Ejiro Keziah Awhaisoba

EJIRO AWHAISOBA Ikeja, Lagos State, Nigeria PROFESSIONAL SUMMARY Customer care and operations leader with 4+ years driving measurable results in high-volume service environments. Achieved 95% first-call resolution rate while managing 60-80 daily customer interactions at Lagos State Ministry of Finance. Reduced customer wait times by 20% through process optimization and increased client retention by 25% at Rose Couture through strategic relationship management. Expert in transforming customer feedback into operational improvements, maintaining 100% data accuracy, and building high-performing teams. CORE COMPETENCIES Customer Experience Optimization • High-Volume Call Center Operations • Complaint Resolution & De-escalation Appointment & Calendar Management • CRM Systems & Data Analytics • Process Improvement & Efficiency Payment Processing & Billing • Team Training & Development • Service Quality Assurance PROFESSIONAL EXPERIENCE Customer Care Specialist Lagos State Ministry of Finance | Lagos, Nigeria | March 2021 – September 2022 • • • • • • Delivered exceptional customer service managing 60-80 inbound calls daily, achieving 95% firstcall resolution rate and significantly improving citizen satisfaction with government services Reduced average customer wait time by 20% through strategic call routing optimization and efficient inquiry management, directly impacting service delivery for 1,200+ monthly callers Maintained 100% accuracy in customer billing and data entry across internal systems, processing critical financial information with zero errors and eliminating reporting discrepancies Orchestrated 40+ monthly high-stakes appointments between property owners and unit directors, ensuring seamless communication and timely resolution of property-related matters Developed and implemented training program for new intern, cutting onboarding time by 30% while simultaneously improving team productivity and service quality standards De-escalated complex customer complaints with professionalism and empathy, converting challenging situations into positive outcomes and strengthening public trust in government services Fashion Operations Manager Rose Couture | Ile-Ife, Nigeria | November 2018 – January 2021 • • • • • • Drove 25% increase in repeat customer patronage by delivering personalized service to 30+ weekly clients and implementing strategic customer relationship management practices Managed end-to-end operations for boutique fashion business, serving as primary customer contact and maintaining consistently high satisfaction scores through attentive service delivery Streamlined appointment scheduling for 50+ monthly client consultations, measurements, and fittings, reducing scheduling conflicts by 40% and improving operational workflow efficiency Increased sales conversions by 15% through expert product consultations on fabrics, designs, and custom tailoring options, demonstrating strong product knowledge and customer advisory skills Achieved 100% accuracy in payment processing across all debit and credit transactions with zero recorded discrepancies over 26-month period, ensuring financial integrity Redesigned customer record management system, cutting administrative retrieval time by 15% and improving data accessibility for enhanced customer service delivery LEADERSHIP & VOLUNTEER EXPERIENCE Volunteer Events Coordinator Sky World Community • Coordinated logistics, scheduling, and team collaboration for community events serving 100+ attendees, ensuring seamless execution and positive community engagement EDUCATION & CERTIFICATIONS Professional Fashion Design & Garment Construction Certification (LASTVEB) Toddex Fashion School | Lagos, Nigeria | 2016 – 2018 Senior Secondary Certificate Examination (SSCE) | The Best Treasure College | Ogun State, Nigeria | 2016 TECHNICAL SKILLS & ADDITIONAL INFORMATION Technical Proficiency: Microsoft Office Suite (Word, Excel, Outlook) • CRM Platforms • Data Entry & Management Systems • Payment Processing Software Work Style: Detail-oriented with exceptional accuracy • Adaptable to fast-paced environments • Culturally aware and customer-focused Availability: Open to international remote opportunities