Bwata Jennifer Mundung

BWATA JENNIFER MUNDUNG - PROFILE SUMMARY-linkedin.com/in/bwata-m-43a897123 Dedicated professional with over 8 years of experience in customer service, lead generation, administration and data management. Proficient in conveying information clearly and effectively through various communication channels, ensuring client satisfaction. Skilled in identifying and nurturing sales leads, converting prospects into loyal customers, and driving business growth. Experienced in using CRM tools such as Zendesk, Salesforce, and Zoho to manage customer interactions and maintain accurate records. Committed to maintaining high data integrity while preparing detailed reports. I aim to leverage my skills in a dynamic role to enhance customer engagement and drive organizational success. PROFESSIONAL SKILLS Proficient in conveying information clearly and effectively to clients through various communication channels, ensuring customer understanding and satisfaction. Skilled in identifying and nurturing new sales leads, converting prospects into loyal customers, and driving business growth. Capable of diagnosing and resolving customer issues promptly, utilizing a customer-centric approach to enhance service delivery. Experienced in using CRM tools (e.g., Zendesk, Salesforce, Zoho) for managing customer interactions, tracking sales leads, and maintaining accurate records. Proficient in compiling, sorting, and verifying vital records data, maintaining high levels of data integrity and confidentiality. Skilled in compiling periodic reports and preparing annual reports for the State Health Department, presenting data clearly and concisely Exceptional attention to detail in compiling, sorting, and verifying data, achieving a high accuracy rate and reducing errors in data entry processes. Experienced in using virtual Assistant Tools (e.g., Asana, Buffer, Canva,) for organizing tasks and projects. Soft skills such as phone etiquette, time management, client relationship management, problem solving, empathy expression, organizational skills. WORK EXPERIENCE Customer Service Representative/Lead Generation Expert Call4you Campaign FEB 2024 – MARCH 2025 Outsource Global Technologies Ltd, Kaduna State Managed high volumes of inbound and outbound calls, resolving 95% of claims and efficiently directing complaints to the appropriate authorities for quick resolution. Generated over 200 new sales leads, achieving a 30% conversion rate and contributing to significant business growth. Delivered exceptional customer service across multiple channels, maintaining a 98% customer satisfaction rate by providing accurate, timely, and complete information. Processed 100+ orders daily, ensured account information was up to date, and maintained full compliance with company protocols and regulatory standards. Effectively utilized CRM tools like Zendesk, Salesforce, and Zoho, improving call handling efficiency by 20% and successfully managing complex escalations. Call Center AgentJUNE 2022 – JULY 2023 National Population Commission, FCT- Abuja. Successfully delivered prompt and professional customer support, resolving 95% of technical issues on first contact by guiding users through step-by-step solutions. Effectively informed over 500 clients about new products, services, and policies, ensuring 100% accuracy in documenting all interactions in compliance with standard operating procedures. Efficiently managed escalations and addressed complex customer complaints across multiple channels, reducing response time by 20% and adhering to company protocols. Demonstrated in-depth product knowledge, driving a 15% increase in sales, ensuring 99% order accuracy, and improving team collaboration for continuous service improvement. Tracking and Retention AssistantNOVEMBER 2021 – JUNE 2022 Federal Medical Center (Caritas Nigeria), Umuahia, Abia State Strengthened relationships with ART clients by maintaining clear and consistent communication, leading to a high client retention rate. Successfully sent SMS reminders and made follow-up calls, resulting in a 90% adherence rate to clinic appointments and timely medication delivery. Efficiently managed appointment scheduling, ensuring 100% accuracy and on-time follow-ups, which improved overall clinic workflow. Provided supportive counseling and worked closely with the M&E team, ensuring comprehensive documentation of all activities in the EMR system with a 98% data accuracy rate. Data Entry Clerk/Project SupervisorAPRIL 2017 – OCTOBER 2021 Nigerian Breweries Plc, Kaduna State Accurately compiled, sorted, and verified data with a 99% error-free rate, ensuring reliable information for reporting and decision-making. Maintained detailed logs of activities and promptly corrected data entry errors, improving overall data integrity by 20%. Successfully managed team workflow and trained 10+ new hires, enhancing team productivity and efficiency. Administrative AssistantOCTOBER 2015 – NOVEMBER 2016 Office of the Deputy Governor: Department of Conflict Resolution and Management, Calabar, Cross River State Established and maintained an efficient filing system for records and correspondence, improving document retrieval time. Managed incoming mail and organized over 20 conferences and meetings, ensuring seamless logistics and coordination for all events. Reviewed all communications for spelling and grammar accuracy, enhancing professional presentation, and coordinated travel reservations for executives, resulting in a 100% satisfaction rate among travelers. EDUCATION Nigerian Defence Academy, Kaduna State | September 2023 – September 2025 | Masters in Environmental Management (in view) Nigerian Defence Academy, Kaduna State | October 2019 – June 2021 | Post Graduate Diploma in Environmental Management (Upper Credit) Ahmadu Bello University, Zaria, Kaduna State | 2011 – 2015 | Bachelor of Science in International Studies (Second Class Lower) CERTIFICATION Customer Service Training, Outsource to Nigeria Initiative-OTNI (February- June 2024) Verbal Autopsy Training on Mortality Surveillance, Caritas Nigeria (June 2022) Virtual Assistant with Tech Crush, ( March 2025- June2025) Diploma in French Language, International Center for Language Resources (2021) Introduction to Monitoring and Evaluation, International Rescue Committee (2019) Needs Assessment, Cornerstone OnDemand Foundation (2019) HSSE 1, 2, & 3, Institute of Industrial Security and Safety of Nigeria (2016) - Professional Certificate Post Graduate Diploma, Chartered Institute of Customer Relationship Management (2016) Diploma in French Language, (DELF A1 & A2) Alliance Française (2015) REFEREES Mr. Chidiebere Nwankpele Professor T.O. Adewuyi Dr. Charles Okolie State Team Lead, Human Resource Business Partner Department of Geography, Caritas Nigeria. 39 Winners Way, Nigerian Defence Umuahia, Abia State Phone: (HRBP), Nigerian Breweries Plc Phone:- Email:- Academy Afaka, Kaduna State Phone:- Email:-