropriate personnel.
- Scheduled appointments between clients and customers and internal staff members.
- Processed invoices for payment using accounting software applications.
- Updated contact lists regularly when changes occur in employee status or contact information.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
Executive Assistant
Inco Inspection Company Limited
PortHarcourt
08.2017 - 12.2018
- Act as the point of contact among executives, employees, clients and other external partners
- Manage executives' calendars and set up meetings
- Made travel and accommodation arrangements
- Rack daily expenses and prepare weekly, monthly or quarterly reports
- Act as an office manager by keeping up with office supply inventory
- Format information for internal and external communication - memos, emails, presentations, reports
- Take minutes during meetings
- Transcribed video meetings to text, converted pdf images to Microsoft word documents.
Education
Master of Science - Global Studies
University of Opole
Opole, Poland07-2024
DIPLOMA IN COMPUTER ENGINEERING - Computer Engineering Technology
Logistic Computer Institute
01-2017
Bachelor of Science - Maritime Management Technology
Federal University Of Technology Owerri
Owerri, Nigeria12-2014
Skills
- Email Etiquette
- Documentation skills
- Call Management
- Reporting Requirements
- office 365 proficiency
- Client Relations
- Complaint Handling
- Client Support
- Escalation management
- Outlook
- Teams
- Zoom
- Ms Excel
- System Documentation
- Google suits
Certification
- CUSTOMER SERVICE FOUNDATION CERTIFICATE
- MICROSOFT EXCEL CERTIFICATE
- DATA ANALYSIS AND ANALYTICS
Languages
English
First Language
Consent
I agree to the processing of my personal data for the purposes of the
recruitment process in accordance with Article 13 (1) and
(2) of Regulation (EU)2016/679 of the European Parliament and of the Council
of 27 April 2016 on the protection of natural persons with regard to the
processing of personal data and on the free movement of such data and
repealing Directive 95/46/EC (General Data Protection Regulation). I also
consent to processing of my personal data for the purposes of any future
recruitment processes
Relocation
Open to relocation
Notice period
2 weeks
Timeline
Client Service Specialist
Statestreet
01.2023 - Current
Customer Support Specialist
Outsource Global Technologies Limited
02.2021 - 09.2022
Administrative Assistant
Obec Electrical Nigeria Limited
01.2019 - 12.2021
Executive Assistant
Inco Inspection Company Limited
08.2017 - 12.2018
Master of Science - Global Studies
University of Opole
DIPLOMA IN COMPUTER ENGINEERING - Computer Engineering Technology
Logistic Computer Institute
Bachelor of Science - Maritime Management Technology
Federal University Of Technology Owerri
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