Christiana Vann
Toronto,Canada
Summary
Skilled Facilities Manager with background in overseeing building operations and maintenance. Proven track record in improving operational efficiencies, reducing costs, and enhancing the workplace environment for optimal employee performance. Strong leadership skills complemented by ability to implement effective facility management strategies and solutions. Demonstrated success in project management, leading cross-functional teams to meet organizational objectives and maintain compliance with health and safety standards.
Overview
11
11
years of professional experience
Work History
Construction Projects and Facility Manager
Central Bank of Nigeria
09.2015 - 12.2024
- Achieved an overall 80% client's satisfaction rating through prompt and courteous service, earning recognition from management.
- Managed risk by developing and implementing effective risk management strategies.
- Negotiated contracts and agreements with vendors and suppliers to reduce costs.
- Collaborated with cross-functional teams to resolve complex customer issues, escalating cases when necessary and ensuring timely resolution
- Managed approximately 30 incoming calls, emails and letters, claims per day from customers.' closely with organizations and individuals.
- Monitored deadlines and milestones to keep team on track with project schedules.
- Evaluated and solved technical problems affecting project deliverables independently and as a team during working group meetings.
- Closely collaborated with customer service teams to identify, evaluate and quickly address all project challenges from the technical support, sales/marketing and customer service team about inquiries and complaints
- Maintained tactical control of project budgets and timelines to keep teams on-task and achieve schedule targets
- Contributed to the development of customer service training materials and participated in training new team members
- Investigated and corrected or escalated project problems before discussing with the clients.
Customer Service Representative
Teleperformance
Remote, Canada
08.2020 - 05.2023
- Responded to inbound calls both internally and externally with over 30+ calls and 20+ chats daily, with goals including selling plans, managed customers' accounts, responded to service queries and cancelling of accounts
- Created engaging and efficient customer experiences primarily discussing the details of the benefits products/services plans and the status of their accounts thereby creating a quick solution to their problems
- Represented the organization in different town sales meetings and training
- Effectively used company CRM tool (Connector) to register, manage, and update customer's accounts
- Conducted analysis on application, Member account, and escalated transactional data to develop and improve fraud detection and mitigation tactics while balancing the impact to business operations
- Contributed to an 18% sale and marketing increase in the month of November by improving sales tracking records
- Employed different effective troubleshooting methods to assist customer with their issues in a timely fashion
- Handled incoming calls from policyholders, responding to inquiries, resolving problems and correcting errors
- Became the lead 'go-to' person for new reps and particularly challenging calls as one of the company's reliable supervisors
- Assisted customers with troubleshooting, pricing information, availability of sales, technical specifications, and orders
- Promoted, marketed and negotiated our products and services sales for new and existing customers
- Helped company attain the highest customer service ratings (as determined by external auditors)-earned high marks in all categories including communication skills, listening skills, problem resolution and politeness
- Processed credit/debit memos accurately in SAP after ascertaining compliance with policy
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Customer Service Representative
Capita, Debenhams
Leeds, United Kingdom
09.2013 - 08.2014
- Managed approximately 50 incoming calls, complaints with outside parties to resolve discrepancies and create effective solutions
- Boosted sales revenue by skillfully promoting diverse Debenhams products and services options
- Implemented proactive measures to reduce customer complaints by 18% through improved communication and issue resolution strategies
- Answered customer telephone calls promptly to avoid on-hold wait times
- Assisted customers with troubleshooting technical issues, providing step-by-step instructions, and coordinating with technical support teams
- Utilized CRM software to document customer interactions, update case statuses, and track recurring issues for process improvement
- Conducted post-interaction follow-ups to ensure customer satisfaction and gather feedback for service enhancement
- Responded to customer requests for products, services and company information
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
Education
Ph.D. - Civil Engineering
University of Toronto
Toronto, ON11-2026
Master of Science - Procurement And Supply Chain Management
Nasarawa State University
09-2021
Associate of Arts - Public Administration
Nigerian Open University
03-2021
Master of Science - International Construction Engineering And Mgt
University of Leeds
United Kingdom11-2013
Bachelor of Science - Architectural And Building Sciences
Ahmadu Bello University
02-2010
Skills
- Supplier contracts management
- Planning and scheduling
- Cost reduction strategies
- Budget planning and development
- Service planning and scheduling
- Operational efficiency and safety
- Leadership and supervision
- Equipment installations and maintenance
- Facility management principles
Timeline
Customer Service Representative
Teleperformance
08.2020 - 05.2023
Construction Projects and Facility Manager
Central Bank of Nigeria
09.2015 - 12.2024
Customer Service Representative
Capita, Debenhams
09.2013 - 08.2014
Ph.D. - Civil Engineering
University of Toronto
Master of Science - Procurement And Supply Chain Management
Nasarawa State University
Associate of Arts - Public Administration
Nigerian Open University
Master of Science - International Construction Engineering And Mgt
University of Leeds
Bachelor of Science - Architectural And Building Sciences
Ahmadu Bello University
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