UGORJI, GLORIA OLUCHI
Lagos, Nigeria | - |-
PROFESSIONAL SUMMARY
Solution-driven Customer Service Representative with over 5 years of experience in Office Administration, Sales, Operations, HR,
and CRM. Proven in boosting sales through customer-centric strategies and exceptional communication skills. Developed a
meticulous financial reconciliation approach enhancing efficiency and accountability. Strong organizational and analytical abilities
foster team coordination and customer retention. An adept leader who converts potential customers into loyal brand advocates,
driving consensus and facilitating impactful solutions.
AREA OF EXPERTISE
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Communication Skills
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Time Management
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Adaptability
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Professionalism
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Technical Skills
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Product Knowledge
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Customer Service
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Google Workspace
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Team Collaboration
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Organizational Skills
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Data Entry
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Problem-solving
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Sales Proposition
PROFESSIONAL EXPERIENCE
Customer Service Representative – Prince Ebeano and Co., Lekki, Lagos
April 2021 – March 2023
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Partnered with store management to resolve customer complaints courteously and helpfully, thereby increasing customer
satisfaction by 45%.
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Maintained up-to-date product knowledge and upcoming products while sharing knowledge to fit customers’ needs.
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Reviewed daily sales to align remaining stocks with sales while maintaining balanced financial records.
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Oversaw activities of all cashiers by performing quality assurance checks on all services rendered.
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Designed a customer feedback mechanism to ascertain customer satisfaction, increasing customer retention by 12%.
Virtual Assistant – Hiremote Africa, Lagos
6-month Project
March 2022 – August 2022
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Generated qualified leads using web scrappers for a sales outreach project.
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Utilized CRM to track customer journey updates, improving sales conversion efficiency.
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Scheduled meetings and appointments through Google Calendar, eliminating conflicting appointment dates.
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Developed a sales conversion script for a health insurance company, turning out sales of N500k per month.
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Managed workflow between five interns using Trello, improving their work efficiency and task deliverability
Customer Service Officer – Ile Ero’s and Company, Lekki Phase One, Lagos
August 2020 – April 2021
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Responded to customer inquiries promptly and professionally through various channels, including phone, email, chat, and
social media. I also collected and analyzed customer feedback to identify trends and areas for improvement.
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Assisted customers with placing orders, making reservations, and managing product returns or exchanges
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Addressed and resolved customer complaints, concerns, or issues effectively and efficiently.
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Collaborated with other departments, such as sales, marketing, and product development, to address customer needs to
provide accurate information.
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Maintained accurate records of customer interactions, transactions, comments, and complaints in the CRM systems.
Administrative Officer – Helberth Venture and Logistics. Ikeja, Lagos
March 2020 – August 2020
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Organized 5+ monthly meetings and the logistics, including scheduling, preparing the facility, and organizing materials in
binders for attendees.
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Proofread business documents to ensure 100% accuracy in spelling, grammar, and compliance with office policies
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Coordinated communications, tracked requests, and followed up on 15 or more requests every day, identifying those that were
crucial and needed to be addressed right away.
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Designed a budget and examined general finances, cost of products, and inventory.
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I trained and supervised three new employees, ensuring they maintained high attention to detail.
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Managed administrative functions, including complex calendar management focusing on the proper allocation of executive
availability.
Executive Assistant – Somoore Textiles and Industries, Lagos
March 2019 – February 2020
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Coordinated and scheduled appointments and events for executives, ensuring travel plans aligned with the executive’s
schedule, provided personalized support to the executive, and adapted to her work style and preferences.
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Organized and coordinated meetings, including preparing agendas and materials, taking meeting minutes, tracking action
items, and following up on outstanding tasks.
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Performed general administrative tasks such as data entry, filing, and document organization, and also managed office supplies
and equipment, and maintained a tidy and organized workspace.
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I handled sensitive and confidential information with discretion and professionalism, and also maintained and updated contact
databases, organizational charts, and other relevant information
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Planned and organized travel itineraries, including flights, accommodations, and transportation.
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I effectively managed multiple tasks and prioritized them based on urgency and importance, ensuring deadlines were met and
critical tasks were addressed promptly.
EARLIER CAREER EXPERIENCE
Human Resource Intern – Benue Hotel and Resort
May 2018 – December 2018
● Coordinated induction programs for all newly recruited employees in the office.
● Designed an employee feedback mechanism to receive complaints, suggestions, and queries, while handling issues swiftly,
thereby improving employee retention.
● Created and posted job descriptions and ads while organizing the administration behind the recruitment process.
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Sales Representative – Unilever Nigeria Limited. Lagos
Customer Service Representative – Justrite Superstores, Lagos
January 2019 – February 2019
October 2017 – April 2018
EDUCATION
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Bachelor of Science, Economics – Olabisi Onabanjo University, Ago-iwoye. Ogun State
2018
TRAINING AND CERTIFICATION
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Virtual Assistant – ALX - VA Program
General Specialist Remote Skills – Hiremote Africa
Human Resource Management (HRM) – Mega Option International
Project Management Professional – Mega Option International
Health, Safety and Environment (HSE) – Mega Option International
Customer Relationship Management – Mega Option International
Information, Communication, and Technology – Mega Option International
HOBBIES:
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Learning New Technologies
Reading
Networking
Volunteering
Traveling
Fitness Activities
LANGUAGES
Fluent in English, Igbo, and intermediate in Yoruba
Available on Request
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