Thelma Eze
Plot 114 Apo Cadastral Zone Gudu District Abuja
Summary
1.Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
2.Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
3. Goal-oriented Customer Service Manager with six years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service.
4. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
8
8
years of professional experience
Work History
Customer Service Manager
BlueAfric Media
01.2017 - 01.2023
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Prepare appropriate responses to complaints received and manage sensitive and escalate customer complaints ensuring senior managers are briefed where appropriate.
- Take ownership of customers issues and follow problems through to resolution.
- Keep accurate records and document customer service actions and discussions.
- Achieve qualitative and quantitative targets.
- Hold daily stand ups with my team.
- Ensure that myself and the customer service team members provide excellent, courteous and professional customer service when interacting with customer.
- Generated customer satisfaction surveys to analyze results into action plans.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
Administrative Officer
National Agency for Food and Drug Administration (NAFDAC)
05.2015 - 04.2016
- Developed strategies to streamline and improve office procedures.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Updated reports, managed accounts, and generated reports for company database.
- Managed files and records for clients and adhered to safety procedure to prevent breaches and data misuse.
- Delivered performance reviews, recommending additional training or advancements.
- Drafted correspondence and other documents for CEO and department heads.
- Negotiated contracts with vendors and suppliers for office supplies, equipment and service.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
Education
Master of Science - Data Science
University of East London
East London01.2024
Bachelor of Science - Industrial Chemistry
Ebonyi State University Abakaliki
Abakaliki, Nigeria08.2014
Skills
- MS Office Enterprise
- Customer Experience Management
- Collaborative Environments
- Plan Projects
- Work Prioritization
- Administration and Reporting
- Time Management
- Superior Computer Skills
- Job Assignments
- Correcting Discrepancies
- Verbal and Written Communication
- Coaching and Training
- Strategic Business Initiatives
- Exceptional Telephone Etiquette
Timeline
Customer Service Manager
BlueAfric Media
01.2017 - 01.2023
Administrative Officer
National Agency for Food and Drug Administration (NAFDAC)
05.2015 - 04.2016
Master of Science - Data Science
University of East London
Bachelor of Science - Industrial Chemistry
Ebonyi State University Abakaliki
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