Summary
Overview
Work History
Skills
Competencies Certifications Qualifications
Skills Qualities
Timeline
Generic

NNANNA OGBONNA OBIKEZE

West Kelowna,Canada

Summary

I am a diligent, goal oriented, result driven person. I have a positive outlook and have delivered excellent results through out my work career. I have experience in training, consulting, governance and developmental issues across private and public sectors. I am proficient in providing client and administrative support. I am a good team player with utmost sense of integrity and passionate about seeing people grow and getting problems solved. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

3
3
years of professional experience

Work History

CUSTOMER RELATIONS ASSOCIATE

HGS Canada
- Current
  • Use tools provided, like Voice ID, 1 View, V21, Oasys, Nova, Mastero, Synerion, Alvaria, Citric Receiver, My Apps, Avaya, Workspace, Agent X, 1 Source to record interactions and service/account updates in detail to ensure continuity of support in the future
  • Follow call process flow- answer the phone, authenticate the caller, address concerns, make detailed conversation notes, recap to customer, confirm resolution, close call
  • Respond to customer queries on billing, payments, existing and new services, promotions and offers, upgrade or downgrade of services, payments, credits, Roaming, Transfer of responsibilities etc
  • Calm irate customers and attempt to de-escalate situations by providing workable alternatives that satisfy the customer and help retain them
  • Escalate where appropriate
  • Upgrade product and process knowledge by attending huddles, classroom and eLearning sessions; educate customers on self-serve portal usage and tips on maximizing their service value etc
  • Maintain reliability, schedule compliance and performance metrics at the required level, and strive to improve same
  • Upsell products and services, where appropriate, to ensure customer benefits with a variety of services from the client, thereby positively affecting the revenue, provide special discounts or retention offers
  • Listen actively and ask probing questions to understand customer needs and have value based conversation with customer

EXECUTIVE ASSISTANT

OAS Helicopters
01.2021 - 07.2023

Skills

  • Positive Attitude
  • Interpersonal Skills
  • Attention to Detail
  • Multitasking

Competencies Certifications Qualifications

  • H2S Alive Certification- 10/2023
  • Emergency First Aid Certificate for Industry (OFA Level 1 Equivalent) - 09/2023
  • World Bank Environmental and Social Framework Certification- 04/2019
  • Master’s in Public Administration, University of Benin- 2014
  • Marquette University, Les Aspin Centre for Government Washington DC, Certificate in Democracy and Good Governance- 2008
  • Nigerian Law School (B.L)- 2004
  • University of Nigeria, Nsukka (LL. B)- 2003
  • University Secondary School, University of Nigeria, Nsukka (S.S.C.E- 1996)

Skills Qualities

Deductive reasoning, time management, core values of integrity and confidentiality, analytical thinking, highly organized, socially perceptive, verbal, written and articulate communication, proficiency in use of Microsoft office tools, tolerant and diplomatic, adaptability/flexibility, attention to details, friendly and cheerful disposition, active listener and fast learner with negotiation and conflict resolution skills.

Timeline

EXECUTIVE ASSISTANT

OAS Helicopters
01.2021 - 07.2023

CUSTOMER RELATIONS ASSOCIATE

HGS Canada
- Current

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NNANNA OGBONNA OBIKEZE