Masha, Surulere, Lagos, Nigeria | +2348034924492 | [email protected]

PROFESSIONAL SUMMARY

Business-savvy professional and Human Resource Practitioner with 13 years of professional experience in leading organizational development and workplace productivity through effective employee engagement and training and development. Skilled at overseeing recruitment and selection process thereby hiring the best talent. Adept at handling administrative functions and ensuring workplace productivity. Generated revenue through active product sales and marketing. Effectively managed customer expectations, ensured prompt customer issue resolution, and drove exceptional service delivery. Established and maintained healthy stakeholder relationship. Focused on driving business growth and expansion.

AREAS OF EXPERTISE

• Strategic Human Resource Management
• Administrative Management
• Client Relationship Management
• Office Supply Management
• Employee Relations and Communication
• Strategic Planning and Innovation
• Strategic Sales and Marketing
• Correspondence Management
• Stakeholder Management
• Emotional Intelligence
• Complex Problem-Solving Skills
• Interpersonal Communication Skills
Computer Skills: Microsoft Excel, CRS tools, and CRM

Key Achievements

• Trained over 25 new customer service representatives who were assigned to me and then deployed to other branches.
• Developed a training plan and curriculum on customer service which grew the effectiveness of customer service.
• Promptly resolved customer complaints while identifying problems and implementing corrective actions with no negative feedback from affected customers.
• Streamlined customer service workflow which resulted in efficient and timely response.
PROFESSIONAL EXPERIENCE

Customer Service Team Lead                                                                                         October 2007 – Date

Zenith Bank PLC ​​​​​​​​           Lagos, Nigeria

• Hiring and training new customer service representatives.
• Creating effective customer service procedures, policies, and standards.
• Cross-selling and upselling the bank’s products and services.
• Ensuring office is stocked with necessary supplies and all equipment is working and properly maintained.
• Developing and tracking key metrics which measure customer experience, and recommending best practices that ensure impressive customer experience.
• Collecting, organizing, and storing information using computers and filing systems.
• Developing, reviewing, and improving administrative systems, policies, and procedures.
• Driving exceptional service delivery and managing the team responsible for key accounts satisfaction and growth.
• Monitoring employee relations and recommending best practices for effective employee engagement to Head of Operations.
• Facilitating employee relations courses for employees, top management and contract staff.
• Establishing and maintaining a healthy relationship with internal and external stakeholders.
• Ensuring customer issues and complaints are resolvedemployees of the branch and other banking matters.
Radio Presenter – Corpers’ Forum (NYSC)                                                   September 2006 – August 2007

Kano State Radio Corporation​​​​​​​           Kano, Nigeria

• Co-presented a radio program, Corpers’ Forum on the radio stations every Wednesday at 11am.
• Generated ideas for stories and features and following leads from news agencies.
• Wrote scripts for bulletins, headlines and reports.
• Prepared and presented material on air for both pre-recorded and live pieces.
EDUCATION

PHRi, HR Certification Institute(HRCI)​​​​​​        November 2018

Diploma in Human Resources, Alison Courses, Galway, Ireland​​                           January 2015

Bachelor of Arts in Mass Communication, Babcock University, Ilishan Remo, Ogun​    June 2006

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