1. OYUDO CHINENYE NWAMAKA
No 30 IdahosaOjoOsagie Street, Aguda, Surulere, Lagos-State, Nigeria
E-mail:angelscourt02@yahoo.com
Phone no: 07069692488, 08054724044
CAREER OBJECTIVE: To work with team spirited people in a challenging and fulfilling
environment in order to successfully contribute my quota to the achievement of the
organization goals.
BIO DATA:
Date of birth 10th April 1984
Sex Female
Marital status Single
State of Origin Anambra
Nationality Nigerian
EMPLOYMENT HISTORY :
U-Telecommunications seconded to Diamond Bank Plc – (Channels Services) --- May 2010
to date:
CORE SKILLS:
 Proficient in MS word, MS Excel, MS Access, PowerPoint Presentation
 Ability to work under pressure
 Self-motivation and result oriented
 Good interpersonal relations skills
 Good communication skills
 Good analytical and presentation skills
 Team player with strong interpersonal, communication and listening skills.
 Professional, responsible, accountable and flexible approach to work.
 Good leadership skills
 Ability to work ina dynamic, multi-tasking environment.
 Customer centric and focus on qualitative service
 Experience in the area of Customer Service Delivery, systems and
applications training
WORK EXPERIENCE
DIAMOND BANK PLC MAY 2010 TILL DATE
Customer Service Representative
QUALITY ASSURANCE, TRAINING & DEVELOPMENT TEAM LEAD
(October 2014 till date)
DUTIES:
 Quality Evaluation of Contact Centre Agents’ Inbound and Outbound
Calls, Emails, Live Chat and SMS interactions
 Responsible for the Planning, Facilitation and Execution (On-boarding,
orientation, induction program, etc) of Training plans for new Contact Center

2. agents
 Monitoring and managing quality productivity levels within the Contact Centre
 Training, Development and Coaching of all Contact Center agents in
conjunction with Diamond Bank Contact Centre standards
 Day to day supervision of all Contact Centre agents
 Personally responsible for delivering one-on- one training on
applications to over 100 Agents as well as making recommendations
where needed for Agents to attend formal training to improve their
product knowledge.
 Management of the performance of assigned agents, via coaching, mentoring
and performance reviews and appraisals
 Preparation of agent quality performance reports – daily, weekly and monthly
 Responsible for facilitating intervention sessions for low performing agents
aimed at improvement
 Ensures that expected call standard is maintained and exceeded.
 To ensure random monitoring and evaluation on an ongoing basis,the quality of service
delivered to customers byContact Centre agents via all channels;Calls Emails,Live Chat and
SMS
 Responsible for the managementofthe ContactCentre Agents’ reward and recognition
scheme
 To audit agents’ adherence to standards and procedure,service deliveryprocesses;flagging
non-compliance and bottle necks when identified.
 Identify training needs,specific trends and provide information to Head Quality assurance and
Head contact centre.
 Responsible for internal information dissemination within the unitbased on agentand team
quality performance and make recommendations on contactcentre quality performance for
improvement.
 Provide Supervisors and the Team leads with regular performance feedback on their agents.
 Prepares qualitydocumentation and reports bysummarizing information and trends including
failed processes,reworks and corrective actions.
CONTACT CENTRE SUPERVISOR
(November 2012 to October 2014)
DUTIES:
 Ensuring all agents meet or / and exceed their call targets daily.
 Monitoring the influx of calls to attain a balance on inbound and
outbound activities (Giving priority to inbound and outbound
when necessary, i.e. CALL BLENDING)
 Ensure all voice interactions into the Contact Centre are logged
on the CRM and CMS as the case may be and details captured
accurately
 Overseeing the outbound customer engagement activities to
ensure compliance with the bank’s set standard.
 Ensure continuous learning and training activities are
maintained for all CC agents
 Periodic checks on Agents’ calls by listening to live and
recorded agents calls to identify their coaching needs or
recommend them for rewards as the case maybe.
 Conduct periodic analysis of agents’ Score Cards to improve
agent’s utilization and improve agents’ productivity.

3.  Responsible for ensuring the maintenance of 90% First Call
Contact Resolution for issues agents are enabled to handle.
 Ensure proper tracking, compilation, escalation and resolution of
peculiar customer issues received from customers
 Identify agents weakness and suggest processes aimed at
improving noticeable gaps in the agents’ performance
 Develop operating policies, procedures and scripts for handling
Voice interactions in the unit.
 Ensuring all outbound campaigns are available to be uploaded
on the auto dialer.
 Ensuring all agents are occupied within the period of their login
duration in compliance with the bank’s set standard
 Management of the performance of agents, via coaching, mentoring
and performance reviews and appraisals
 Available to take calls the agents are unable to handle and also offer
assistance.
 Motivate and encourage agents through positive communication and
feedback
 Meet monthly key contact center performance goals for customer
satisfaction, quality, productivity and key performance metrics.
 Ensure that customers’ questions and problems are resolved properly and
quickly. Address challenging customers and problems that require escalation
outside of the department.
 Report, analyze and resolve system, customer and operational issues that
impact service quality. Strive to provide all customers with an outstanding
customer experience.
EMAIL HANDLING
(January 2012 to June 2012)
DUTIES:
 Responsible for handling over 150 Customers’ Enquiries, Complaints
and Requests received via Email and Personal Banker daily
 Ensure that the standard expected quality on Customer interactions is
maintained while handling email interactions
 Escalation of email queries to the appropriate units for resolution.
 Follow up with business units to resolve customers’ queries.
 Resolving customers’ complaints via mail and assisting the supervisor
on daily tasks.
CALL HANDLING
(May 2010 to January 2012)
DUTIES:
 Responsible for receiving and initiating calls from and to all customers
of the bank nationwide and also new prospects
 Collect data, queries, enquiries and complaints and escalate
corresponding emails to the appropriate units for quick resolution.
 Ensure follow-up and timely resolution of complaints, requests and
enquiries within the Company’s Service Level Agreement.
 Liaise with appropriate units to achieve operational efficiency and
customer satisfaction

4.  Provide first contact resolution on at least 80% of incoming calls
 Carrying out Live monitoring of Credit Cards belonging to the Bank’s
customers to ensure adequate security and usage.
 Carrying out surveys on customers’ perception of company’s products
and services
 Facilitating Product Training for team members.
Customer Contact Solution Nigeria Limited.(CCSNL)SECONDED TO ZAIN.
August 2009 –April 2010
Zain Telesales Agent.
Duties: Marketing of Zain Products through the phone to prospects.
Strengthening relationship of both new and existing Zain customers.
Resolving customer issues and following it up to logical conclusion.
Govt. Science And Technical College, Mubi
Mubi North Local Govt, Adamawa State.
Duty-Social Studies Teacher (NYSC)
Sept 2007-Sept 2008.
SCHOOLS ATTENDED WITH DATES
Imo State University, Owerri. 2002-2006
Ado Girls’SecondarySchool,Onitsha 1993-1999.
All Saints Primary School,Onitsha 1987-1993
CERTIFICATES OBTAINED WITH DATES
B .SC (Hons) Insurance and Acturial Science
Second Class Lower Division 2006
Senior School Cert. Exams (Nov/Dec) 2001
Senior School Cert. Exams 1999
First School Leaving Cert. Exam 1993
COMPUTER SKILLS:
 Proficient in Ms word, MsExcel,PowerPoint Presentation
LANGUAGES SPOKEN: Igbo Language and English
Strong Points:
Ability to work under pressure and handle multiple task successfully.
Strong organization and prioritization skills.
Ability to work independently with minimalSupervision.
Excellent team worker.
Hobbies:Traveling, Meeting people and Learning new things
REFERENCES
Available on Request