Francisca Chiidinma Ikoli

FRANCISCA CHIDNMA IKOLI Federal Capital Territory, 900027 Abuja, Nigeria - - PROFESSIONAL SUMMARY Results driven administrative professional with over five years of experience in customer service, adept at enhancing organizational efficiency through effective communication and problem-solving skills. Proven track record of engaging with customers, resolving complex inquiries, and delivering tailored support to meet diverse needs. Experienced in managing high-volume communications via phone and email, ensuring timely and accurate response. Strong background in training and mentoring new team members, fostering a culture of collaboration and excellence. Dedicated to improving customer satisfaction and streamlining processes to contribute to organizational success. SKILLS     Verbal communication Meeting facilitation Human resources Staff training and development     Scheduling expertise Records management Adaptability CRM software and tools utilization WORK HISTORY Administrative department head, 01/2023 – current Diversy West Africa – Abuja, Nigeria              Defined performance expectations, identified professional development and training opportunities and evaluated professional growths through performance reviews. Recruited, retained and developed highly capable technical staff. Led, advised, encouraged and facilitated personnel to create and explore innovative technologies research. Managed fiscal operations for department from various funding sources. Led and managed operational and strategic planning, fiscal management and administrative oversight of facilities, equipment and personnel. Determined, monitored and controlled expenditures required to manage operational, research and personnel expenses of department Created organized filling system to manage department documents. Improved customer satisfaction scores through application of superior conflict resolution and problem solving skills Created reports, presentations and other materials for executive staff. Analyzed and solved multi-faceted problems that affected executive leaders and business initiatives. Implemented project management techniques to overcome obstacles and increase team productivity Improved office operation by automating client correspondence, record tracking and data communications Over saw appointment scheduling and itinerary coordination for both clients and personnel                               Virtual Administrative Assistant, 04/2020 - 12/2021 Advance Amazon Agency - Phoenix, Arizona and Manila, Philippines Managed electronic and paper filing systems by updating paperwork, maintaining documents, and accurately recording information. Executed travel arrangements by researching and booking flights and accommodations. Monitored emails, organized inbox, and prioritized messages for supervisor. Prepared PowerPoint presentations and ran slide shows remotely for virtual meetings. Kept extensive contact list updated with new contacts and changes to existing contacts. Set up virtual Zoom meetings, invited guests and disseminated agendas. Coordinated Skype calls across multiple time zones. Completed business correspondence, transcription, and data entry. Answered and screened calls to provide information, schedule appointments and take detailed messages. Managed CRM input, exports and clean up. Organized and managed team tasks using Trello and Asana. Researched topics and events to support supervisor's work agenda and projects. Uploaded files for team use on Google Suite and SharePoint. Facilitated timely delivery of special projects to meet organizational and departmental objectives. Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files. Increased office participation in special events by creating newsletter with detailed calendars and other office updates. Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders. Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests. Customer Care Executive, 11/2020 The Envoy Hotel - Abuja Nigeria Explained online self-help options to customers to promote additional and after-hours support choices. Took ownership of customer’s issues to follow problems through to resolution. Assigned and designated job territories to customer care staff according to performance and history. Helped large volume of customers every day with positive attitude and focus on customer satisfaction. Strengthened customer relationships by listening to customer concerns and giving priority to service requirements. Managed senior-level personnel working in marketing and sales capacities. Improved staffing during busy periods by creating employee schedules and monitoring call-outs Cultivated positive rapport with fellow employees to boost company morale and promote employee retention. Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions. Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty. Maintained professional demeanor by staying calm when addressing unhappy or angry customers. Leveraged data and analytics to make informed decisions and drive business improvements. EDUCATION Certificate: Administrative Assistant Skills Mastery, 04/2020 Cousera Certificate: Conflict and Resolution Studies, 04/2018 Coursera Bsc: Library and Information Science, 09/2015 Kogi State University - Anyigba, Kogi State ACCOMPLISHMENTS Established a training program for administrative staff, leading to improved team performance and higher employee satisfaction ratings Fostered improved communication and collaboration between departments, leading to more cohesive project management and successful outcomes