Ann Njoku

Customer Experience Specialist

LinkedIn

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 Experience

Compliance Officer

Moniepoint Inc. Nigeria

Apr 2023 - Dec 2099

Lagos, Lagos, NG

Currently leading AI-powered customer service automation and process optimization initiatives to enhance customer satisfaction and operational efficiency for Moniepoint Inc.

  • 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.

Compliance Assistant

Veritas Registrars Ltd

Jan 2020 - Apr 2023

Lagos, Lagos, NG

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.

  • 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.

Junior Compliance Assistant

Access Bank

May 2018 - Dec 2019

Lagos, Lagos, NG

As a Junior Compliance Assistant at Access Bank, Ann Njoku managed multi-channel customer interactions, ensured regulatory compliance, and optimized digital self-service offerings.

  • 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.

Administrative Officer Intern

Total Energies EP Nigeria Ltd

Aug 2013 - Feb 2014

Rivers, Rivers, NG

As an Administrative Officer Intern at Total Energies EP Nigeria Ltd, Ann Njoku managed administrative tasks and supported recruitment and safety programs.

  • 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

Science

University of Port-Harcourt

Dec 2010 - Feb 2016

Port-Harcourt, Rivers, NG

Certificates

Data Privacy and protection

Moniepoint Inc.

Jan 2025

Spotting Cyber Threats at Work

Moniepoint Inc.

Jan 2024

AML/CFT/CPF

Moniepoint Inc.

Jan 2024

Call Control Strategies

LinkedIn

Jan 2022

Problem Solving and Troubleshooting

LinkedIn

Jan 2022

Serving Customers through Chat and Text

LinkedIn

Jan 2022

Emergency Management Vanguard

NEMA

Jan 2017

Basic First Aid

Nigerian Red Cross Society

Jan 2016

Basic Fire Fighting

Total Energies EP Nigeria Ltd.

Jan 2013

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