Figma
Katherine Diri
Administration | Customer Service | Communication | Business | Sales | Safety| Design
Port Harcourt, Rivers State
Summary
An Enthusiastic Customer Care Executive and Administrator dedicated to achieving continuous growth while delivering exceptional care and resolutions to consumers. Demonstrates outstanding verbal and written communication skills in various interactions with diverse clientele. Consistently exceed expectations by actively addressing customer requests and identifying innovative ways to enhance the customer care experience. Possesses expertise in team management, communication, problem-solving, HSE, and UI design.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
7
7
Certifications
Work History
Customer Care Executive/HSE Officer
AutoDES Nigeria Limited
Port Harcourt, Rivers State
08.2022 - 01.2025
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Increase customer satisfaction scores by 60%.
- Redesigned workflow processes for customer access and back-office, resulting in reduction of staffing costs [50]% system-wide.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Contributed to company growth by retaining valuable clients through effective communication and problem-solving skills.
- Implemented feedback-driven improvements for an enhanced overall customer experience.
- Maintained up-to-date knowledge of company products and policies to provide accurate information to customers
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Enhanced emergency preparedness with thorough evacuation plans and drills.
- Maintained up-to-date knowledge of company products and policies to provide accurate information to customers.
- Improved workplace safety measures by conducting regular inspections and risk assessments.
- Promoted a culture of safety awareness among employees through educational initiatives and presentations
- Reduced the occurrence of accidents by implementing safety training programs for employees.
- Assisted in the development of customized training materials for specific job roles to increase employee competency regarding safety protocols.
- Enhanced service delivery, staying on top of customer trends and adapting strategies accordingly.
Secretary
Relicus Nigeria Limited
Port Harcourt, Rivers State
04.2021 - 11.2021
- Ensured meetings were effectively organized.
- Coordinated and Maintained Office Supplies.
- Planned and coordinated the overall office needs and inventories by 50%.
- Provided administrative support for Operations Team.
- Conducted excellent clerical duties, including filling, answering phone calls, responding to mails and preparing documents.
- Maintained daily report documents, memos and invoices.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Scheduled appointments and conducted follow-up calls to clients.
- Contributed to a positive work environment by providing support to colleagues when needed in various tasks or projects.
- Promoted a positive image of the organization through clear communication both internally with colleagues and externally with clients.
- Maintained executive appointment schedules by planning and scheduling meetings, conferences, and teleconferences.
- Oversaw inventory of office supplies, ensuring availability and cost-efficiency.
- Implemented and developed customer service training processes.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Administrative Assistant Intern
Institute of Management and Technology.
Enugu, Enugu State
11.2019 - 11.2020
- Improved Student Complaints’ resolution by 53%.
- Used MS Office, Word, and Excel for correspondence, scheduling, and reports.
- Decreased clerical errors by 15%, lowered scheduling mistakes by 32%.
- Managed the records of more than 200 students’ results.
- Supported departmental projects, ensuring deadlines were met and objectives achieved.
- Assisted with organization and maintenance of office filing system for easy retrieval of information.
- Enhanced team communication by responding to internal requests and inquiries in a timely manner.
- Sorted mail and dispersed to correct departments.
- Managed paper and electronic filing systems by routing various documents, outgoing mail.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Maintained confidentiality of sensitive information through proper handling of documents and correspondence.
- Ensured timely completion of tasks by prioritizing workload according to urgency and importance.
Customer Care Representative, Health
Mobred Pharmaceuticals
Suleja, Niger State
01.2017 - 10.2017
- Exceeded sales goals by more than 30% since being hired by the company.
- Checked in on clients weekly to ensure needs are being met and supplies are being filled.
- Scheduled patients’ appointments with the pharmacist
- Managed records and inventory of over 100 different drugs and products.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Identified opportunities for up selling or cross-selling products during interactions, increasing overall revenue generation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed difficult customer interactions calmly and effectively, reducing escalation levels and maintaining company reputation.
- Provided expert product knowledge to customers, enabling them to make informed purchasing decisions.
Library Assistant Intern
Ministry of Information and Communication
Port Harcourt, Rivers State
11.2015 - 11.2016
- Provided exceptional customer service by appropriately answering concerns, forwarding messages, and confirming appointments as necessary.
- Increased overall office performance by 20%.
- Wrote articles relevant to trending topics and news
- Enhanced library user experience by providing efficient and friendly customer service.
- Developed engaging library programming to promote literacy and foster community involvement.
- Organized library materials for easier access, maintaining a clean and welcoming environment for users.
- Conducted inventory of library holdings, updating the catalog system for greater accuracy.
- Offered reading recommendations based on patron interests or requests, promoting continued engagement with literature.
- Trained new interns in library policies and procedures, fostering a supportive work environment for all team members.
- Assisted librarian colleagues in weeding outdated or damaged materials from the collection while recommending suitable replacements.
- Handled check-in and check-out process of library books and materials at circulation desk.
- Maintained secure environment by monitoring visitors at front desk.
Article Writer/Reporter
The Tide Newspapers
Port Harcourt, Rivers State
03.2014 - 07.2014
- Expanded readership by exploring new subjects and writing styles to cater to diverse audiences.
- Supported marketing efforts by providing expertly crafted blog posts aimed at driving customer engagement and conversion rates higher up sales funnels.
- Enhanced reader engagement by crafting compelling articles on various topics.
- Demonstrated versatility in writing style, easily adapting to different tones required for each assignment or client's specific needs regardless of the subject matter.
- Maintained up-to-date knowledge on industry trends and developments, ensuring that all written work remains relevant and valuable to readers.
- Improved brand reputation through the creation of informative, accurate, and unbiased articles.
- Collaborated with editors to refine article ideas, resulting in improved readability and relevance.
- Exceeded client satisfaction levels with well-executed revisions based on constructive feedback received during editorial reviews.
- Developed strong relationships with industry experts, conducting interviews for insightful articles that provided unique perspectives.
- Received positive feedback from clients for consistently meeting their content requirements and expectations.
- Followed company policies and editorial guidelines to craft thorough, well-written content.
Education
HND - Mass Communication
Heritage Polytechnic
Eket, Akwa Ibom 11.2017 - 10.2019
National Diploma (ND) - Mass Communication
Akwaibom State Polytechnic
Ikot-Ekpene, Akwaibom State 11.2013 - 11.2015
Skills
Proficiency
- Interpersonal relationship skills
- Creative thinking skills
- Critical thinking skills
- Project Management skills
- Communication skills
- Microsoft Office Suite (MS Word, Excel, PowerPoint)
- Facilitating and presentation skills
- Leadership and management skills
- Time management skills
- Attentive to details
- Adaptability
- Public Speaking
- First Aid (CPR)
- Human resource management
- Design Skills (UI)
Certification
Human Resource Management, Novelle Centre, 2020
Software
Canva
Zendesk
Asana
Hobbies
- Content Creation.
- Designing
- Travelling/Hiking.
- Playing Games.
- Reading Novels.
Timeline
Customer Care Executive/HSE Officer
AutoDES Nigeria Limited
08.2022 - 01.2025
Secretary
Relicus Nigeria Limited
04.2021 - 11.2021
Administrative Assistant Intern
Institute of Management and Technology.
11.2019 - 11.2020
HND - Mass Communication
Heritage Polytechnic
11.2017 - 10.2019
Customer Care Representative, Health
Mobred Pharmaceuticals
01.2017 - 10.2017
Library Assistant Intern
Ministry of Information and Communication
11.2015 - 11.2016
Article Writer/Reporter
The Tide Newspapers
03.2014 - 07.2014
National Diploma (ND) - Mass Communication
Akwaibom State Polytechnic
11.2013 - 11.2015
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