CV NwosuGift

NWOSU GIFT
Mushin, Lagos.
[email protected] 08120419804 linkedin.com/in/gift-nwosu-962a67225
As a dedicated Employee & Engagement Officer, I bring extensive customer service experience, adeptly handling
complaints and conflicts. Known for adaptability and quick learning, I excel in diverse environments. My strength lies in
nurturing client relationships across industries, demonstrating expertise in client services, account management, and
strategic relationship-building. Committed to driving engagement and satisfaction, I consistently deliver exceptional
results, benefiting both clients and stakeholders..
Soft Skills Tool and Technologies

Communication skills Active listening MS Office Suites
Problem solving and conflict resolution Openness to feedback
Relationship building Emotional Intelligence
Client Support/Customer Service Confidentiality
Customer Relationship Management
PROFESSIONAL EXPERIENCE
JUMIA NIGERIA March 2022 - December 2023
Customer Care Officer
As a Customer Service Representative, I adeptly managed inbound complaint calls, ensuring prompt resolution
and high satisfaction rates. I effectively coordinated order dispatch and prioritized transit issues, contributing to
improved operational efficiency. Additionally, I provided timely updates to field units and customers, enhancing
communication and service quality.
Accomplishments:
Handled an average of 50 inbound customer complaint calls daily, ensuring prompt resolution and maintaining a
satisfaction rate of 90%.
Logged and updated call data accurately in software programs, maintaining a 99% accuracy rate.
Proactively addressed customer issues, resulting in a 20% decrease in escalated complaints.
Managed and dispatched an average of 100 orders per week, maintaining an on-time delivery rate of 95%.
Prioritized transit issues effectively, resulting in a 15% improvement in response time to urgent situations.
Monitored field unit routes and tracked product deliveries, reducing delivery delays by 25% through improved route
optimization.
Coordinated schedules efficiently, resulting in a 30% reduction in idle time for field units.
Provided timely updates to field units and customers, resulting in a 95% satisfaction rate with communication.
Generated weekly management reports on operational performance, highlighting key metrics and areas for
improvement.
Access Bank
Customer Care Officer February 2021- February 2022
Responded to an average of 50 customer complaints and inquiries daily, achieving a 95% resolution rate within 24
hours.
Opened and processed customer accounts with an accuracy rate of 98%, ensuring all account information was
recorded promptly and correctly.
Managed financial accounts, processing an average of 30 customer adjustments weekly with a 100% accuracy rate.
Logged cases on CRM dynamics and followed up on cases, maintaining a 90% completion rate within 48 hours.
Developed strong rapport with customers, resulting in a 20% increase in customer satisfaction scores over six
months.
Assisted in upgrading accounts and profiles for 15 customers weekly, contributing to a 25% increase in premium
account subscriptions.
Maintained strict confidentiality, adhering to company policies and ensuring no customer details or information were
disclosed to unauthorized parties.
Community Grammar School, Tewure, Oyo March 2020- February 2021
English/Literature Teacher
Accomplishments:
Planned, prepared, and delivered lessons to students in accordance with curriculum guidelines.
Prepared teaching materials to support lesson plans and enhance learning experiences.
Assisted students in improving their listening, speaking, reading, and writing skills through targeted instruction
and activities.
Checked and assessed student work to monitor progress and provide feedback for improvement.
Observed and evaluated student performance to identify areas for growth and development.
Utilized various curriculum resources to create engaging and effective learning environments.
Assigned contemporary and classic novels to students to promote literacy and critical thinking skills.
Graded student papers and performed other administrative duties as required to support classroom
operations.
EDUCATION
University of Lagos
B.A. Linguistics. July 2019
PROFESSIONAL TRAININGS
Jobberman
May 2023
Jobberman Soft Skills Training Certification
References are available on request.

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CV NwosuGift

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NWOSU GIFT

[email protected] 08120419804 linkedin.com/in/gift-nwosu-962a67225

Soft Skills Tool and Technologies

References are available on request.

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