Nwamaka Mordi
McDonough
Summary
Dynamic customer service professional with extensive experience at VXI Global, excelling in troubleshooting and account management. Proven ability to analyze financial records and deliver exceptional service, consistently meeting organizational metrics. Strong organizational skills and attention to detail drive successful outcomes in fast-paced environments. Committed to fostering positive customer relationships and enhancing service quality.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service
VXI Global
Morrow
10.2024 - Current
- Customer Support: Respond to incoming calls regarding inquiries from subscribers, addressing their questions, concerns, and technical issues in a timely and professional manner.
- Troubleshooting: Diagnose and resolve technical problems related to subscriber devices, services, and applications. Offer step-by-step guidance to customers to ensure effective resolution of their issues.
- Account Management: Assist customers with account-related tasks such as activating new lines, updating account information, processing billing inquiries, and providing information on available plans and services.
- Product Knowledge: Maintain a comprehensive understanding of our client's offerings, including devices, network capabilities, and features. Stay up to date with new products, services, and promotions to provide accurate and relevant information to customers.
- Escalation and Collaboration: Escalate complex issues to higher-level support or relevant departments while ensuring proper documentation of customer interactions.
- Quality Assurance: Adhere to established call center guidelines, quality standards, and service-level agreements (SLAs) to deliver excellent customer service. Strive to achieve individual and team performance metrics and KPIs.
- Documentation and Reporting: Maintain accurate records of customer interactions, including inquiries, complaints, and resolutions, using designated software systems.
General Banking Agent
Synovus Bank
Roswell
03.2023 - 04.2024
- Inbound and outbound calls addressing customers’ concerns regarding their bank account.
- Submit accounts for fraud investigation and issue new debt cards.
- Responsible for updating customer account information.
- Proactively assist customers with problems regarding their accounts.
- Help to de-escalate irate and retain customers.
- Ensure all organizational metrics were met daily.
Fraud Analyst/Collector
TSYS/Staffing Connections
McDonough
11.2016 - 02.2021
- Take inbound phone calls from card holders who received a fraud alert or noticed suspicious transactions on their credit cards.
- Navigate multiple screens to confirm valid transactions with cardholders.
- Submit accounts for fraud investigation and issue new credit cards.
- Responsible for updating customer’s demographic information and obtaining financial data.
- Proactively assist customers with problems regarding their accounts.
- Provide legendary customer service addressing debts and facilitate payment to reconcile obligations.
- Help to de-escalate irate and retain customers.
- Ensure all organizational metrics were met daily.
- Implement payment arrangements, following up as needed to ensure payments are made at scheduled times.
Substitute Teacher
Henry County School System/Guilford County School System
01.2012 - 04.2016
- Worked with teachers, parents, and support staff to promote positive student behavior.
- Recognized and addressed behavioral issues with students and administration.
- Encouraged student participation and provide individual instruction as needed.
- Ensured that all classroom activities are handled according to the school’s policies, goals, and objectives.
- Collaborated with colleagues for advice on fostering a positive learning development and environment.
- Maintained a clean, safe, and educational environment.
- Provided administrative and clerical assistance to office staff and school administrators.
Customer Service Representative
WIPRO
Atlanta
10.2014 - 08.2015
- Maintained a high-volume workload within a fast-paced environment.
- Built a rapport with customers while providing great customer service.
- Managed escalated service concerns and submitted requests to the proper department to prevent re-occurring issues.
- Ensured all departmental productivity standards were met.
- Worked from established scripts and job aids to respond to customers and maintained accountability to team, work, and schedule.
Enrollment Specialist/CSR
Humana
Cary
09.2010 - 01.2011
- Reviewed and validated client applications for accuracy and completeness.
- Researched and resolved discrepancies in enrollment activities.
- Ensured integrity of enrollment eligibility process, while maintaining client confidentiality.
- Increased productivity by promoting a fun team environment.
- Operated with an extreme level of accuracy while consistently maintaining high numbers.
Collector
Citi Cards
McLeansville
03.2006 - 12.2007
- Utilized scripts and job aids to answer customer questions and resolve issues.
- Escalated complex issues to upper management as requested.
- Acted as Team Leader for a seasonal project team.
- Addressed customer complaints with professionalism.
- Serviced calls according to quality assurance performance criteria.
- Created a follow up log for various situations.
- Met and exceeded individual and departmental goals with regards to customer service, sales, phone stats and productivity.
- Responsible for accurate data entry and input of all travel information.
- Worked in a collaborative team environment while meeting quality standards.
Education
BA - Liberal Studies
North Carolina Agricultural And Technical State University
Greensboro, NC05-2010
Skills
- Customer Service Oriented
- Ability to Navigate Multiple Screens
- Ability to Analyze Credit, Banking and Financial Records
- Excellent Time Management
- Strong Organization Skills
- Ability to Manage Multiple Tasks and Drive to Completion
- Experience with MS Office Suite
- Attention to Detail
- Ability to Work Across Various Functions and Departments
- Customer support
- Troubleshooting
- Account management
- Quality assurance
- Documentation management
- Customer relationship management
Certification
- Notary Public, 01/20
- Georgia Real Estate License, 01/21
References
References available upon request.
Timeline
Customer Service
VXI Global
10.2024 - Current
General Banking Agent
Synovus Bank
03.2023 - 04.2024
Fraud Analyst/Collector
TSYS/Staffing Connections
11.2016 - 02.2021
Customer Service Representative
WIPRO
10.2014 - 08.2015
Substitute Teacher
Henry County School System/Guilford County School System
01.2012 - 04.2016
Enrollment Specialist/CSR
Humana
09.2010 - 01.2011
Collector
Citi Cards
03.2006 - 12.2007
BA - Liberal Studies
North Carolina Agricultural And Technical State University