NKEONYE IHUOMA RUFUS
ABA,ABIA
Summary
KEY QUALIFICATIONS:
Human Capital Development|Financial Analysis|
Program Management|Market Research|Change Management|
Business Intelligence|Strategic Management|
Operations Management|
Dedicated professional with over 17-years progressive career in telecommunications as well as education. A visionary leader with proven track record of driving organizational turnaround and change management. Forward-thinking and proactive with achievements across sales, marketing, customer service and executive management.
Overview
5
5
years of post-secondary education
20
20
years of professional experience
Work History
Director of Administration
Chrislyn International School
Aba, Nigeria, Nigeria
01.2019 - Current
- Organizational restructuring and re-evaluation of processes and procedures.
- Strategizing for growth in student population.
- Modernizing and improving operational procedures to increase efficiency and profitability while tightly controlling costs such as labor and preventing waste.
- Implementing improved processes for data extraction, resulting in 100% increase in efficiency.
- Maintaining accurate, current and compliant financial records by monitoring and addressing variances.
- Identifying and resolving operations challenges to promote alignment with business strategy.
- Recruiting, hiring, training and supervising academic and non-academic staff while also implementing mentoring programs that offer positive employee engagement.
- Helping employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Assessing personnel performance and implementing incentives and team-building events to boost morale.
- Establishing efficient workflow processes, monitoring daily productivity and implementing modifications to improve overall effectiveness of personnel and activities.
- Communicating corporate objectives across all divisions through regular correspondence and scheduled status updates.
- Decreasing corporate costs by researching pricing, ordering and maintaining office equipment.
- Developing top talent and coordinating background checks and on-boarding and exit processes.
MANAGER, Customer Service and Sales
Globacom Nigeria Limited
Port-Harcourt, Nigeria, Nigeria
12.2007 - 03.2018
- Generated revenue by coaching staff on effective prospecting and lead development strategies.
- Oversaw general administration to ensure safety and security to lives and property.
- Responsible for key account management and acquiring additional key accounts.
- Coached employees in areas of products and services as well as customer care and sales etiquette.
- Administered company policies ensuring customer satisfaction at all times.
- Monitored employee productivity and optimized procedures to reduce cost.
- Streamlined work processes in various teams that included quality control, human resource and communications management.
- Extensive trouble-shooting on all network-related issues.
- Interfaced between head office, back-end staff and clients.
- Conducted data analysis, risk mitigation and documentation for enterprise projects.
- Lead strategic development of department-wide realignment of 30 people, which included a focus on human capital, business challenges, and adoption of new technology.
- Improved team efficiency by 60% by providing extensive business intelligence/market research training, standardizing processes and creating user templates.
- Managed a logistics and operations management staff of 15.
- Monitored employee performance and provided coaching and constructive guidance to address areas of concern.
- Organized road shows and events.
- Represented the company at regional NCC parliament hearings.
SUPERVISOR/STOCK CONTROLLER
Globacom Nigeria Limited
Port-Harcourt, Nigeria, Nigeria
01.2006 - 12.2007
- Responsible for stock inventory and ensured zero-audit complaint while documenting all processes and procedures.
- Tracked stock using company inventory management software.
- Applied security and loss prevention training toward recognizing risks and reducing store theft.
- Analyzed and properly processed product returns and assisted customers with finding alternative products to meet needs in line with company policy.
- Implemented strategy to improve timely reporting of stock status.
- Prepared daily, weekly and monthly summary of sales (stock and value) for each product and sent copies of previous day’s sales report to appropriate quarters when due.
- Prepared daily/weekly/monthly financial/bank reconciliations.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Maintained compliance with company policies, objectives and communication goals.
- Successfully managed high volumes of client-facing interactions and established strong rapport with clients.
- Conducted routine inspections of incoming goods to check quality and compliance with established product specifications.
- Positioned as primary liaison to streamline operations of multiple lines of business within organization.
SALES & MARKETING EXECUTIVE
Globacom Nigeria Limited
Port-Harcourt, Nigeria, Nigeria
01.2004 - 01.2006
- Responsible for information dissemination to customers on all products and services.
- Directed IT portfolio and promoted key company messages.
- Cultivated long-term customer relationships and strategic alliances to achieve competitive advantage by challenging and encouraging the use of knowledge resources and new technologies.
- Engaged with customers to effectively build rapport and lasting relationships.
- Increased sales by offering advice on purchases and promoting additional products.
- Maintained records related to sales, returns and inventory availability.
- Liaised with customers and recommended specific products and specials, aligning with individual needs, requirements and specifications.
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
- Provided positive first impressions to welcome existing, new and potential customers.
CUSTOMER SERVICE REPRESENTATIVE
Globacom Nigeria Limited
Lagos, Nigeria, Nigeria
01.2003 - 05.2004
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Handled customer enquiries and resolved complaints.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Responded to customer requests for products, services and company information.
- Recommended company products and services to customers, thoroughly explaining details.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Entered customer interaction details on SIEBLE to track requests, document problems and record solutions offered.
MARKETING EXECUTIVE/LIAISON OFFICER
Royal Stride Telecom/Action Telecoms
Lagos, Nigeria, Nigeria
01.2000 - 01.2002
- Responsible for marketing and sales of satellite phones and other phone accessories.
- Organized press conferences and occasional press briefings on behalf of the CEO.
- Liaised between NCC and Action Telecoms.
- Reviewed NCC policies to ensure strict adherence by Action Telecoms.
- Identified and analyzed constraints and assumptions.
- Planned and executed marketing campaigns to target groups, areas and wider community.
- Traveled to promote current programs and drive marketing through trade shows and industry conferences.
- Identified target audiences and devised campaigns to match target demographics and optimize results.
Education
Bachelor of Arts - English
Abia State University
Uturu 09.1992 - 11.1997
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills
Workflow planning
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Director of Administration
Chrislyn International School
01.2019 - Current
MANAGER, Customer Service and Sales
Globacom Nigeria Limited
12.2007 - 03.2018
SUPERVISOR/STOCK CONTROLLER
Globacom Nigeria Limited
01.2006 - 12.2007
SALES & MARKETING EXECUTIVE
Globacom Nigeria Limited
01.2004 - 01.2006
CUSTOMER SERVICE REPRESENTATIVE
Globacom Nigeria Limited
01.2003 - 05.2004
MARKETING EXECUTIVE/LIAISON OFFICER
Royal Stride Telecom/Action Telecoms
01.2000 - 01.2002
Bachelor of Arts - English
Abia State University
09.1992 - 11.1997
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