Customer Service Delivery

Chiamaka Ezeh

********@*****.*** 713-***-**** Fulshear, TX

SUMMARY

Dedicated professional with 19 years of experience in customer service and telecommunications, seeking a Customer Care Service Representative role. Skilled in client relationship management, problem resolution, and interdepartmental coordination, as demonstrated at Huckeye Health Services and MTN Nigeria Communications. Proven track record in improving customer experience and streamlining service delivery. WORK EXPERIENCE

Huckeye Health Services Katy, TX

Team Member - Customer Service Apr 2024 - Present

• Facilitate client navigation by accurately directing inquiries to relevant departments, ensuring a streamlined experience.

• Address and troubleshoot client issues related to application functionality or performance, achieving effective resolution of service requests.

• Foster robust client relationships through consistent communication and diligent follow-up, promoting overall satisfaction with service delivery.

Customer Service Volunteer Sep 2023 - Mar 2024

• Managed inbound client communications, ensuring the provision of accurate information and timely resolution of service inquiries.

• Maintained and updated client databases to reflect current and accurate client information.

• Fostered positive client relationships through dedicated, personalized assistance and support. MTN Nigeria Communications, PLC

Analyst, Partner Operations May 2023 - Sep 2023

• Conducted comprehensive performance measurement and monitoring, ensuring adherence to contractual compliance and optimized reporting processes for partner operations.

• Identified new business opportunities and facilitated strategic approaches to market expansion, enhancing commercial outreach.

• Delivered operational support to channel partners, streamlining sales and fulfillment processes, and coordinated training initiatives to elevate partner performance. MTN GlobalConnect Dubai

International Roaming Coordinator Nov 2019 - Apr 2023

• Facilitated coordination between roaming partners and operations, ensuring efficient contracting and handoff processes to the onboarding team.

• Maintained and reported key metrics on a weekly basis, contributing to the enhancement of roaming performance and customer satisfaction.

• Negotiated and drafted roaming agreements in collaboration with legal, finance, and operational teams, ensuring compliance with service level agreements.

• Provided commercial and technical insights for Roaming Value-Added Services, working closely with multiple stakeholders to optimize the end-user roaming experience. MTN Nigeria Communications PLC

Roaming Analyst (Marketing & Strategy) Apr 2017 - Oct 2019

• Conducted thorough analyses of roaming traffic and revenue, identifying trends and variances to inform strategic decisions.

• Formulated and applied a coherent roaming strategy, enhancing the value proposition and fostering collaborative efforts for effective external communications.

• Negotiated and established key roaming agreements, coordinating contract discussions and overseeing the testing and launch processes to ensure optimal implementation.

• Developed targeted roaming campaigns and promotional materials, contributing to the achievement of annual roaming targets and enhancing customer experience through quality testing and special offers. MTN Nigeria Communication

International Roaming Analyst (Network Division) Jan 2007 - Mar 2017

• Liaised daily with international roaming partners to establish and maintain roaming services, ensuring seamless connectivity and adherence to partnership agreements.

• Crafted and implemented a communication strategy that aligned with the company's objectives, collaborating with key internal stakeholders for cohesive execution.

• Coordinated with Revenue Assurance, Finance, and Billing departments to review and refine partner agreements, maintaining comprehensive records of all pertinent changes.

• Analyzed traffic and revenue data from preferred partners to ensure precise discount calculations and implemented strategies to achieve annual roaming targets for customers. International Roaming Expert Group-(Ireg TESTER) Jul 2005 - Dec 2006

• Conducted comprehensive roaming tests with partner networks to ensure subscriber experiences met expectations, meticulously verifying and documenting technical, commercial, and administrative changes.

• Managed and updated roaming agreements and executed IR.24 tests in accordance with IREG standards, while maintaining accurate SIM and IMSI data to address and resolve partner queries regarding network services. EDUCATION

University of Nigeria

Masters in Business Administration

Enugu Campus

2009

Bayero University

Bachelor of Art Ed. (English)

Kano

1998

Federal Government Girls' College

S.S.C.E

Oyo

1993

Nazareth School

Primary School Leaving Cert

Festac-Town, Lagos

1988

CERTIFICATIONS

Roaming Essentials, Roamingwise Apr 2021

Data Awareness Compliance Training, KPMG Aug 2021

Building an AI Enabled Business, Ionology Nov 2019 Developing Customer Centricity in Transforming Telco, Telecoms Academy Sep 2018 LDI & Interconnect Carrier Workshop, South Africa Dec 2017 LTE Roaming Training, Lagos Nov 2017

Customer Focus in Telecoms, Telecoms Academy Jun 2017 Advanced Signaling and Protocol Analysis May 2015

Data Networking Advanced, Accra May 2013

IIBA CBAP Certification Training May 2013

Risk Management Sep 2012

Project Communication Management and Leadership Aug 2011 MACH Training, France Paris Jul 2010

Roaming Management

IOT discount negotiations

Roaming fraud

Project Management Professional Sep 2009

MACH SMART Training, Accra Oct 2008

Telefocal Asia CAMEL Training, Lagos Aug 2008

MACH Training, Singapore Jul 2008

MACH Roaming Principles

MACH Examines IOT discount negotiations

CAMEL Prepaid Roaming

Seamless Roaming WECA Workshop, Accra Ghana May 2008 Comfone GPRS Training, Lagos-Nigeria Nov 2006

Comfone Roaming Management Training, Lagos-Nigeria Oct 2005 SKILLS

Data Analytics • Reporting • Project Management Skills: Task Management, Prioritization, Delegation, Task Separation, Scheduling, Risk Management • Marketing Campaign Management • Microsoft Office Suite • Troubleshooting- (Assessment, System Knowledge, Analytical Skills, Testing) • Customer Relationship Management Tools (SIGOS, CLM, CITRIX, CEM) • Roaming Test (IREG) Functionalities • Validation of CDR Records Using TAP Testing Toolkit(TTT) • Cost Efficient • Communication Skills • Problem Solving Skills • Leadership Skills • Teamwork • Interpersonal Skills • Adaptability • Critical Thinking • Positive Attitude • Work Ethic • Time Management • Detailed and Organized • Team Training & Leadership

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