Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Personal Information
Timeline
Generic

BOLAPE OLABIMPE ESAN

Ejigbo

Summary

Dynamic Human Resources professional with extensive experience in service delivery within fast-paced and challenging administrative environments. Proven expertise in developing efficient processes and a solid foundation in HR administration, recruiting, training, and confidential employee record management. Recognized for strategic thinking and a strong work ethic, consistently delivering results while operating independently or collaboratively. Committed to fostering a positive workplace culture and enhancing organizational effectiveness through innovative HR solutions.

Overview

13
13
years of professional experience
1
1
Certification

Work History

HR & Operations Manager

ETH Communications
11.2021 - 02.2024
  • Developed and executed HR policies and programs, workforce and job development, recruitment and hiring, compensation and benefits and employee and labor relations to build staff-focused human resources office culture.
  • Managed other HR staff and oversaw completion of tasks and initiatives.
  • Provided updates on HR policy changes to employees to satisfy compliance and state laws.
  • Directed hiring and onboarding programs for new employees.
  • Collaborated with stakeholders across organization to maintain proper flow of communication and execution of planned initiatives and projects.
  • Educated employees on company policy and kept employee handbook current.
  • Wrote employee manual to cover company policies, disciplinary procedures, code of conduct and benefits information.
  • Performed administrative and customer service functions by responding to general employee inquiries, addressing employee relations issues and scheduling meetings.
  • Met with employees annually for progress reviews and performance assessments.
  • Participated at strategic and operational level to develop and strengthen human resources services, relationships and mission.
  • Attend to employees’ queries on issues related to compensation and labour regulations, and all other relevant topics
  • Maintain the work structure by updating job requirements
  • Manage and oversee the whole recruiting and hiring process
  • Prepare employees for assignments by establishing and conducting orientation and training programs.


JForce Sales Agent

Jumia Nigeria
09.2018 - 01.2024
  • Contribute to the growth of the online business of Jumia Nigeria
  • Providing and enhancing the customer experience and executing customer order fulfillment by liaising with all stakeholders effectively
  • Handle customer service for online – phone calls, e-mails, and coordinate order processing, delivery and returns of customer orders
  • Monitor fulfillment of customers' orders via pickup or delivery service
  • Manage a diverse service environment to ensure excellent service performance
  • Monitor sales, promotions, marketing and social media programs, and activities over digital platforms, with a bid to drive web traffic/sales, growth of e-Commerce applications via targeted online campaigns and retention strategies
  • Develops new customer acquisition, retention initiatives and loyalty programs
  • Negotiate new business opportunities & drive the recruitment of new sales Agents.

HR Associate

The People Impact Company
04.2021 - 07.2021
  • Recruited and screened qualified potential employees through profiling and shortlisting, maintaining accurate documentation throughout
  • Answered and made outbound and inbound phone calls per day
  • Assisted with on-boarding process of new hires
  • Delivered friendly assistance with new hires throughout interviewing and hiring processes
  • Assisted with meetings and presentations within the company
  • Clearly communicated and enforced HR policies to employees, cultivating compliant and satisfied workforce
  • Reviewed job applications to identify, vet and recommend optimal candidates for available positions, maintaining positive relationships with clients
  • Recruited and screened qualified potential employees
  • Communicated with potential hires, providing clarity on expected tasks, compensation and policies
  • Developed job descriptions from client briefs
  • Generated and updated complete and accurate employee files for Companies with over 10 employees
  • Managed recurring HR processes such as, Recruitment, Induction, On-boarding and Performance Appraisal
  • Demonstrated products to show potential customers benefits and advantages and encourage purchases
  • Built and maintained excellent working relationships with customers to maximise sales results
  • Respond to clients' questions, issues and complaints in a timely manner, and found appropriate solutions when needed
  • Developed a loyal clientele base due to excellent listening and research skills and a keen understanding of customer experience

Customer Service Officer

Stanbic IBTC PLC
06.2012 - 05.2016
  • Processed western union and other forms of transfers, processed draft requests, and asset management bookings.
  • Prepared reports and attended to various other assignments.
  • Verified documentations for account opening and opening of accounts.
  • Reopening of closed and reactivation of dormant accounts.
  • Treated request for cheque books, ATM Cards & collected against laid down policies.
  • Processed Bank statement requests, reference letters and letters of non-indebtedness
  • Investment banking and Pension benefit administration
  • Resolved concerns with products or services to help with retention and drive sales.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Offered basic technical support for clients on wide range of company products.
  • Established and accurately prepared customers accounts to complete new purchases.
  • Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
  • Provided primary customer support to internal and external customers.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Communicated with clients regarding account services, statements, and balances.
  • Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
  • Completed data entry to record call notes, suggestions and questions.
  • Responded to customer calls and emails to answer questions about products and services.
  • Assisted call-in customers with questions and requests.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Updated account information to maintain customer records.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Administrative Officer

Matrix Solicitors
04.2011 - 05.2012
  • Attended to telephonic enquiries and also managed the switch board
  • Neatly arranged and oversaw the general ambiance of the firm
  • Properly recorded incoming and outgoing mails
  • Filed reports, assisted in making photocopies and customer service
  • Welcomed visitors, determined nature of business and announced to personnel
  • Organised and maintained diaries and made appointments
  • Assisted with the arrangement of social events, logistics and transportation
  • Provided timely and accurate administrative support to maintain day to day efficiencies in the office and also liaised with the clients, vendors and other staff.
  • Advised regarding delays and special circumstances.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.
  • Drafted common document templates to reduce time spent creating documents from scratch.
  • Performed wide-ranging administrative, financial and service-related functions.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
  • Ordered and distributed office supplies while adhering to fixed office budget.

Education

Bachelor of Science - Sociology And Anthropology

Obafemi Awolowo University
Ile Ife, Osun State

Strategic Management -Certificate Impact Programme

European Business University
Luzembourg

Diploma in Human Resources Management

Chartered Institute of Personnel Management
Nigeria

Skills

  • HR policies
  • HR support
  • File and records management
  • New employee orientation
  • Executive support
  • Coaching and mentoring
  • Staff orientation
  • HR management
  • HR collaboration

Accomplishments

  • Introduced the first formal performance review program, formulated the company-wide policies and operational procedures.
  • Formulated and adopted the usage of Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 15 staff members.
  • Collaborated with team of 8 in the development of Brand ideas and Brand visibility for the Business Clients.

Certification

  • Human Resources Management, Chartered Institute of Personnel Management of Nigeria

Personal Information

Title: Human Resources Administrator

Timeline

HR & Operations Manager

ETH Communications
11.2021 - 02.2024

HR Associate

The People Impact Company
04.2021 - 07.2021

JForce Sales Agent

Jumia Nigeria
09.2018 - 01.2024

Customer Service Officer

Stanbic IBTC PLC
06.2012 - 05.2016

Administrative Officer

Matrix Solicitors
04.2011 - 05.2012

Bachelor of Science - Sociology And Anthropology

Obafemi Awolowo University

Strategic Management -Certificate Impact Programme

European Business University

Diploma in Human Resources Management

Chartered Institute of Personnel Management

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