Ndidi Nnohirim
Operations Team Manager · Nigeria, Lagos, Surulere, Lagos
Details
Gender
Female
Age range
-
tina•••••@•••••.com
Phone
•••••••9825
Address
4, Aba•••••••••••••••••••••••••••••••••••••••••••
Experience
Operations Team Manager · Teknowledge
Jun 2019 – Jul 2026
- Managed and supervised daily operations to ensure smooth and efficient service delivery.
- Led, coached, and motivated team members to achieve performance targets and KPIs.
- Monitored team performance, productivity, quality, attendance, and customer satisfaction.
- Handled escalated customer issues and ensured timely resolution.
- Prepared and reviewed performance reports and identified areas for improvement.
- Conducted team meetings, coaching sessions, and performance reviews.
- Improved operational processes to increase efficiency and reduce service issues.
Team Lead · Ison Xperience ( MTN Process)
Jan 2016 – Jun 2019
- Ensured compliance with company policies, procedures, and quality standards.
- Supported staff development through training, mentoring, and continuous feedback.
- Managed workload distribution and ensured adequate coverage during business operations.
- Identified operational risks and implemented corrective actions.
Customer Care Representative · CNSSL (MTN Process)
Sep 2014 – Dec 2015
- Respond to customer enquiries through phone, email, chat, and other channels.
- Resolve customer complaints and service issues professionally and promptly.
- Provide accurate information about products, services, and company policies.
- Process customer requests, orders, account updates, and service changes.
- Escalate complex issues to the appropriate department when necessary.
- Maintain accurate customer records and update CRM systems.
- Follow up with customers to ensure issues are fully resolved.
- Meet customer service KPIs, quality, and productivity targets.
- Build positive relationships and deliver an excellent customer experience.
- Identify customer needs and recommend appropriate solutions.
- Handle difficult or irate customers calmly and professionally.
- Follow company procedures, data protection requirements, and service standards
Education
MBA · National Open University of Nigeria
2026 – 2027
Bachelors in Arts · Delta State University, Abraka
2003 – 2006
Skills
About
I have over ten years of experience in customer service and customer relationship management, I have developed strong skills in customer support, team leadership, problem-solving,...
I have over ten years of experience in customer service and customer relationship management, I have developed strong skills in customer support, team leadership, problem-solving, risk management, events and client satisfaction. Throughout my career, I have successfully handled customer inquiries, resolved complaints, maintained high service standards, and built positive relationships with clients. I currently serve as a Customer Care Manager, where I oversee customer service operations, mentor team members, and implement strategies that improve customer experience and organizational performance. In addition to my professional experience, I am currently pursuing a Master of Business Administration (MBA), which is further enhancing my leadership, management, and business development skills. My combination of practical experience and ongoing academic development has equipped me to contribute effectively to organizational goals. I am a dedicated, results-oriented professional with excellent communication and interpersonal skills. I am confident that my experience and commitment to customer satisfaction would make me a valuable addition to your team. I would welcome the opportunity to discuss how my skills and experience align with your organization's needs. Thank you for considering my application. I look forward to hearing from you. Yours faithfully, Ndidi Augustina Nnohirim [email protected] 08064299825 https://linkedin.com/in/ndidi-nnohirim-21a3a412a
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