Nkeiruka Eze Etu

Results-driven and multi-skilled Customer Service Executive with over 6 years of experience delivering optimal business results, resolving complex Problem, and managing operations, transport logistics,Acount and data verification sectors. Demonstrated expertise in high-volume customer care, administrative support, data confidentiality, and CRM utilization. Recognized for a strict customer-first mindset, strong data governance compliance, and high emotional intelligence.

Seeking to leverage cross-functional skills in customer relations, team supervision, and accounting to contribute to operational excellence within your organization.

Customer Care & Logistics Executive - Peace Mass Transit - Lagos, Nigeria

(2023-05 - 2026-09)

• Deliver real-time logistics and bus schedule updates to customers, effectively managing expectations and reducing query response latency.
• Manage high-volume passenger operations, processing ticket bookings, itinerary changes, and cancellations via CRM platforms to maintain a 98%+ satisfaction rate.
• Investigate and resolve sensitive baggage disputes and lost-item complaints with empathy and efficiency, securing successful financial and physical reconciliations.
• De-escalate critical passenger complaints using targeted conflict-resolution strategies, offering tailored alternative solutions to retain customer loyalty.
• Enforce safety compliance protocols and coordinate transit parameters to safeguard passenger comfort and operational integrity.
• Manage cross-regional inbound and outbound item registrations, ensuring 100% data accuracy in digital tracking systems.
• Oversee daily branch cash and bank transactions, handle secure cash drops, and reconcile financial records to eliminate operational discrepancies.

NIN Registration & Customer Service Representative - Fodiotrends Nigeria Limited - Enugu,Nigeria

(2021-04 - 2023-05)

• Executed biometric enrollment operations for adults and children acquiring National Identification Numbers (NIN), complying strictly with national data protection policies.
• Addressed complex customer identity inquiries, resolved enrollment discrepancies, and maintained a highly organized workflow to maximize daily output.
• Managed daily data logging systems, ensuring precise entry and structured classification of captured citizen records for regulatory state audits.
• Tracked processing milestones, oversaw documentation workflows, and verified the secure distribution of processed identity slips to clients.
• Spearheaded outbound communication workflows using automated text and voice campaigns, streamlining document collection and reducing pickup backlog by 35%.

Higher National Diploma (HND) - Banking and Finance - Institute of Management and Technology (IMT) (2011 - 2011)