A self-motivated, ambitious and goal oriented individual who is dedicated to working to high standards either within a team or independently. I am commercially aware and very organised - demonstrated from previous work responsibilities, confident and flexible in my approach to work, with the ability to prioritise assignments and work to strict deadlines. I possess a wealth of experience in administrative management, understanding and delivering to their requirements and ensuring a pleasant human relationship experience through excellent interpersonal and technical abilities.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Relationship Management Specialist
GLOMOBILE
Cotonou, Benin Republic
09.2016 - 08.2017
Monitor and educate customer’s usage/credit limit/bill payment on regular basis and propose improvement/simplifications where required.
Monitor customer trends and take appropriate actions to improve on customer usage and loyalty.
Develop, implement and monitor a feedback system to address customer queries and/or issues that are received through telephone, email or fax.
Ensure/co-ordinate timely resolution of customer queries and/or issues by concerned department, intervene as well as escalate where required.
Make weekly calls, as well as monthly visits, to develop and maintain good relationship between VIP customers and Globacom.
Perform e-marketing of new services with customers and prospective customers weekly.
Monitor and provide customer feedback to management with suggestions for improvement/simplification where required.
Conduct random checks on quality and speed of customer query resolution including treating request out of normal company channel and address them on SOS basis.
Give weekly/monthly reports for management review and take appropriate follow up action.
Sales and Customer Services Executive
Globacom Limited
Lagos , Nigeria, Nigeria
09.2010 - 01.2016
Marketing and Sales – leading the sales and marketing drive and ensuring revenue generation and profitability.
Brand Visibility – ensuring that the company’s brand retains a commanding and unassailable presence in its territories.
Feedback – Providing feedback and advising Management on policies and decisions that affect the direction of the Organization.
Capturing and relaying EMERGENT strategies’ to management.
Educates customers to ensure they understand the features of the various services, products and accessories available.
Introduction of special products for our esteem customers, to enable them meet their business objectives and target.
Actualizes sales of company products and collects cash (payment) from customers.
Ensures that all customers’ documents submitted for the acquisition of contract lines are forwarded to Customer Care for vetting according to the laid down procedures.
Resolution of customers issues in a professional manner using specialized application, escalation of such issues to other units if need be.
Ensure customers are aware of the different value-added services as well as their costs and benefits.
Ensure that all customers in the shop are given proper and adequate attention.
Assists customers with queries and payment difficulties.
Generates and submit sales reports to the manager on a daily basis.
Ensures that all customers are satisfied at all times.
Keeps proper daily records of cash and all transactions.
Reconcile cash/invoice with the daily sales.
Ensures all information on cash handling must be communicated daily to the Shop Manager.
Implements company procedures and practices to eliminate/minimize cost and losses.
Providing would class service to our customers through personal interactions and organized forms.
Ensure sales target are met.
Customer Care Representative
Globacom Limited
Lagos, Nigeria, Nigeria
06.2010 - 09.2010
Customer Care – attending to all customer queries, resolving or escalating issues to back office for final resolution.
Data Management – ensuring that all customer interactions are captured on Siebel and all customer details safely documented for easy referencing and management record.
Marketing of company products through all available channels.
Prevention of churning by deploying programs that ensures customer loyalty Introduction of special products for our esteem customers, to enable them meet their business objectives and target.
Providing would class service to our customers through personal interactions and organized forms.
Provide up to date, accurate and appropriate information to customers.
Update CRM systems for each interaction for building relationship with clients and providing a link for the next interaction.
Up selling VAS and enhancing revenue.
Educate and promote new schemes and value added services.
Seeking inputs and update subscriber information as required.
Log service requests for action.
Generate leads and forward to sales function.
Optimum utilization of CRM systems/tools.
Project a sophisticated image of GLOBACOM to subscribers.
Administrative Officer
W Hotels, Hotel Management Services
Lagos , Nigeria, Nigeria
10.2005 - 11.2006
Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
Codified office structures and processes to promote teamwork and performance.
Interpreted management directives to define and document administrative staff processes.
Assessed personnel performance and implemented incentives and team-building events to boost morale.
Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
Established and updated work schedules to account for changing staff levels and expected workloads.
English & Literature in English Instructor
Zarumai Model School, Minna Niger State (NYSC)
Minna, Niger State
09.2004 - 08.2005
English & Literature in English Instructor, Conduct class/subject teaching activity in line with approved teaching scheme, plans and policies.
Monitor learning by students and provide feedback on the appropriateness and completeness of teaching scheme and plans.
Identify pupils with special learning needs and liaise with Remedial teacher to develop appropriate remedial responses.
Maintain discipline in classes, apply approved sanctions for misdemeanours only and escalate all major issues promptly to the Supervisor.
Provide overall pastoral care and oversee development of individual students.
Grade students’ tests and examinations.
Monitor and report on an ongoing basis individual student progress and accomplishments Establish and maintain contact with parents/guardians as necessary to provide feedback on performance and ensure responsiveness to individual students needs.
Contribute to maintaining good teaming and collaborative environment in Zarumai Model School.
Education
Masters - Managerial Psychology
University Of Ibadan
2010
Masters - Public Administration
Obafemi Awolowo University
2009
B.A - Classical Studies
University of Ibadan, Nigeria
2004
Skills
Competent user of Windows XP, The Microsoft Office Suite applications such as Microsoft Word, Excel and other specialist systems
Ability to learn independently,
Excellent interpersonal skills and communication skills
Excellent oral / written presentation skills
Certification
P- account/Siebel/BSCS Software Applications Training
Customer relationship management specialist at Al Hamra Real Estate developmentCustomer relationship management specialist at Al Hamra Real Estate development