Summary
Overview
Work History
Education
Skills
Custom
Certification
Reading and Writing
Timeline
Generic
Hillary Nnorom

Hillary Nnorom

Teacher
Somolu

Summary

Dynamic and results-driven professional with extensive experience in customer service, sales support, and business development. Adept at managing call centres, social media platforms, and digital marketing strategies. Proven track record in client engagement, upselling techniques, and customer retention strategies. Skilled in creative writing, content creation, and effective delegation. Proficient in using customer relationship management software such as Zendesk to enhance customer relations and after-sales support. Career goal: to leverage expertise in sales and customer service to drive business growth and client satisfaction.

Overview

8
8
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
2
2
Languages

Work History

Customer Support and Sales Agent

Sanlam
10.2023 - 06.2025
  • Responded to customer inquiries and resolved complaints via phone, email, and chat
  • Maintained accurate records of customer interactions and transactions
  • Routinely collaborated with other departments to address customer concerns
  • Complied with company policies and procedures to ensure customer satisfaction

English Teacher (Part-time)

Tuteria
02.2019 - Current
  • Boosted student confidence through tailored feedback and individualized support in areas of improvement.
  • Provided ongoing support to students outside of class hours through email correspondence or video conference sessions as needed.
  • Promoted active participation from students by incorporating interactive elements such as group projects, discussions, and collaborative activities in lessons.
  • Assessed student progress and provided feedback to improve performance and establish academic success.
  • Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
  • Prepared and implemented lesson plans covering required course topics.
  • Created and implemented activities to foster critical thinking skills of students.
  • Planned dynamic lessons to increase student comprehension of books and literary concepts.
  • Enhanced students'' language skills by focusing on reading, writing, speaking, and listening activities.
  • Gently corrected student pronunciation and grammar to improve conversation skills.
  • Developed strong rapport with students, fostering a positive and supportive virtual classroom environment conducive to learning.
  • Assisted students with goal-setting and provided guidance in developing personalized study plans for long-term success in English language proficiency.
  • Utilized multimedia resources to enhance lessons and reinforce key concepts for better retention of knowledge.
  • Used pre-written curriculum to teach students English via remote video conferencing.
  • Incorporated diverse teaching strategies to accommodate various learning styles and engage all students in the material effectively.
  • Designed engaging lesson plans based on individual student needs to maximize academic success and personal growth.
  • Maintained accurate records of student performance data and communicated regularly with parents or guardians regarding progress updates, challenges faced, and plans for improvement.
  • Emphasized critical thinking skills by challenging students with thought-provoking questions related to course topics during lessons.
  • Reviewed homework assignments to better gauge students' learning progress and grasp of new concepts.
  • Collaborated with fellow teachers to develop innovative teaching methods and share best practices for online learning environments.
  • Monitored student progress through regular assessments, providing constructive feedback to ensure continuous improvement.
  • Adapted instructional techniques in real-time based on student engagement levels, ensuring optimal comprehension of material throughout each session.
  • Maintained schedule of appointments and worked up to 35 hours each week.
  • Worked with students between ages 6 and 24 on grammar, pronunciation and sentence construction.

Customer Support and Sales Resolution Officer

United Bank for Africa UBA
02.2022 - 10.2023
  • Responded to customer inquiries and resolved complaints via phone, email, and chat
  • Maintained accurate records of customer interactions and transactions
  • Routinely collaborated with other departments to address customer concerns
  • Complied with company policies and procedures to ensure customer satisfaction
  • Successfully resolved over 90% of customer complaints within 24 hours
  • Created and implemented a new feedback survey to measure customer satisfaction
  • Consistently exceeded monthly customer service goals, resulting in positive recognition from management
  • Generating leads, making sales calls, continuously updating our CRM database, and meeting sales target

Digital Market Manager/Social Media Manager

IjelalaHairandBraids, DriveMe and VOAfrica
01.2021 - 02.2023
  • Developing and implementing comprehensive social media strategies aligned with the brand's objectives
  • Conducting market research and analyzing trends to inform content creation and engagement strategies
  • Overseeing the creation of high-quality, engaging content across multiple platforms e.g., Facebook, Instagram, Twitter, LinkedIn, TikTok
  • Scheduling and publishing content using social media management tools like Hootsuite, Buffer, or Sprout Social
  • Managing and growing online communities by responding to comments, messages, and mentions in a timely and professional manner
  • Fostering positive interactions and building relationships with followers and influencers
  • Monitoring social media performance using analytics tools e.g., Google Analytics, native platform analytics
  • Preparing and presenting reports on KPIs such as engagement rates, follower growth, website traffic, and conversion rates
  • Planning and executing paid social media campaigns, including budgeting, targeting, and optimization
  • Collaborating with other departments e.g., marketing, sales, customer service to align social media campaigns with overall business goals
  • Monitoring brand mentions and industry trends to identify opportunities or potential risks
  • Managing crises and mitigating negative feedback on social platforms
  • Grew the Instagram following by 35% over six months, leading to a 20% increase in engagement
  • Launched a viral campaign that increased brand awareness by 50%, resulting in a 15% boost in sales
  • Improved overall engagement rates by 40% by refining content strategies and optimizing post timings
  • Reduced ad spend by 25% while maintaining a consistent return on investment ROI of 5:1 through targeted social media ads
  • Built and managed an active online community of 20,000 members, driving higher levels of customer loyalty and repeat purchases
  • Successfully managed a social media crisis, reducing negative sentiment by 70% within 48 hours

Media Officer and On Air Personnel

Lion FM
03.2017 - 04.2020
  • Moderating panels or talk shows, interviewing show guests about their lives, their work, or topics of current interest on various relevant topics in line with station policies, NBC rules and other relevant governing bodies
  • Negotiating and purchasing ad space and time to effectively reach target audiences
  • Built strong relationships with journalists, influencers, and industry professionals to expand network connections and opportunities.
  • Evaluated competitor activities in the market space to identify potential areas of opportunity or threats requiring adjustment of strategy.

Education

Bachelor of Arts - Mass Communication

University of Nigeria
Enugu
06.2016 - 06.2021

Skills

Call Answering

Content Writing

Sales Support

Sales & Business Development

Sales

Call Center

Social Media Management

Creative writing / Copywriting

Customer Service

Assistant Manager

Excel spreadsheets

Creative problem solving

Sales reporting

Telephone sales

Effective delegation

Social media savvy

Niche market understanding

Upselling techniques

Client engagement

After-sales support

Customer relationship management software

Point of sale systems

Digital marketing

Conflict Resolution

Communication

Customer relations

Public speaking

Crisis management

Customer profiling

Cross-Selling proficiency

Product demonstration

Customer retention strategies

Zendesk

Lesson planning

Student support

Classroom management

Team teaching

Problem-solving skills

Parent communication

Creative writing

Lecturing

Student motivation

Time management

Active listening

Grammar instruction

Curriculum implementation

Substitute teaching

Student engagement

Online instruction

Team collaboration

Technology integration

Teaching strategies

Online teaching

Adapting to different learning styles

Distance learning

Testing administration

Academic advisement

Student-centered learning

Differentiated instruction

Child development

Grammar principles

English Language fluency

Exam proctoring

Classroom technology

Records management

Reading comprehension

Group leadership

English for specific purposes

Teacher collaboration

Collaborative learning

ESL methodologies

Pronunciation coaching

Quality education

Editing and proofreading

Cross-cultural communication

ESL certification

Writing workshops

TEFL certification

Poetry interpretation

Reading assignment planning

Creative and expository writing

Drama techniques

Custom

References available upon request.

Certification

TEFL

Reading and Writing

I believe I should be employed because I bring a strong combination of skills, dedication, and a genuine passion for delivering value. I am reliable, quick to learn, and adaptable to new environments. My background has equipped me with the ability to communicate effectively, solve problems efficiently, and work well both independently and as part of a team. I take pride in going the extra mile, staying organized, and maintaining a positive, professional attitude. I’m not just looking for a job, I’m looking for an opportunity to contribute meaningfully, grow, and make a lasting impact in the organization.

Timeline

TEFL

04-2025

CCSP

03-2025

Customer Support and Sales Agent

Sanlam
10.2023 - 06.2025

Customer Support and Sales Resolution Officer

United Bank for Africa UBA
02.2022 - 10.2023

Digital Market Manager/Social Media Manager

IjelalaHairandBraids, DriveMe and VOAfrica
01.2021 - 02.2023

English Teacher (Part-time)

Tuteria
02.2019 - Current

Media Officer and On Air Personnel

Lion FM
03.2017 - 04.2020

Bachelor of Arts - Mass Communication

University of Nigeria
06.2016 - 06.2021

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