Fidelia Ihedioha

 IHEDIOHA FIDELIA IFECHUKWU Customer Experience Specialist | Administrative & Operations Officer | Educator | International Relations Graduate Lagos, Nigeria | Open to International Relocation (Canada | UK | USA | UAE) -| - Nationality: Nigerian LinkedIn: Available upon request EXECUTIVE PROFESSIONAL PROFILE Highly accomplished Customer Experience, Administrative, and Education Professional with 6+ years of progressive experience delivering excellence across corporate organizations, schools, logistics operations, political administration, and private enterprises. Renowned for resolving complex customer concerns, enhancing service delivery systems, managing administrative processes, monitoring goods and service flows, and building strong professional relationships across diverse stakeholder groups. Possesses a strong academic foundation in International Relations, complemented by professional certification in Health, Safety & Environment (HSE) and extensive real-world experience across public, private, and educational sectors. Consistently recognized for professionalism, reliability, attention to detail, and the ability to thrive in high-pressure, multicultural environments. Actively seeking global opportunities in Canada, United Kingdom, United States, or United Arab Emirates where strong customer engagement, operations excellence, and people development are valued. GLOBAL CORE COMPETENCIES • Customer Experience & Service Excellence • Client Relationship Management (CRM) • Administrative & Office Operations Management • Complaint Resolution & Escalation Handling • Teaching, Training & Academic Support • Monitoring of Goods, Inventory & Service Delivery • Documentation, Reporting & Record Management • Cross-Cultural Communication • Stakeholder Engagement & Public Relations • Team Leadership & Collaboration • Process Improvement & Service Optimization • Time Management, Multitasking & Work Prioritization • Professional Ethics & Confidentiality PROFESSIONAL EXPERIENCE Customer Service & Operations Officer Emily Group of Companies – Lagos, Nigeria 2019 – Present • Serve as a key frontline representative delivering high-impact customer support to individuals, private businesses, and corporate clients. • Successfully resolve 90%+ of customer issues on first contact, significantly improving client satisfaction and brand loyalty. • Monitor and coordinate the movement of goods, products, and services across local and international supply chains, ensuring accuracy and regulatory compliance. • Maintain structured documentation of imports, exports, stock levels, logistics records, and service transactions. • Handle service complaints, operational disputes, and escalations with professionalism and discretion. • Collaborate with logistics, finance, and management departments to ensure seamless operational flow. • Contributed directly to service efficiency improvements, reducing customer wait times and error rates. • Recognized consistently for attention to detail, timeliness, and service reliability. Lecturer / Education & Training Specialist Various Educational Institutions(Consultant) – Nigeria 2017 – Present • Deliver academic instruction to both young learners and adult students across diverse socio-economic backgrounds. • Develop curriculum-aligned lesson plans, assessments, and learning materials for effective knowledge transfer. • Apply student-centered teaching strategies that improved class engagement, comprehension, and performance levels. • Mentor students on career development, personal growth, and academic excellence. • Conduct academic evaluations, grading, and progress reporting. • Maintain a disciplined, inclusive, and supportive learning environment. • Successfully trained over 300+ students across different academic sessions. Administrative Intern (SIWES Program) All Progressive Grand Alliance (AGPA) – Administrative Department 2014 • Supported daily administrative operations, official correspondence, and departmental documentation. • Assisted with data filing, meeting coordination, stakeholder communication, and record management. • Participated actively in organizational planning, event coordination, and political administration processes. • Gained direct exposure to public-sector operations, governance support systems, and bureaucratic workflow. National Youth Service Corps (NYSC) Ultimate Twin Academy Primary & Secondary School, Ubakala Amuzu, Umuahia, Abia State November 2016 – October 2017 • Served as a classroom teacher and academic support officer. • Taught assigned subjects in accordance with national curriculum standards. • Assisted with school administration, student assessments, extracurricular programs, and discipline management. • Played an active role in student moral and academic development. EDUCATION & PROFESSIONAL QUALIFICATIONS Bachelor of Science (B.Sc.) – International Relations Université d'Abomey-Calavi / Institute Polytechnique "Le Citoyen " – 2016 Health, Safety & Environment (HSE) Professional Certification – 2017 KEY PROFESSIONAL ACHIEVEMENTS • Delivered consistent customer satisfaction ratings above organizational benchmarks. • Reduced unresolved customer complaints through effective escalation protocols. • Maintained 100% accuracy in product monitoring and service documentation. • Successfully taught and mentored 300+ students. • Played a key role in strengthening customer retention and service credibility across multiple organizations. • Recognized informally for professional ethics, reliability, and strong interpersonal skills. TECHNICAL & DIGITAL SKILLS • Microsoft Word, Excel, PowerPoint • Data Entry & Digital Records Management • Email & Business Correspondence • Virtual Communication Tools • Basic Office & Administrative Systems LANGUAGES • English – Fluent • Igbo – Native PROFESSIONAL STRENGTHS • Strong verbal and written communication • Excellent problem-solving ability • High emotional intelligence • Adaptability and resilience • Multitasking under pressure • Client-centric mindset • Detail-oriented and highly organized PERSONAL INFORMATION • Date of Birth: 31st August 1996 • State of Origin: Enugu State • Place of Birth: Anambra State • Marital Status: Married • Religion: Christianity AFFILIATIONS & SERVICE • National Youth Service Corps (Alumni) • Education & Community Development Volunteer (Informal) AVAILABILITY & RELOCATION • Available for Immediate Employment • Open to Visa Sponsorship & International Relocation • Flexible for On-site, Hybrid, or Remote Roles REFERENCES Available upon request (Professional referees from corporate, academic, and public sectors)