PATIENCE OLAFISOYE
Port Harcourt, Rivers State
Summary
Proven HR Administrator and Customer Care expert from Global Fleets, adept in CRM systems and fostering robust customer relations. Streamlined HR processes at GLOBAL FLEETS OIL & GAS, enhancing workforce efficiency. Excelled in complaint resolution and inter-department collaboration, significantly improving customer satisfaction and retention.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Care Representative
MTN Communications
Lagos, Nigeria
01.2015 - 12.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Utilized CRM systems to accurately track customer interactions and update account information.
HR Administrator
PENIEL AND SAMUEL LIMITED
Lagos, Nigeria
01.2014 - 12.2015
- Updated HR database with new employee information, changes in benefits, and other details.
- Ensured accurate record-keeping by conducting regular audits of personnel files and HR databases.
- Reduced time spent on administrative tasks by automating key processes.
- Assisted employees with benefits enrollment, ensuring accuracy of information and timely processing of forms.
- Served as a knowledgeable resource for all staff members regarding company policies, procedures, benefits, and other HR-related matters.
- Partnered with department managers to identify staffing needs and develop effective recruiting strategies.
- Handled on-boarding process for newly hired employees, which included distribution of all paperwork.
- Maintained up-to-date knowledge of HR best practices, applying this expertise when advising managers on employee matters.
- Prepared new hire letters, employee contracts, and corporate policies.
Customer Relationship Officer
Leadway Pensure Pfa
Port Harcourt, Rivers State, Nigeria
03.2016 - Current
- Managed customer relations on ongoing basis to maximize customer retention.
- Developed targeted marketing campaigns for specific customer segments, increasing engagement rates among clients.
- Reduced call center wait times by efficiently managing incoming requests and delegating tasks effectively.
- Improved customer satisfaction by addressing and resolving their concerns in a timely manner.
- Increased customer loyalty through the development of personalized relationships with clients.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Made customers aware of current and new updates in the pension industry through Sessions and clinics
- Logged call information and solutions provided into internal database.
- Devised creative solutions addressing unique challenges faced by individual customers, ultimately boosting overall satisfaction scores.
- Made customers aware of current and new programs and services.
Human Resources Administrator
GLOBAL FLEETS OIL & GAS(LUBRICANTS DEPT)
Lagos, Nigeria
01.2009 - 09.2013
- Managed employee data and privacy to keep employee data confidential per organizational privacy policies.
- Managed payroll and timekeeping to track hours and accurately pay employees.
- Handled on-boarding process for newly hired employees, which included distribution of all paperwork.
- Maintained accurate employee records through diligent documentation of personal information, job history, performance evaluations, and other relevant data.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
- Oversaw hiring, staffing, and labor law compliance.
- Prepared new hire letters, employee contracts, and corporate policies.
- Conducted thorough exit interviews with departing employees to gather feedback on company culture and identify areas for improvement.
- Updated HR database with new employee information, changes in benefits, and other details.
- Ensured legal compliance in all HR practices by staying current with relevant employment laws and regulations, as well as conducting regular policy reviews.
- Collaborated with management to identify staffing needs and develop workforce planning strategies, resulting in optimized personnel resources allocation.
- Monitored labor laws and regulations compliance to protect employers from litigations and employees from discrimination and harassment.
- Established strong relationships with external partners including recruiters, educational institutions, and industry associations to expand organizational reach in talent acquisition efforts.
Education
Master of Science - INTERNATIONAL HUMAN RESOURCES MANAGEMENT(IN VIEW)
ROME BUSINESS SCHOOL
ROME,ITALY10-2025
Bachelor of Science - BACHELOR OF SCIENCE
DELTA STATE UNIVERSITY
ABRAKA,DELTA STATE09-2006
Skills
- Customer relations
- Patience and resilience
- Account management
- Account updates
- Proficient in [software]
- Schedule management
- Inter-department collaboration
- Up-selling techniques
- Research and due diligence
- Teamwork and collaboration
- Strong interpersonal skills
- Customer relationship management (CRM)
- Understanding customer needs
- Receiving support
- Brand representation
- Order fulfillment
- Customer retention strategies
- Complaint resolution
Certification
Post Graduate Diploma in Management(NIM 2012)
Business Leadership Development Program(Rome business School(2024)
DoviLearn E-Learning Africa
Corporate Presentation Skills: Masterclass online course(3rd February 2023)
Customer Retention Strategies(12th March 2023)
Customer Service Training(5th August 2022)
Timeline
Customer Relationship Officer
Leadway Pensure Pfa
03.2016 - Current
Customer Care Representative
MTN Communications
01.2015 - 12.2015
HR Administrator
PENIEL AND SAMUEL LIMITED
01.2014 - 12.2015
Human Resources Administrator
GLOBAL FLEETS OIL & GAS(LUBRICANTS DEPT)
01.2009 - 09.2013
Master of Science - INTERNATIONAL HUMAN RESOURCES MANAGEMENT(IN VIEW)
ROME BUSINESS SCHOOL
Bachelor of Science - BACHELOR OF SCIENCE
DELTA STATE UNIVERSITY