About
Results-driven Customer Experience Specialist with a strong background in AI-driven service automation and customer journey optimization, now seeking to leverage expertise in Product Management. Adept at using data analytics to inform strategic decisions, enhance user experience, and drive operational efficiency through digital solutions. Proven ability to lead cross-functional initiatives and implement technology-driven strategies that optimize customer success and prepare for impactful contributions in product development.
Work
Moniepoint Inc. Nigeria
|Compliance Officer
Lagos, Lagos, Nigeria
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Summary
Currently leading AI-powered customer service automation and process optimization initiatives to enhance customer satisfaction and operational efficiency for Moniepoint Inc.
Highlights
Developed and managed AI-powered chatbot solutions, ticketing systems, and self-service platforms, significantly improving customer satisfaction and reducing response times.
Spearheaded automation initiatives, resulting in a 30% reduction in manual customer support interactions and increased operational efficiency.
Collaborated cross-functionally with Product and Tech teams to refine customer onboarding, ensuring seamless integration for retail and corporate clients.
Implemented data-driven customer insights analytics to identify pain points and proactively enhance service offerings, improving overall customer experience.
Optimized multi-channel customer communication templates (email, SMS, WhatsApp, social media) to align with industry best practices and enhance customer engagement.
Veritas Registrars Ltd
|Compliance Assistant
Lagos, Lagos, Nigeria
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Summary
As a Compliance Assistant at Veritas Registrars Ltd, Ann Njoku led customer retention strategies and implemented customer success plans to enhance loyalty and user adoption.
Highlights
Led customer retention initiatives, boosting customer loyalty by 40% through proactive engagement strategies.
Designed and executed comprehensive customer success plans, ensuring seamless onboarding and high user adoption rates.
Collaborated with the in-house automation team to implement self-service solutions, effectively reducing call center workload.
Organized and delivered customer education programs, including webinars and training workshops, to enhance product understanding and adoption.
Access Bank
|Junior Compliance Assistant
Lagos, Lagos, Nigeria
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Summary
As a Junior Compliance Assistant at Access Bank, Ann Njoku managed multi-channel customer interactions, ensured regulatory compliance, and optimized digital self-service offerings.
Highlights
Managed multi-channel customer interactions, ensuring strict compliance with KYC and AML regulations.
Contributed to a 43% increase in customer satisfaction and service adoption within five months by optimizing customer support processes.
Assisted in optimizing digital self-service offerings, enhancing operational efficiency and significantly reducing manual workload.
Total Energies EP Nigeria Ltd
|Administrative Officer Intern
Rivers, Rivers, Nigeria
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Summary
As an Administrative Officer Intern at Total Energies EP Nigeria Ltd, Ann Njoku managed administrative tasks and supported recruitment and safety programs.
Highlights
Managed diverse administrative tasks, including correspondence, letter drafting, and comprehensive record management.
Contributed to recruitment processes, aiding in the selection of 10 staff members and boosting delivery efficiency by 67%.
Supported critical employee safety and risk mitigation programs through active participation in training sessions.
Education
University of Port-Harcourt
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Bachelor
Science
Certificates
Data Privacy and protection
Issued By
Moniepoint Inc.
Spotting Cyber Threats at Work
Issued By
Moniepoint Inc.
AML/CFT/CPF
Issued By
Moniepoint Inc.
Call Control Strategies
Issued By
Problem Solving and Troubleshooting
Issued By
Serving Customers through Chat and Text
Issued By
Emergency Management Vanguard
Issued By
NEMA
Basic First Aid
Issued By
Nigerian Red Cross Society
Basic Fire Fighting
Issued By
Total Energies EP Nigeria Ltd.
Skills
Customer Experience & Success
Customer onboarding & journey optimization, Customer insights analysis & process improvement, Customer experience (CX) strategy, Multi-channel customer support, Customer engagement & retention, KPI & SLA management.
Technical Tools & Automation
AI-powered customer service automation, Self-service portals & chatbot integration, Automation & AI-driven service efficiency, Zendesk, Intercom, Jira, MS Dynamics, Slack, Cliq, Chatbots, WhatsApp Bots, IVR Systems, Customer analytics & automation tools.
Strategic & Analytical
Data-driven decision making, Problem-solving, Process optimization, User experience (UX) understanding, Strategic planning.
Leadership & Collaboration
Cross-functional collaboration (Product, Tech, Marketing, Compliance), Team leadership & mentorship, Stakeholder Management.
Compliance & Regulatory
KYC regulations, AML regulations, Data Privacy and Protection, Cyber Threats.
General Business Skills
Recruitment processes, Record management, Risk mitigation programs, Continuous learning.