Chinazo Okonkwo

I'm leading end-to-end CX strategy and call centre operations at COAMANA, managing 20+ agents across inbound voice, email, and WhatsApp support. I govern SLAs, KPI scorecards, quality assurance, staffing, ticket queues, and customer retention initiatives. Previously at ENGIE Energy Access, I led retention, account management, and lifecycle strategy across multiple locations, contributing to an 80% improvement in customer retention, GRR growth, and improved customer lifetime value. I designed engagement, reactivation, and win-back campaigns using cohort analysis and churn signals. I've built onboarding and complaint-management frameworks, resolved complex billing, collections, operations, and technical-support escalations, and coached customer-facing teams on retention and service-quality standards. I turn Voice of Customer insight, journey mapping, and operational data into practical product, commercial, and service improvements. My work spans NPS, CSAT, AHT, FCR, SLA governance, workflow automation, reporting, and cross-functional stakeholder alignment.