Nwamaka Okongwu
Hillside,NJ
Summary
Dynamic Product Team Lead with a proven record of enhancing customer satisfaction by 15% at IGENOMIX through innovative service training. Leverages expertise in Excel data analysis and strong leadership skills to transform challenges into opportunities. Demonstrates exceptional adaptability and strategic prioritization, driving continuous improvement within the team to elevate product development and customer experience.
Overview
7
7
years of professional experience
Work History
Product Team Lead
IGENOMIX
Jersey City, NJ
11.2022 - Current
- Supervised team of 5 customer service representatives, offering guidance, training, and performance evaluations.
- Handled escalated customer issues promptly and effectively, preserving the company's reputation, and retaining key clients.
- Achievements:
- Worked with sales team to find cross-selling and upselling chances, leading to a 10% revenue boost.
- Developed and executed comprehensive customer service training sessions, enhancing satisfaction ratings by 15%.
- Responded to customer feedback, addressing concerns and improving service quality.
Senior Customer Support Representative
IGENOMIX
Jersey City, NJ
11.2021 - 11.2022
- Provided outstanding customer service while educating patients and clinics on tests and programs.
- Directed high-volume call center activities, addressing patient concerns with empathy and professionalism.
- Nurtured strong patient relationships, maintaining comfort and satisfaction throughout the care process.
- Enhanced service quality through systematic feedback collection.
- Achievements:
- Streamlined patient intake processes through collaboration with healthcare providers and administrative staff, reducing wait times by 20%.
- Increased collection efficiency, reducing outstanding accounts by 15%.
- Advised management team on best practices for handling difficult or challenging customer situations.
Customer Service Representative
Igenomix
Jersey City, NJ
08.2019 - 11.2021
- Achieved performance benchmarks for attention to detail, efficiency, and productivity.
- Resolved complex customer concerns swiftly and efficiently.
- Provided hands-on support during the orientation of customer service representatives.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Customer Service Support/Head Cashier
VALUEZONE DEPARTMENT STORE
Irvington, NJ
09.2017 - 01.2019
- Oversaw routine functions involving inventory management, order handling, and vendor interaction.
- Ensured a positive shopping experience consistently.
- Achieved a 10% decrease in inventory discrepancies by carefully maintaining transaction records including sales, returns, and exchanges.
- Elevated customer satisfaction levels through comprehensive training of newly hired staff in best practices.
- Coordinated with security team to handle emergency situations and maintain a safe shopping environment.
Education
Post Graduate Diploma - Mass Communication
University of Lagos
01.2015
Administrative Assistant Diploma -
Stratford Career Institute
Mount-Royal01.2014
Bachelor of Arts - Linguistics
Ebonyi State University
01.2008
Skills
- Effective Communication
- Collaborative Interaction
- Proficient in Task Organization
- Data Interpretation
- Effective Solution Development
- Detail-Oriented Mindset
- Skilled in MS Word Document Creation
- Excel Data Analysis
- Advanced PowerPoint Skills
- Typing Proficiency: 51 WPM
- Efficient Task Management
- Strategic Prioritization Skills
- Experience with EMR Software
- Blood Collection Proficiency
- Electrocardiogram Proficiency
- Customer feedback analysis
- Customer service training
- Customer relationship management
- Team leadership
- Call center management
- Inventory management
- Service quality improvement
- Employee mentoring
- Adaptability to change
- Task delegation
Hobbies and Interests
- Enjoys reading historical novels
- Watching medical and police procedural TV shows
- Spending time with family
Languages
- Excellent command of written and spoken English
- French
Timeline
Product Team Lead
IGENOMIX
11.2022 - Current
Senior Customer Support Representative
IGENOMIX
11.2021 - 11.2022
Customer Service Representative
Igenomix
08.2019 - 11.2021
Customer Service Support/Head Cashier
VALUEZONE DEPARTMENT STORE
09.2017 - 01.2019
Post Graduate Diploma - Mass Communication
University of Lagos
Administrative Assistant Diploma -
Stratford Career Institute
Bachelor of Arts - Linguistics
Ebonyi State University
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