Joan Omozusi

• Provide exceptional customer service, addressing requests and resolving complaints promptly, achieving a 95% customer satisfaction rate.
• Expedite issue resolution by promptly escalating critical incidents to relevant departments, minimizing downtime and improving overall service efficiency by 25% through streamlined processes and cross-functional collaboration.
• Spearhead development and implementation of team activities, generating detailed reports for management, fostering team productivity and achieving a 30% reduction in operational issues.
• Conduct a report with the retail team and addressed operational trends and application downtime, reducing system issues by 20%.
• Track and manage subscriptions, ensuring timely payments for telephone and Internet services, maintaining a 100% on-time payment record and minimizing service disruptions.
• Prepare periodic reports as required by the Experience Centre Manager.

Key Achievements

• Exceeded sales target by 200% thereby increasing revenue for the organization.
• Maintained exceptional customer relationships through personalized service, resulting in 30% increase in customer retention.
• Collaborated with a marketing team to identify and cultivate new customer segments, expanding market reach and driving a 20% growth in the customer base.

• Organized and facilitated orientation session and onboarding process of new employees; completing background checks and reference checks to complete screenings.
• Actively supported in recruitment process and life cycle, including scheduling interview, issuing offer letter, pre-employment medical screening, background check and exit interview.
• Processed staff request & benefits such as staff line, health insurance, gym membership, ID cards Etc.
• Provided HR support and advisory on policies and procedures to line managers and employees when appropriate.
• Ensured the accurate maintenance of employee records, tracking employment history, hiring, promotion, exit, transfer Etc.
• Liaised with the learning & development team on the implementation of approved training plans within assigned business areas.
• Supported in the implementation of performance management processes by ensuring that evaluations and recommendations are completed on time and within set guidelines.
• Contributed to the development and implementation of initiatives that will drive increased employee satisfaction and engagement levels across the business.

Key Achievements

• Conducted Annual HMO change exercise in the region to a staff strength of 242 employees by ensuring proper documentation and submission of relevant documents, distribution of HMO cards across the 8 Northern states. I worked with line managers to achieve a seamless process