Rosemary Mariam Bagana
Lagos
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Well-organized and compassionate with good relationship-building skills
Overview
21
21
years of professional experience
Work History
Regional Head, Business Development & Relationship Manager
Veritas Glanvillls Pensions Ltd.
07.2021 - Current
- Managed 6+ teams and aided them in driving sales and customer satisfaction
- Developed 3+ new strategies that increased penetration into 10 key markets
- Crafted email marketing, such as newsletters, & promotions, using MailChimp
- Built relationships with 20+ new clients by planning approaches and pitches
- Maintained a structure analysis of target markets & clients in the CRM system
- Helped the sales representatives to grow their territory sales by 30% in Q3.
Health Assistant/Care worker Volunteer
SAMAS HOSPITAL
02.2020 - 03.2021
- Assist patients with hygiene and personal care
- Administering medications as prescribed
- Monitoring for side effects and ensuring adherence to medication schedules
- Observing and reporting any changes in symptoms or overall health status and well-being, and immediately report any concerning changes to a supervisor or medical professional
- Providing companionship and emotional support to reduce feelings of isolation and anxiety
- Engaging in activities that promote mental well-being, such as conversation, reading, or light exercise such as going for a walk or playing games
- Manage finances and keep track of scheduling obligations to make sure patients are able to pay bills on time and get to appointments safely
- Help patients make menu plans and shopping lists and provide dependable assistance in completing errands, such as grocery shopping
- Participate in compiling case reviews to effectively plan for a patient’s future, assess current needs and make modifications to current care regimes.
Relationship Management Officer
Sigma Pension Ltd (Access PFA)
08.2011 - 01.2020
- Ensure continuous funding of all RSAs
- Collecting of remittance schedules from employers
- Review partially funded account and convert them to continuous funding
- Manage relationships between the organization and clients
- Engage in data validation and recapturing of RSA holder
- Organise customer forum/interactive sessions
- Resolve all Transition and Contributory Fund(TCF) and rejection schedules
- Identify and train employers interested in using Electronic Pensions Contribution Collecting System(EPCCOS)
- Conversion to E-Statement of funded RSAs without emails
- Delivery of funded RSA statements.
Zonal Supervisor, Customer Care: Lagos Zonal Office
04.2006 - 05.2011
- Co-ordinate all benefit issues and documentations in the western zone
- Computation and negotiation of benefits with retirees
- Proper filling and Compilation of document for pencom submissions/approval
- Maintain registers
- Co-ordinate and Received mail from clients and Batch them to H/O
- Maintain detailed and complete records of customers
- Scrutinizes all documents for accuracy and completeness
- Co-ordinated and supervised all activities of the customer care department
- Manages the MD’s Office: Correspondences, Logistics(for official trips
- Provided general office administration: ensuring smooth and regular running of the office (utilities, facilities, consumables etc.)
Client Service Executive
PRINTMART PRINTING & PACKAGING LTD
Egbeda, Lagos
01.2004 - 08.2005
- Provided market intelligence for present & potential markets for printing services
- Ensured existing accounts are adequately serviced
- Initiated the writing of internal requisitions to the studios for design and printing
- Provided guidance for the preparation and dispatch of quotations to clients
- Provided financial oversight on projects/contracts within budgeted allocations
- Provided prudent and efficient management of invoices and vouchers before dispatch to clients.
Education
MBA - Management
University of Lagos
01.2011
B.Sc. - Political Science and Public Administration
University of Benin
01.2000
S.S.C.E -
Okogbo Mixed Secondary School
01.1996
Skills
- Interpersonal Skills
- Relationship Development
- Cultural Awareness
- Team Collaborator
- Organizational skills
- Time management
- Customer Relationship
- Excellent Communication
- Multi-tasking skill
Proficiency
Microsoft Office Package
References
- Nafisah Buba Mohammed, Certified Coach, 08055190594
- Sheriff Mudi, FedEx Express, 08033050432, s.smudi@yahoo.com
- Dr. MARTINS IHOWA, Medical Director, SAMAS HOSPITAL, Lagos, Lagos, Nigeria, 08055657344
Hobbies and Interests
Reading, learning new things, meeting people, traveling
Training
- Certificate in Health Assistant/Caregiver – St. Glorious Favor Hospital – 2018
- Diploma in Care giving - Alison 2024
- Taking Greater Responsibilities: Becoming a more Effective Supervisor( Phillips consulting) July 2016
- Next Level Customer Service for Optimum Output (Language & Skills Dev. Consulting) Feb. 2013
- Customer Service and Retention Strategy ( Financial Institution Training Centre) Oct. 2008
- Corporate Etiquette & Culture (Poise Nigeria) May 2007
- Superior Customer Service Skills( I-Skill Ltd) May 2007
Timeline
Regional Head, Business Development & Relationship Manager
Veritas Glanvillls Pensions Ltd.
07.2021 - Current
Health Assistant/Care worker Volunteer
SAMAS HOSPITAL
02.2020 - 03.2021
Relationship Management Officer
Sigma Pension Ltd (Access PFA)
08.2011 - 01.2020
Zonal Supervisor, Customer Care: Lagos Zonal Office
04.2006 - 05.2011
Client Service Executive
PRINTMART PRINTING & PACKAGING LTD
01.2004 - 08.2005
MBA - Management
University of Lagos
B.Sc. - Political Science and Public Administration
University of Benin
S.S.C.E -
Okogbo Mixed Secondary School
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