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
Customer Relations
Business administration
Business Development
Staff Management
Analytical skills
Strategic Planning
Sales and marketing
Organization and Time management
Training & Development
MS Office
Budgeting and reporting
Customer Relationship Management Software (CRM)
Team Building
Account management
Complaint resolution
CRM
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