Edeghonghon Ogbeide
London,ON
Summary
Experienced Policy Analyst and Team Lead with over 2 years of global expertise in world politics, Legislation, public policy development, policy analysis and project management. I have successfully contributed to policy analysis, development, and implementation, leading projects that improved policy adherence by 15% and streamlined policy review processes by 10%. Proficient with national and municipal codes and Canadian legal and politics regulations. I excel at conducting in-depth research, drafting comprehensive policies, and ensuring compliance reinforcing my commitment to an organization's values and goals.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Bill Gosling Outsourcing
2024.05 - Current
- Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume
- Grew existing customer accounts by 29% through exceptional customer service and effective sales techniques
- Actively maintained and updated customer accounts in Hub and Support
- Quickly triaged incoming calls, and escalated calls when necessary, reducing the average time to resolution by 19%
- Promptly handled an average of 80 customer inquiries and complaints per day with a 96% customer satisfaction rate
- Maintained a knowledge base of the evolving product offerings, and improved customer retention by 9% by proactively recommending new products to existing customers.
- Processed payment through Spectrum in accordance to company due process and compliance.
- Documented customer interactions to reduce on-boarding time by 15% when new customer service representatives interact with customers
Policy Advisor
Senos Collection
2022.04 - 2023.06
- Developed and implemented policy initiatives on behalf of a state government agency.
- Prepared detailed reports and presentations for senior management, highlighting key policy issues and recommending actionable steps.
- Established partnerships with more than 10 key stakeholders, achieving a 90% success rate in policy implementation.
- Conducted extensive research and analysis on a variety of policy issues.
- Spearheaded 3 policy initiatives, leading to enhanced state-level compliance and regulation improvements.
- Conducted research and analysis on 12 critical policy issues, providing data-driven insights that informed high-level government strategies.
Education
PGCert - Project Management
Fanshawe College
London, Canada04.2024
B.Sc - Political Science and Public Administration
Edo State University Uzairue
Uzairue, Nigeria08.2022
Skills
- Project Management, Team Player, Fast Adaptation to new environment, Project Quality and Risk Management
- Excellent verbal and written communication skills.
- Excellent organization and multitasking abilities.
- Experienced in using applications like Slack, Support, HUB, Zendesk, Spectrum
- Policy Analysis and Research, Stakeholder Management, Legislative Knowledge, Drafting and Documentation Management.
- Microsoft Office Suite, Microsoft Project for Scheduling, and Internet Applications.
Certifications
- Associate Member, Project Management Institute (PMI)
- Certified Associate in Project Management, CAPM
- Agile Project Management, Udemy
- CPR & First Aid Training Certificate
- Workers' Health and Safety Awareness
Timeline
Customer Service Representative
Bill Gosling Outsourcing
2024.05 - Current
Policy Advisor
Senos Collection
2022.04 - 2023.06
PGCert - Project Management
Fanshawe College
B.Sc - Political Science and Public Administration
Edo State University Uzairue
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