Microsoft Excel
OGHENEGOMA IRIFERIGOMA
Administrative Officer
Lagos,Victoria
Summary
A highly organized and hard-working individual looking for a responsible position to gain practical experience. Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Bringing 2 year background maintaining customer satisfaction and contributing to company success. Proficient in Microsoft Office tools.
Overview
1
1
Certification
18
18
years of post-secondary education
3
3
years of professional experience
Work History
Administrative Officer
LAGOS RESOURCE CENTRE
Victoria Island, Lagos
10.2020 - Current
- Codified office structures and processes to promote teamwork and performance.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Oversaw office inventory activities, including ordering and requisitions and stocking.
- Supervised and guided new employees on their various tasks and responded quickly to questions, which improved understanding of job responsibilities.
- Maintained accurate, current and compliant financial records by monitoring and addressing variances.
Quality Assessor
OUTCESS SOLUTIONS NIGERIA LIMITED
75, Opebi Road, Ikeja, Lagos
07.2019 - 09.2020
- Use tools like call monitoring and audio recording software to evaluate Customer Service Representatives’ performance metrics and assist upper management with discovering weaknesses and rewarding strengths in Customer service.
- Carry out regular reviews on the Call Centre Operations and ensure standards are not dropped.
- Study and identify areas of deficiency and training needs for agents from QA assessments and abandoned calls.
- Monitoring of E-mail communications, including customer expectations and their biggest complaints about email correspondence.
- Develop elements of an email monitoring policy, monitoring approaches, and the most common writing mistakes to address with agents handling written communications.
- Daily Communication with agents: Feedback dispersion, issue resolution and floor supports to Main agents and New hires.
- Documented findings and produced reports to aide management in assessing and correcting quality concerns.
Customer Service Representative
OUTCESS SOLUTIONS NIGERIA LIMITED
75, Jeremiah Ugwu Street, Lekki Phase 1, Lagos.
08.2018 - 07.2019
- Functioned as customer service representative to Multichoice Subscribers.
- Educated its customers on goods and services through telemarketing and cross selling.
- Manage daily customer requests, complaints and enquiries during contact, ensuring issues are appropriately, accurately and promptly escalated for further resolution.
- Follow through on commitments made to customers in course of selling and meet monthly tele sales quality targets.
- Boosted sales revenue by skillfully promoting diverse methods of cross-selling.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed 200 customers per day with a daily target of 120 successful calls.
Teacher
NATIONAL YOUTH SERVICE CORPS
Mopamuro LGA, Mopamuro, Kogi
01.2017 - 12.2017
- Reviewed curriculum and devised alternate approaches to presenting lessons to increase student understanding.
- Evaluated and revised lesson plans and course content to facilitate and moderate classroom discussions and student centered learning.
- Fostered team collaboration between students through group projects for Computer Studies, Graphic designing, English language and Literature-in-English.
- Graded and evaluated student assignments, papers and course work.
Education
Bachelor of Arts - Theatre Arts
Delta State University
Abraka, Delta. 01.2012 - 07.2016
High School Leaving Certificate -
Command Day Secondary School
Ikeja Cantonment, Ikeja, Lagos 09.2004 - 09.2010
Nursery And Primary Education
Command Children's School
Bonny Cantonment, Victoria Island, Lagos 08.1997 - 08.2004
Skills
Effective Communication skillsTime Management skillsAdobe PhotoshopCommunication skillsCorel draw
Customer Service
Graphics designTeam leaderMicrosoft OfficeSalesMoney handling abilities
Administrative support
Software
Certification
Desktop Publishing, Digibase Computer Institute
Timeline
Administrative Officer
LAGOS RESOURCE CENTRE
10.2020 - Current
Quality Assessor
OUTCESS SOLUTIONS NIGERIA LIMITED
07.2019 - 09.2020
Customer Service Representative
OUTCESS SOLUTIONS NIGERIA LIMITED
08.2018 - 07.2019
Teacher
NATIONAL YOUTH SERVICE CORPS
01.2017 - 12.2017
Bachelor of Arts - Theatre Arts
Delta State University
01.2012 - 07.2016
Desktop Publishing, Digibase Computer Institute
10-2010
High School Leaving Certificate -
Command Day Secondary School
09.2004 - 09.2010
Nursery And Primary Education
Command Children's School
08.1997 - 08.2004