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Registration: 15.05.2025

Chioma Jennifer Obikili

Specialization: Customer Service Representative / Data Analytic / Content Moderator
— I am a seasoned professional with extensive experience in customer service, specializing in identifying performance gaps, developing targeted training programs, and implementing quality management strategies. — My background in coaching, mentoring, and content development has consistently supported teams in delivering exceptional customer experiences. — I’m passionate about using data-driven insights to improve service quality, enhance team performance, and support strategic decision-making. — I aim to combine my people-focused approach with analytical thinking to drive customer satisfaction and operational excellence.
Python SQL PostgreSQL Excel Business Analysis Tableau pandas
— I am a seasoned professional with extensive experience in customer service, specializing in identifying performance gaps, developing targeted training programs, and implementing quality management strategies. — My background in coaching, mentoring, and content development has consistently supported teams in delivering exceptional customer experiences. — I’m passionate about using data-driven insights to improve service quality, enhance team performance, and support strategic decision-making. — I aim to combine my people-focused approach with analytical thinking to drive customer satisfaction and operational excellence.
Python SQL PostgreSQL Excel Business Analysis Tableau pandas

Skills

SQL
Tableau
Python
Microsoft Office
Google Docs
Microsoft Word
Google Drive Microsoft
Excel
Outlook
Microsoft PowerPoint

Work experience

Training / Development Manager
06.2019 - 11.2023 |iSON Xperiences (Airtel Process)
Microsoft Office, Google Docs, Excel, Outlook
● Developed engaging and relevant training materials, including manuals, presentations, and e-learning modules. ● Conducted diverse training sessions for employees at all levels, using workshops, seminars, on-the-job and virtual platforms. ● Implemented assessment tools to measure training effectiveness, analyzed outcomes, and provided data-driven recommendations for improvement.
Work Force Management / Management Information System Agent
01.2019 - 05.2019 |iSON Xperiences (Airtel Process)
Microsoft Office, Google Docs, Excel, Outlook
● Collected and ensured data accuracy, integrity, security, and accessibility. ● Managed and analyzed personal performance data and generated reports based on this data. ● Conducted ad-hoc analyses and predictive forecast to support strategic planning and decision making.
Customer Service Representative
04.2017 - 12.2018 |iSON Xperiences (Airtel Process)
Microsoft Office, Google Docs, Excel, Outlook
● Handled inbound calls and e-mails for Airtel customers with professionalism, utilizing telephone etiquette, enthusiasm, and effective communication skills to resolve complaints, queries, and requests. ● Managed a high-volume workload efficiently within a deadline-driven environment, ensuring timely resolution of customer issues. ● Delivered quality customer service through product knowledge and proficiency in systems and applications.

Educational background

Physics (Bachelor’s Degree)
2011 - 2016
University of Jos Plateau State Nigeria

Languages

EnglishAdvancedGermanIntermediate