SHIRLEY ANYANWU

Customer-centric and a result-driven Customer Relationship Manager with over 18 years of experience in content moderation, customer support, quality assurance, back-office, and corporate training.

Proven expertise in tracking and handling payment methods and fraud detection, and applying soft skills and communication strategies to enhance customer satisfaction. 

Skilled in omnichannel communication across chats, calls, and emails.

Proficiency tools and system  Xcally, ERP systems, and CRM platforms to optimize performance: Zendesk, Ricochet 360, Salesforce 

Ticketing and Reservation Systems: Amadeus, Sabre, Galileo
Communication & Collaboration: Microsoft Outlook, Slack, Zoom

Fluent in English and Portuguese 

1Customer Support: Atento – Betano  2023 - Present
Moderate content for Betano, ensuring 100% compliance with responsible gaming standards.
Analyze betting patterns to identify fraudulent activities, reducing fraud incidents by 25%.
Monitor financial transactions (deposits, payments, and withdrawals), achieving a 98% accuracy rate.
Troubleshoot technical and customer issues, maintaining a 95% customer satisfaction rate.
Collaborate with teams to improve service delivery, reduce operational risks by 15%, and support quality assurance initiatives for consistent service excellence.
2.Back-Office Operations & Content Moderator (Betano igaming)
Kaizen – Pandora, Ariadne, and Back-office Operations  2022 - Present
Oversee back-office operations, resolving issues in 30 minutes and improving efficiency by 20%.
Analyze betting activities to ensure compliance, reducing violations by 30%.
Verify deposits and withdrawals, achieving a 98% success rate in transaction approval.
Moderate content, maintaining a 99% compliance rate across digital platforms.
Implement strategies to boost customer satisfaction by 15% while minimizing risk and supporting quality assurance efforts to ensure operational consistency.

3.Outbound Sales Specialist: My Place Office 
2015 - 2019 | São Paulo  
 - Conducted high-volume outbound calls to prospects, achieving a conversion rate of 35% and consistently surpassing monthly sales targets. 

- Collaborated with marketing teams to align outbound campaigns with promotional strategies, resulting in 40% higher engagement rates. 

- Maintained accurate records of customer interactions and follow-ups using CRM software, contributing to streamlined processes and improved customer relationship management. 

- Engaged in cold calling to identify potential leads and successfully convert inquiries into sales, resulting in a 36% increase in market share within co-working. 

- Provided exceptional customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction. 

- Assisted in developing targeted marketing campaigns based on market analysis and customer feedback.

Delivered goal-oriented corporate training onboarding, professional growth, and team effectiveness.

Ast de Customer Service: 6A Resorts 
06| 03/2005 – 06/2008
Managed ticketing, reservations, sales, and cancellations, processing over 500 requests per month with a 98% accuracy rate.
Delivered exceptional customer service, achieving a customer satisfaction score of 92% based on post-interaction surveys.
Provided comprehensive airport services support, ensuring a smooth travel experience for over 2,000 passengers annually.
Administrative Executive:  Rapidak UK Nigeria 01/2001 – 06/2004

Managed the importation of luxury buses and spare parts from Brazil to Nigeria, overseeing the entire process from order to delivery.
Coordinated with overseas  suppliers from China for the procurement of spare parts, ensuring timely replenishment of stock and minimizing downtime.
Worked closely with shipping lines and logistics partners to ensure the on-time arrival of buses and spare parts, improving delivery efficiency by 20%.
Handled all related formalities, including customs clearance, banking procedures, and immigration requirements.
Delivered outstanding customer service by effectively managing communication between clients, suppliers, and logistics partners, resolving issues promptly and ensuring smooth operations.
Successfully managed the importation of 50+ luxury buses, enhancing the fleet and ensuring high availability for the West African market.
 

PROFESSIONAL DEVELOPMENT

- Continuous participation in training and workshops focused on advanced sales techniques, negotiation strategies, and customer relationship management.

EDUCATION 
University of California, Irvine  
Essentials of Entrepreneurship – Thinking and Action (2015) 

Università Commerciale Luigi Bocconi 
International Leader’s Organizational Behavior (2015) 

University of Colombia  
Introduction to Sustainable Development (2014) 

Bachelor’s Degree in Applied Biochemistry  
Nnamdi Azikiwe University, Awka, Nigeria (1998)  
RELEVANT CERTIFICATIONS.
 Cambridge Certification, Higher Level English 

- Kaizen Certificate