Chinedu Muoneke
Mount Prospect,IL
Summary
A customer success manager and analytical problem-solver with experience in managing several accounts and team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Sucess Lead
Ceva Logistics
07.2021 - Current
- Understanding the over-reaching company strategy, as well as communicate the models, core values to create a sense of teamwork and membership amongst employees
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Trained staff on operating procedures and company services.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Renew existing customer base and growing existing customer relationship upsell and cross sell
- Effectively manage communications with customers to seemingly executive programs and meet deliverables and deadlines
- Maintain client relationships that lead to customer loyalty and repeat purchases
- Led continuous improvement initiative, implementing new processes and technologies to make it easier for customer to connect with the organization
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Tracked customer service cases and updated service software with customer information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Account Manager/Customer Success Analyst
Lufthansa Cargo
01.2018 - 09.2021
- Help and identify processes within CSM workflow that increases efficiencies.
- Partnered with data technology team to develop and/or improve measuring and reporting capabilities: ensure adequacy and accuracy of reporting.
- Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Educated clients on new products or services to increase customer engagement with brand.
- Recommended changes in the process flow of work and initiated team building which increased productivity by 40%
- Work with cross-functional global operations colleagues on product launches, training and global initiatives in support of department projects
- Facilitated bi-weekly conversations on cross team risks and dependencies
- Successfully Co-Led the development of a new system that increased good processes by 20% and saved company income from outsourcing resources
- Increased team productivity by 15% by implementing new sprint planning, process and optimizing backlog
- Utilizes team feedback and metrics (quality, delivery rate, etc.) to identify areas of opportunity and works with team to continuously improve
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
Account Manager/Customer Success Lead
Sun Lung Industries
01.2016 - 07.2018
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- perform initial on-boarding of account with customers with enterprise level customers, ensuring strong adoption and ongoing engagement throughout the customer life time
- Informed customers of promotions to increase sales productivity and volume.
- Consulted with businesses to supply accurate product and service information.
- Developed, maintained and utilized diverse client base.
- Contributed to team objectives in fast-paced environment.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
Associate Sales/Customer Success Specialist
Sun Lung Industries
03.2012 - 01.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Answered customer questions, provided store information, and directed customers to designated store areas.
- Developed and maintained relationships with suppliers, ensuring customer, client satisfaction and business growth
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Helped customers improve results by recommending changes focused on lowering costs, increasing production, or adding new functionality.
- Gained extensive knowledge of products and services to provide best-in-class sales engineering solutions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Upheld privacy and security requirements for customer information.
Education
Bachelor of Science in Business Administration -
University of Lagos
Lagos, Nigeria01.2015
Associate in Business Administration - undefined
University of Lagos
Lagos, Nigeria01.2012
Skills
- Customer Relationship Management
- Change Management
- Communication
- Leadership Skills
- Complaint resolution
- Operation Management
- CRM System proficiency
- Microsoft Office Suite
- Problem-solving abilities
- Promotional support
- Administrative Support
- Account Management
Certification
- Certified Scrum Master, Scrum Alliance, 2022-01-01
- Certified Customer Service Relationship Management, 2016-01-01
- Associate Nigeria Institute of Managers, 2015-01-01
- Associate Nigeria Institute of Personnel Management, 2018-01-01
- Dangerous Goods Certificate, 2022-07-08
Community Service
- Soft Touch Charity Initiative, Coordinator, Planned and delivered 4+ community outreach activities, pep-talks and initiatives for over 2 years.
- JHC youths, Coordinator, Plan yearly programs for young adults, that helps in career, and daily living.
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Languages
English
Full Professional
Timeline
Customer Sucess Lead
Ceva Logistics
07.2021 - Current
Account Manager/Customer Success Analyst
Lufthansa Cargo
01.2018 - 09.2021
Account Manager/Customer Success Lead
Sun Lung Industries
01.2016 - 07.2018
Associate Sales/Customer Success Specialist
Sun Lung Industries
03.2012 - 01.2016
Bachelor of Science in Business Administration -
University of Lagos
Associate in Business Administration - undefined
University of Lagos