Hope Akpan
Oshawa,Canada
Summary
Dynamic leader and adept data analyst, excelled at Jokharehi Nigeria Limited by elevating customer satisfaction by 20% through strategic team coaching and process optimization. Skilled in Microsoft Excel and effective stakeholder engagement, demonstrating adaptability and a keen compliance awareness in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Personal Support Worker
Community Living Durham North
Port Perry, Canada
12.2023 - Current
- Accurately logged client information and daily activities, ensuring precision for data entry tasks
- Maintained detailed and organized client records, supporting compliance
- Monitored client needs with meticulous attention to detail
- Communicated effectively with clients, families, and teams, preparing me to address employee inquiries
- Adhered to care protocols and organizational policies
Customer Service Manager
Jokharehi Nigeria Limited
, Nigeria
07.2017 - 12.2023
- Led a team to oversee end-to-end customer service operations, processing inquiries and maintaining detailed records
- Achieved a 20% improvement in customer satisfaction scores within the first year through targeted coaching and training
- Reduced complaints by 30% by implementing a proactive feedback system and addressing root causes
- Developed and monitored performance metrics using Microsoft Word and Excel, supporting financial oversight
- Ensured adherence to operational policies, providing a foundation for understanding compliance frameworks like FIPPA, PIPEDA, and IP administration
- Collaborated on process improvements with a focus on sustainability-related efficiency
- Completed projects in data management and system optimization
Education
Higher National Diploma (HND) - Computer Science
Auchi Polytechnic
Nigeria12-2016
National Diploma (ND) - Computer Science
Edo State Institute of Technology And Management
Nigeria12-2013
High School Diploma - WASSCE
Denosa Demonstration Group of School
Nigeria07-2008
Skills
- Data Entry Accuracy
- Database Administration
- Microsoft Word & Excel
- Client-Focused Communication
- Process Optimization
- Leadership & Team Management
- Stakeholder Engagement
- Strategy Development
- Compliance Awareness
- Data Analysis
- Adaptability
Accomplishments
- Improved client/stakeholder satisfaction by 20% through effective training and support initiatives.
- Reduced operational issues by 30% by implementing proactive systems.
- Maintained accurate records and reports, supporting compliance and reporting needs.
References
Available upon request
Timeline
Personal Support Worker
Community Living Durham North
12.2023 - Current
Customer Service Manager
Jokharehi Nigeria Limited
07.2017 - 12.2023
Higher National Diploma (HND) - Computer Science
Auchi Polytechnic
National Diploma (ND) - Computer Science
Edo State Institute of Technology And Management
High School Diploma - WASSCE
Denosa Demonstration Group of School
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