Microsoft Excel
OGHENEGOMA IRIFERIGOMA
Administrative Officer
Lagos,Victoria
Summary
A highly organized and hard-working individual looking for a responsible position to gain practical experience. Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Bringing 2 year background maintaining customer satisfaction and contributing to company success. Proficient in Microsoft Office tools.
Overview
1
1
Certification
18
18
years of post-secondary education
3
3
years of professional experience
Work History
Administrative Officer
LAGOS RESOURCE CENTRE
Victoria Island, Lagos
10.2020 - Current
- Codified office structures and processes to promote teamwork and performance.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Oversaw office inventory activities, including ordering and requisitions and stocking.
- Supervised and guided new employees on their various tasks and responded quickly to questions, which improved understanding of job responsibilities.
- Maintained accurate, current and compliant financial records by monitoring and addressing variances.
Quality Assessor
OUTCESS SOLUTIONS NIGERIA LIMITED
75, Opebi Road, Ikeja, Lagos
07.2019 - 09.2020
- Use tools like call monitoring and audio recording software to evaluate Customer Service Representatives’ performance metrics and assist upper management with discovering weaknesses and rewarding strengths in Customer service.
- Carry out regular reviews on the Call Centre Operations and ensure standards are not dropped.
- Study and identify areas of deficiency and training needs for agents from QA assessments and abandoned calls.
- Monitoring of E-mail communications, including customer expectations and their biggest complaints about email correspondence.
- Develop elements of an email monitoring policy, monitoring approaches, and the most common writing mistakes to address with agents handling written communications.
- Daily Communication with agents: Feedback dispersion, issue resolution and floor supports to Main agents and New hires.
- Documented findings and produced reports to aide management in assessing and correcting quality concerns.
Customer Service Representative
OUTCESS SOLUTIONS NIGERIA LIMITED
75, Jeremiah Ugwu Street, Lekki Phase 1, Lagos.
08.2018 - 07.2019
- Functioned as customer service representative to Multichoice Subscribers.
- Educated its customers on goods and services through telemarketing and cross selling.
- Manage daily customer requests, complaints and enquiries during contact, ensuring issues are appropriately, accurately and promptly escalated for further resolution.
- Follow through on commitments made to customers in course of selling and meet monthly tele sales quality targets.
- Boosted sales revenue by skillfully promoting diverse methods of cross-selling.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed 200 customers per day with a daily target of 120 successful calls.
Teacher
NATIONAL YOUTH SERVICE CORPS
Mopamuro LGA, Mopamuro, Kogi
01.2017 - 12.2017
- Reviewed curriculum and devised alternate approaches to presenting lessons to increase student understanding.
- Evaluated and revised lesson plans and course content to facilitate and moderate classroom discussions and student centered learning.
- Fostered team collaboration between students through group projects for Computer Studies, Graphic designing, English language and Literature-in-English.
- Graded and evaluated student assignments, papers and course work.
Education
Bachelor of Arts - Theatre Arts
Delta State University
Abraka, Delta. 01.2012 - 07.2016
High School Leaving Certificate -
Command Day Secondary School
Ikeja Cantonment, Ikeja, Lagos 09.2004 - 09.2010
Nursery And Primary Education
Command Children's School
Bonny Cantonment, Victoria Island, Lagos 08.1997 - 08.2004
Skills
Effective Communication skillsundefined
Software
Certification
Desktop Publishing, Digibase Computer Institute
Timeline
Administrative Officer
LAGOS RESOURCE CENTRE
10.2020 - Current
Quality Assessor
OUTCESS SOLUTIONS NIGERIA LIMITED
07.2019 - 09.2020
Customer Service Representative
OUTCESS SOLUTIONS NIGERIA LIMITED
08.2018 - 07.2019
Teacher
NATIONAL YOUTH SERVICE CORPS
01.2017 - 12.2017
Bachelor of Arts - Theatre Arts
Delta State University
01.2012 - 07.2016
Desktop Publishing, Digibase Computer Institute
10-2010
High School Leaving Certificate -
Command Day Secondary School
09.2004 - 09.2010
Nursery And Primary Education
Command Children's School
08.1997 - 08.2004
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