Cynthia Patrick Ikart

Experience

• 

  Studio24 Nigeria

  Feb 2019 - Aug 2019

  Customer Service Officer

  ● Responded to incoming inquiries through multiple channels, including phone calls, emails, and social media platforms. Address customer concerns, provide accurate information, and offer appropriate solutions or recommendations.● Investigated and resolve customer complaints, issues, or requests in a timely and effective manner.● Proactively engaged with clients to understand their needs, collect feedback, and identify opportunities for improvement in the company's products or services.● Maintained accurate records of customer interactions, inquiries, and resolutions. Communicate effectively with customers, colleagues, and management, both verbally and in writing.● Collaborated with cross-functional teams, including sales, marketing, production, and technical departments, to ensure seamless customer experiences and address customer requirements.● Answer calls professionally to provide information about products and services.● Process orders, forms, and applications.● Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments as well as actions taken.● Refer unresolved customer grievances or special requests to designated departments for further investigation Show less

• 

  KEL TECHNOLOGIES

  Aug 2019 - Jul 2023

  ● Plan, Coordinate and manage employees of the Customer Service, Business Development and Graphics Units to ensure the “on-time” and “on-budget” successful completion of tasks● Support and uphold compliance to all safety policies of the organization to ensure a safe work environment.● Communicate Management policies to the various Unit Heads and Management● Provide strategic business advice and support across internal departments● Oversee and manage daily administrative and operational functions, ensuring smooth and efficient operations● Develop and implement effective administrative policies, procedures, and systems to optimize productivity and streamline operations● Coordinate and supervise a team of 35 administrative staff, providing leadership, guidance, and support to achieve departmental objectives● Conduct regular performance evaluations and provide constructive feedback, to enhance employee performance and development.● Develop and maintain relationships with vendors, suppliers, and service providers, negotiating contracts and managing vendor performance● Implement and maintain effective record-keeping systems, ensuring accuracy and compliance with regulatory requirements● Identify areas for process improvement and implement strategies to enhance operational efficiency and effectiveness● Collaborate with cross-functional teams to plan and execute projects, ensuring timely completion and meeting project goals● Prepare reports, presentations, and other documentation to communicate operational performance, project updates, and key metrics to senior management● Handle escalated customer inquiries and complaints, resolving issues promptly and ensuring high levels of customer satisfaction● Stayed abreast of industry trends, best practices, and regulatory changes, implementing necessary adjustments to maintain compliance. Show less ● Handled complex complaints, provided appropriate solutions and alternatives within time limit, and follow up to ensure resolution● Worked with the Management team to meet sales targets● Make use of ERP software (QuickBooks) to properly take orders of customers. ● Recommend potential products and services to management by collecting customer information● Oversaw and managed a team of 3 customer service representatives, providing guidance, training, and performance evaluations to ensure exceptional service delivery● Developed and implemented customer service strategies, policies, and procedures to enhance customer satisfaction and optimize efficiency● Monitored and analyzed customer service activities, such as response times, resolution rates, and customer feedback, to identify areas for improvement and drive operational excellence● Implemented quality assurance processes to maintain service standards and solve customer concerns or escalations promptly● Collaborated with cross-functional teams, including sales, marketing, and operations, to align customer service initiatives with business objectives and drive revenue growth● Conducted regular team meetings and training sessions to update staff on new products, services, and customer service techniques● Utilized CRM software to track customer interactions, resolve issues, and maintain accurate customer records● Managed customer inquiries, complaints, and escalations, ensuring prompt and satisfactory resolutions● Developed and maintained strong relationships with key clients, handling their specific needs and addressing any concerns promptly● Prepared and presented reports on customer service performance, trends, and recommendations to senior management. Show less ● Responded to incoming inquiries through multiple channels, including phone calls, emails, and social media platforms. Address customer concerns, provide accurate information, and offer appropriate solutions or recommendations.● Investigated and resolve customer complaints, issues, or requests in a timely and effective manner.● Proactively engaged with clients to understand their needs, collect feedback, and identify opportunities for improvement in the company's products or services.● Maintained accurate records of customer interactions, inquiries, and resolutions. Communicate effectively with customers, colleagues, and management, both verbally and in writing.● Collaborated with cross-functional teams, including sales, marketing, production, and technical departments, to ensure seamless customer experiences and address customer requirements.● Answer calls professionally to provide information about products and services.● Process orders, forms, and applications.● Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments as well as actions taken.● Refer unresolved customer grievances or special requests to designated departments for further investigation Show less

  • Operations Manager

    Aug 2019 - Jul 2023

  • Customer Service Manager

    Aug 2019 - Jul 2021

  • Customer Service Executive

    Aug 2019 - Jun 2020
• 

  IHS Towers

  Jan 2024 - now

  Analyst

  • Initiate IT purchase requisition (PR) for generation of purchase order (PO) Group wide • Monitor budget while raising purchase requisitions to ensure proposed spends by IT Teams are within planned budget with appropriate approvals• Verification, submission and receipting of vendor invoices for timely processing then payment • Source and collate needed input data for preparation and compilation of yearly budget • Maintain budget repository (entity and group) for appropriate versioning and control • Maintain IT Spend Tracker to and provide dashboard report for performance analysis• Work closely with the internal stakeholder teams to prepare plus consolidate all budget requests, business cases and justification for IT initiatives• Provide input data and first level analysis for Entity and Group financial performance in ensuring weekly as well as monthly dashboard reporting • Provide accurate reports such as trends and summaries across all financial matters including variance analysis, accruals and other ad-hoc analysis as may be required• Provide appropriate support to the IT Vendor Management Team on invoice related matters for timely information and resolution where required • Provide appropriate inputs into IT vendor catalogue and repository • Collaborate with IT units and capabilities to track all contracts and licenses due for timely renewal to ensure no outage or disruption due to expiration • Provide inputs for development of Team’s policies, processes, and procedures Show less