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avatar for Nduka Mba-Uzoukwu

Nduka Mba-Uzoukwu

CX-PRACTICE
Managing Partner
Lagos
Nduka is your unmistakable choice of a Customer Service Management partner.
He has 18 years of practice at various functional levels (from being a Call Centre Agent in Telecommunications to leading large service-delivery teams as an Assistant General Manager in Banking), across banking and non-banking financial institutions, as well as in the telecommunications sector. He has served as the Group and Divisional Head, Customer Experience/Service Management in four (4) commercial banks, where his main strategic mandates included, but were not restricted to the under-listed:
•defining, articulating and imbedding of customer service cultures
•executing customer service strategies
•designing and implementing operational frameworks for the service organisations
•building contemporary multimedia Contact Centres and managing them
•building and operationalizing Complaints Management portals and frameworks
•emplacing Service Management Systems
•conducting various service performance assessments
•running customer insight and analytics programs
•optimizing Customer Relationship Management (CRM) investments
•implementing service-themed enterprise learning initiatives
His uncanny ability to build efficient teams has led to industry mentions and an industry award for one of the institutions he has been privileged to serve in.
He is a graduate of Mass Communication from the University of Nigeria, Nsukka, and has since been developing his competences in various aspects of Customer Experience Management, including
Contact Centre Management, Customer Relationship Management (CRM), Service Quality Management, Customer Insight, Analytics, Performance and Complaints Management, Organisational Change Management, Business Process Management, Project Management and General Management.
Naturally, his passion for service inspires his voluntary work as an Usher. He also volunteers as a service learning facilitator and, is a member of various associations in the Customer Service and Experience Management space.

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