Elizabeth Achor

• Establish work priorities and procedures in accordance to the prescribed standards to guarantee smooth functioning of other departments at all times
• Prepare an analysis of staff attendance using data from the clock-in machine for use by accounts payroll as part of data for salary scheduling
• Assign and activate new employee identification cards and assign duties to support staff for effective workflow
• Manage inventory for office supplies through scheduled stock checks to determine inventory level and placing new orders to maintain stock level
• Coordinate and oversee company administrative procedures to support other departments

Main Achievements:

Solely handle all administrative tasks for the entire

organisation efficiently with zero complaints

• Cover for Administrative Manager one month on the job owing to hard work and fast learning.

• Managed administrative and customer service aspects of all exam products (Cambridge, ACCA, IELTS) to register, collect and process payments, and keep candidates informed about examination schedule
• Daily reconciled an average of 250 financial transactions from exam candidates to accounts and accurately posted each transaction on SAP financial application
• Courteously and timely managed complaints and queries concerning company products and services to approximately 300 customers daily via face-to-face contact, telephone and e-mail
• Reviewed, organised and distributed incoming and outgoing mails and couriers accordingly in order to circulate communication both internally and externally
• Led training sessions for support staff to impart knowledge on excellent customer service delivery
• Main Achievements: 98% accuracy in capturing financial transactions on the Enterprise Resource Planning software (SAP)
• Conflict resolution among customers by introducing a tally system, ensuring 100% orderliness in service delivery
• 90% increase in customer satisfaction and a reduction in customer complaints gathered from feedback on customer insight survey.

• Managed switchboard with various incoming call channels; effectively receiving and routing an average of 500 calls daily concerning customers’ inquiries, requests and complaints
• Responsible for the introduction and sale of new and existing products by building customers’ interest in the products and services offered by the company through successful business to customer relationship management
• Coached and supported team members to improve individual performance, leading to increased number of Team sales
• Identified new business opportunities by developing rapport with customers in line with insurance regulatory bodies
• Took responsibility for personal development by completing any training needed to build proficiency in the role

Main Achievements:

Consistently met KPIs and sales target set on the job

• Progressed to a Team Leader position within two years as a result of exceptional sales performance
• Frequently achieved 100% customer service evaluation score and commendation for excellent customer service.