Umeadi Omo
Human Resources
Lagos
Summary
Accomplished Human Resources Administrator with 5 years of experience in benefits administration, employee relations and corporate policy development. Well-versed in creating reports, managing talent and driving recruitment of top-notch employees.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work History
Head of Human Resources Administration
Ronchess Group
Lagos
09.2019 - Current
- Oversaw hiring, staffing, and labor law compliance.
- Handled on-boarding process for newly hired employees, which included distribution of all paperwork.
- Prepared new hire letters, employee contracts, and corporate policies.
- Updated HR database with new employee information, changes in benefits, and other details.
- Provide leadership with diversity, equity, and inclusion, organizational culture and values that attract, retain, and motivate quality people and leaders.
- Manage more than 500 people workforce across regions in Nigeria to provide, plan, implement, and evaluate employee relations against Human Resources policies, programs, and practices.
- Develop policies and welfare schemes to enable conducive quality of work life.
- Source for the right talents using the best head hunters in the HR space and various other recruitment medium to fit and align with business goals.
- Developing world-class performance management system which has helped the business reward and recognize outstanding employees.
- Working with the Finance team and any other stakeholder to handle payroll-related inquiries and resolve any issues/errors on time
Human Resources Manager
Ronchess Global Resources Limited
Lagos
09.2018 - 09.2019
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
- Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
- Organized and led staff orientation programs and training to promote collaboration.
- Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
- Structured compensation and benefits according to market conditions and budget demands.
- Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
- Fostered positive work environment through comprehensive employee relations program.
- Reduced process gaps while supervising employees to achieve optimal productivity
- Supervised all travel and hotel arrangements for staff and visitors, including visas and work permits as applicable.
- Evaluated employee training needs and development and made recommendations.
Client Relationship Manager
Wellness Health Management Services Ltd
Lagos
10.2015 - 06.2017
- Addressed and resolved customer complaints and issues to improve satisfaction.
- Retained updated knowledge of market competition and related offerings to generate favor for our benefits offered to our clients
- Exceeded annual revenue goals by 43% through improving client relationships and education.
- Adhered to sales contract agreements and high-quality service delivery by coordinating with the underwriting team and leveraging productive and open client communications.
- Fostered customer trust by addressing concerns and needs using targeted problem-solving.
- Assessed client needs and developed plans to adequately address current and future objectives.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Initiated the use of digital marketing strategies, leading to increased sales by >35%.
- Proposed and coordinated CSR initiatives to deliver healthcare services to vulnerable communities
Market Manager
Alternative Adverts Services Limited
Lagos
07.2013 - 09.2015
- Liaised between senior management and front-line team members to implement effective changes and revitalize market growth.
- Networked in market to build partnerships and connections with prospects.
- Managed team scheduling and coordinated appointments between sales teams and prospects.
- Built brand awareness in local market and increased penetration with proactive strategies
- Educated and sourced for clients through events and seminars. Uploaded clients’ ads on major Nigerian newspaper websites, (Punch, Guardian, complete sports etc.) on yahoo and Goggle SEO (search engine options); and monitored their ads to ensure that they get value for their money.
- Managed their ads to see how many clicks and impressions they are receiving. Proactively conduct ad analysis to ensure performance and optimize goals to help clients achieve their desired business outcome.
- Created and executed SMS and email-based marketing campaigns. End to end execution of marketing projects and campaigns.
Client Relationship Manager
Airtel Nigeria Limited
Lagos
05.2012 - 03.2013
- Addressed and resolved customer complaints and issues to improve satisfaction.
- Monitored corporate customers on post-paid platform, ensure timely bill collection to reduce bad debts. Customers’ visitation for cheque pickups and reconciliation. Prepared bill statement for customers to ensure transparency, collections, and invoice resolution. Personalized calls to customers with overdue invoice and recommended/track payment plan.
- Ensured customers queries are attended to promptly and resolved within the stipulated SLA. Resolved other corporate customers’ related query via email, remedy application and calls. Prompt reconciliation of all corporate customers account and closure on all issues ensuring high customer retention rate.
- Carried-out periodic outbound calls to get the Voice of Customers (VOC) on service delivery. Made suggestions to the business based on customers’ feedback. Periodic corporate customers’ education on products and services.
Call Center Agent
Airtel Nigeria Limited
Lagos
04.2007 - 04.2012
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer account discrepancies and concerns.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Responded to customer calls and emails to answer questions about products and services.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Boosted customer service satisfaction ratings through consistent quality control.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Education
Bachelor of Arts - Philosophy
University of Benin
Edo State, Nigeria 03.1999 - 12.2003
Skills
Payroll administration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Head of Human Resources Administration
Ronchess Group
09.2019 - Current
Human Resources Manager
Ronchess Global Resources Limited
09.2018 - 09.2019
Client Relationship Manager
Wellness Health Management Services Ltd
10.2015 - 06.2017
Market Manager
Alternative Adverts Services Limited
07.2013 - 09.2015
Client Relationship Manager
Airtel Nigeria Limited
05.2012 - 03.2013
Call Center Agent
Airtel Nigeria Limited
04.2007 - 04.2012
Bachelor of Arts - Philosophy
University of Benin
03.1999 - 12.2003
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