Experience

• 

  Mtn nigeria

  Nov 2014 - Feb 2015

  Call agent

  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.• Adhered to company policies and scripts to consistently achieve call-time and quality standards.• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.• Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.• Maintained and managed customer files and databases.• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.• Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.• Reached out to customers after completed sales to suggest additional service or product purchases.• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.• Maintained user account data by initiating account access and establishing in database.• Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.• Promoted available products and services to customers during service, account management and order calls.• Assisted customers by answering questions and responding to inquiries.• Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.• Resolved concerns with products or services to help with retention and drive sales.• Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.• Responded to customer requests for products, services and company information. Show less

• 

  Simba group

  Mar 2015 - now

  • Analyzed large data sets to detect behavioral and operational patterns with potential to negatively impact productivity.• Promoted data governance and stewardship through collaboration with human resources subject matter experts.• Served as domain expert for human capital analytics and related activities.• Created standardized benchmarks and surveys to monitor overall human resource continuity and health.• Developed specific workforce target metrics to align employee base with specific business needs.• Applied data analysis to tasks, identifying business challenges and designing potential operational enhancements.• Designed quality assurance parameters for human resource data sets, reports and metrics.• Supported human resources department in areas such as people metrics, reporting, finance and analytics.• Analyzed existing systems and databases and recommended enhancements to solve business needs• Served as resource steward for HR leadership, overseeing factors such as budgets and billing. Show less • Identified HR training needs and conducted training for employees and leadership while recommending approaches to effect continual improvements in business objectives, productivity and within company to reach business goals.• Investigated and liaised with legal department to respond to complaints of harassment, discrimination, employee grievances and other sensitive issues.• Collaborated with legal and compliance teams to review paperwork, obtain feedback and procure available information for new training processes.• Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.• Liaised between multiple business divisions to improve communications.• Advised executives on best practices for employee growth and productivity goals, consistently helping companies improve retention.• Maintained confidential nature of employee and company proprietary and privileged information used or observed in course of performing job duties.• Integrated talent management process to include detailed analysis of potential talent gaps and development of career plans to identify and retain current talent and attract outside talent to business.• Promoted and enabled necessary changes to align operations with strategic plans.• Managed full cycle of recruiting, hiring and onboarding new employees.• Conducted exit interviews with employees leaving company to gauge areas of success and opportunities for improvement.• Resolved understaffing issues, disputes, employee terminations and disciplinary procedures.• Engaged employees and conducted exit interviews to gain complete sense of satisfaction and areas in need of improvement.• Facilitated communication and coordination between employees and management to keep parties informed.• Coordinated activities of human resources team, distributing resources and personnel effectively across organization to meet HR needs. Show less • Standardized office structures and processes to promote collaboration and increased performance.• Executed record filing system to improve document organization and management.• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.• Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.• Processing of Conveyance/Incentives/Sales Commission• Vetting of Retirement Vouchers• Fund Request Processing• Performance Review-Sales Executives Show less

  • HRIS & Performance Manager

    Dec 2021 - now

  • HR Business Partner-Power Products Division

    Feb 2019 - Dec 2021

  • HR/Admin Officer

    Mar 2015 - Feb 2019