Hi, I’m
MERCY FELIX
PORT HARCOURT,Nigeria
Summary
A seasoned and dedicated HR professional with background in customer relationship and administration with a primary focus of developing and sustaining productive business relationships and supporting company Leaders in fast-paced Corporate environments. Proven ability to maintain excellent communication while handling challenges and responsibilities with a high level of efficiency and positive attitude. A trained and experienced ISO 9001:2015 and ISO 45001:2018 internal auditor, and document management system. Offering a wide understanding of regulatory requirements and employment laws in Nigeria, as well as performance management, capability and disciplinary procedures. Able to learn quickly and make an early contribution in busy teams. I'm Seeking a position where Superior Administrative skills will be applied in promoting smooth office operations especially with respect to employee training and development.
Overview
4
years of professional experience
1
Certification
Work History
IPI SolutionsAbuja
Digital Marketer
Job overview
- Brought forth excellent public speaking skills and phone etiquette
- Cold called people using a phone directory
- Provided proficient work and significant results
- Followed scripts to provide detailed information
- Brought forth the highest level of customer service possible.
PLACAbuja
Election observer
Job overview
- Worked tirelessly with an amazing observing the 2019 election from the situation room centering on Gombe State
- Ensured proper monitoring and collation of result was done in a timely manner
- Acted in a strictly neutral manner, in accordance with the laws, regulations and election code of the country.
Carrich & CrailAbuja
Client Service Executive
Job overview
- Served as the primary contact for client service teams for several different projects
- Worked to maintain positive client relationships, resulting in many client referrals
- Provided excellent customer service and achieved a high rate of client satisfaction and retention
- Improved profitability by focusing on the most profitable customers and dealing with the unprofitable in more cost effective ways
- Kept records, calendars, and company information accessible
- Provided customers with quality assistance through phone calls, emails, and internet chats.
JC InternationalPORT HARCOURT, Rivers State
Telemarketing executive
08.2023 - Current
Job overview
- Answered customer enquiries with excellent customer service skills.
- Implemented customer feedback to continuously improve personal performance.
- Promoted current services and offers using expert product knowledge.
- Ordered prompt product dispatch to meet business delivery timeframes.
- Emailed customers comprehensive service information, contracts and after-care support packages.
- Created timely follow-up alerts for increased sales conversions and completions.
- Managed customer expectations to improve satisfaction rates.
- Anticipated clients' commercial needs and made appropriate recommendations.
- Processed orders quickly, providing customers with accurate order information.
- Delivered exceptional after-sales customer care to promote customer loyalty.
- Recorded customer information and interactions.
- Established positive customer rapport using multiple communication channels.
JC InternationalPort Harcourt, Nigeria
Customer Service Executive/HR Executive
07.2022 - Current
Job overview
- Increased customer feedback rating by 10%
- Reduced paper usage in compliance with Environmental sustainability
- Effective Document Control System
- Contributed to the integration of ISO 9001:2015, 45001:2018 and 14001:2015
- Providing excellent customer service and achieved a high rate of client satisfaction and retention
- Collate, analyze, and review customers' feedback
- Make recommendation On areas of concerns and follow-up for implementation
- Increasing the rate of return clients with unparalleled customer service and a commitment to satisfaction
- Serving as a friendly, charming and helpful first point of contact
- Performing a variety of administrative duties, including answering phones, taking and delivering messages, writing memos, making copies, faxing documents, and attending to clients
- Working and assisting the Admin Manager to making sure that employees welfare and satisfaction our topmost priority
- Sensitizing employees on the importance of customer service relationship
- Ensuring that our reputation in the marketplace continues to grow
- Meeting needs and expectations of clients and employees by continual improvement process
- Participate in conducting evaluation Audit for our vendors
- Involve in dispute resolutions
- Involving in accident and incident investigations
- Coordinate travels and accommodations for External courses
- Monthly staff list and staff competency training matrix tracker update.
JC InternatinnalPORT HARCOURT, Rivers State
Telemarketing executive
08.2023 - 03.2024
Job overview
- Coordinated in-person visits with sales representatives to progress customer engagement.
- Monitored market trends to remain ahead of competitor activity.
- Emailed customers comprehensive service information, contracts and after-care support packages.
- Implemented customer feedback to continuously improve personal performance.
JC InternationalPort Harcourt
Training Administrator
02.2020 - 07.2022
Job overview
- Actively participated in OPITO Banksman Initial, Competence Assessment And Competence Reassessment accreditations
- Played a key role in IRATA, LEEA and IADC accreditation
- Rigger Initial, Competence Assessment and Competence Reassessment Accreditations
- Improved customer feedback rating by 10%
- Other Responsibilities: Participate in creating and implementing training programs
- Participate in internal audit and ensure that non-conformities are closed Out within the stipulated time
- Maintain training records (e.g
- Trainee lists, schedules, attendance sheets)
- Booking of classrooms and ensure they're properly set up
- Prepare and disseminate material (e.g
- Joining instructional notes, feedback forms)
- Improved client relationship management
- Print and Issue all certificates ensuring compliance with Data protection
- Compile a weekly course timetable in line with guideline to all accreditation authorities
- Responsible for internal course scheduling and Sourcing for external courses in attendance with Training matrix of personnel
- Issue and upload External course certification (e.g
- OPITO, LEEA, IADC, DPR...) on the training portal and internal courses.
JC InternationalPORT HARCOURT, Rivers State
HR/Admin Executive
03.2024 - Current
Job overview
- Provided customers with outstanding service, extending relationships for future business opportunities.
- Set strategic plans to govern functioning of [Type] operations.
- Managed team performance, celebrating successes and identifying areas to improve.
- Directed staffing requirements, managed priorities and coordinated workflows to uphold productivity objectives.
- Directed administration and optimisation of financial operations, payroll and accounting processes.
- Partnered with management team to optimise operations and reduce costs.
- Developed employee engagement programmes, boosting morale and reducing turnover rates.
Education
Model Secondary School
SSCE
Eli Science Primary School
FSLC
Nasarawa State University KeffiNigeria
B.A from Theatre & Cultural Studies
2011 - 2015 (4 years)
SOSPORT HARCOURT
MER TIER 1 from FIRST AID
03.2024
University Overview
- Internal Auditors Training ISO 45001:2018, KBS - 12/01/20
- Awareness Training ISO 9001:2015, JC International
- Customer Service Training, JC International
- Document Management System, JC International
- Fire Warden Training
- Basic First Aid (TIER 1)
Skills
- Capable of assimilating complex arguments, analyzing situations and suggesting solutions
- Ability to Multitask
- Adaptability
- Fast Learner
- Communication Skills
- Customer Service
- Ability to Work in a Team
- Microsoft Office Word
- Microsoft Office
- Communication
- Cold calling techniques
- Problem-solving
- Public relations
Languages
Hausa
Advanced
English
Fluent
Timeline
HR/Admin Executive
JC International
03.2024 - Current
SOS
MER TIER 1 from FIRST AID
03.2024
Telemarketing executive
JC International
08.2023 - Current
Telemarketing executive
JC Internatinnal
08.2023 - 03.2024
Customer Service Executive/HR Executive
JC International
07.2022 - Current
Training Administrator
JC International
02.2020 - 07.2022
Digital Marketer
IPI Solutions
Election observer
PLAC
Client Service Executive
Carrich & Crail
Model Secondary School
SSCE
Eli Science Primary School
FSLC
Nasarawa State University Keffi
B.A from Theatre & Cultural Studies
2011 - 2015 (4 years)
Custom
- Cooking
- Singing
- Learning new skills
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