Adaobi Nwokocha
Edmonton
Summary
Dedicated and motivated individual with a strong academic background in Human Resources seeking an opportunity to apply theoretical knowledge and develop practical skills as a Human Resource Manager. Possess excellent communication, problem-solving, and organizational abilities, along with a passion for fostering positive workplace environments. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
15
15
years of professional experience
Work History
Support Worker
The Salvation Army Kate Booth House
07.2023 - 04.2024
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Helped clients manage and reach individual goals, supporting independent progression and social skills.
- Enhanced the quality of care for clients by providing personalized support and assistance with daily living activities.
- Transported clients to appointments, shopping venues and entertainment events according to determined schedule.
- Developed strong rapport with clients by consistently demonstrating respect, understanding, and genuine concern for their wellbeing.
Customer Experience Coordinator
Fidelity Bank Plc
10.2015 - 01.2023
- Trained new team members on company guidelines and best practices for exceptional customer service delivery.
- Introduced personalized follow-up procedures after resolving complaints, increasing positive feedback from customers about their experiences.
- Identified areas of improvement in customer service processes, implementing effective solutions to optimize performance.
- Reduced overall wait times for customers contacting support services by optimizing staff schedules and resource allocation during peak hours.
- Assisted in the development of comprehensive training materials for new hires, promoting a consistent approach to handling customer queries.
- Analyzed customer feedback data to identify trends, improving products and services based on insights gained.
Customer Service Team Leader
Fidelity Bank Plc
01.2011 - 08.2015
- Handled day-to-day customer contact via phones, faxes, and emails.
- Coordinated cross-functional teams to deliver exceptional customer service in a fast-paced environment.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
Customer Service Representative
Fidelity Bank Plc
12.2008 - 12.2010
- Responded to complaints, questions and concerns to promptly resolve customer servicing issues
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
Education
Master of Business Administration (M.B.A.) - Business Administration
University Canada West
Vancouver, British Columbia03.2024
Master of Arts (M.A.) - Human Resource Management
Enugu State University of Technology
01.2014
Bachelor of Science (B.S.) - Sociology
University of Nigeria Nsukka
09.2006
Skills
- Exceptional communication
- Training and coaching
- Teamwork and Collaboration
- Brand representation
- Problem Resolution
- Inbound Call Management
- Customer Relationship Management (CRM)
Languages
English
Timeline
Support Worker
The Salvation Army Kate Booth House
07.2023 - 04.2024
Customer Experience Coordinator
Fidelity Bank Plc
10.2015 - 01.2023
Customer Service Team Leader
Fidelity Bank Plc
01.2011 - 08.2015
Customer Service Representative
Fidelity Bank Plc
12.2008 - 12.2010
Master of Business Administration (M.B.A.) - Business Administration
University Canada West
Master of Arts (M.A.) - Human Resource Management
Enugu State University of Technology
Bachelor of Science (B.S.) - Sociology
University of Nigeria Nsukka
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