ILOH VIVIAN CHINYERE
Address: Greenville Estate, Badore , Ajah , Lagos State.
Telephone: - Email:-CAREER OBJECTIVE
Highly skilled, customer-centric, data analyst and well experienced in the management of
processes, procedures, customer complaint handling, call center and administrative
environment. Demonstrated high level of communication, emotional intelligence, system
administrator, organizational skills, and positive approach to work and seeks to surpass
stakeholders’ expectation. Quick learner and adept at adjusting to change in a fast-paced
work environment.
EDUCATIONAL BACKGROUND
University of Nigeria, Nsukka
B.Sc. Sociology (Second Class Division)
2011 – 2015
Federal Government Girl’s College, Onitsha
West African Examination Certificate
2001 – 2007
Kiddies Junction Nursery &Primary School, Nkpor
First School Leaving Certificate
1996 –2002
WORK EXPERIENCE
EDC4IT (Netherlands)
Product Delivery Manager
Timely and quality delivery of software products.
Planning and managing multiple product releases.
Deliver products using the appropriate agile project management methodology, learning
& iterating frequently.
Work with the Product Manager to define the roadmap for any given product and
translate this into user stories.
Lead the collaborative, dynamic planning process – prioritizing the work that needs to be
done against the capacity and capability of the team.
Ensure all products are built to an appropriate level of quality for the stage
(alpha/beta/production).
Guaranty Trust Bank PLC
New Centralized Processing Center, Elegushi, Lekki-Epe Expressway, Lagos
GTConnect Contact Center Agent
Oct 2019 – Till Date
Entering customer’s data in Excel sheet and analyzing on Power BI
Answering inbound calls and respond to customer’s emails/engaging in live chats
Resolving customer’s complaint/service/enquiry via the Microsoft CRM application.
Managing domestic and diasporas customer’s account on all banking related levels.
Resolve customer’s complaint/request and enquiry
Responsible for escalating unresolved complaints to relevant unit for resolution.
Bodyfab/Slimgirl Shapewear, Lagos
Virtual Administrative Assistant
April 2019 – Sept 2019
Provide customer service as first point of contact
Resolving customer’s complaint/service/enquiry via the Microsoft CRM application.
Respond to emails and phone calls
Manage a contact list
Prepare customer spreadsheets and keep online records
Organize managers’ calendars
Perform market research
Create presentations and skype/zoom meetings with manager
Address employees administrative queries
Prudential Zenith Life Insurance, Zenith Bank Lagos
Customer Service Officer/Sales Executive
April 2018 –May 2019
Maintaining a positive, empathetic and professional attitude toward customers at all
times.
Responding promptly to customer inquiries.
Communicating with customers through various channels.
Acknowledging and resolving customer complaints.
Knowing our products inside and out so that you can answer questions.
Keeping records of customer interactions, transactions, comments and complaints.
Ensure customer satisfaction and provide professional customer support.
Socially Africa, Lagos
Analyst/Project Lead
Managed the planning and implementation of 7 community development projects
with impact reach on over 3000 school kids and 500 adults/teens.
Ensured all projects are delivered on-time, within scope and within budget.
Developed a detailed project plan to track progress.
Measured project performance using appropriate systems, tools and techniques
Federal Government Girls College, Bakori (NYSC)
Administrative Officer
April 2016 –April 2017
Created and managed time schedules.
Coordinated with school’s concerning products, equipment, and purchases
Proficiently scheduled and coordinated meetings, interviews, appointments, and travel
for the school Principal
Provided exceptional client in-take services, assisted visitors with inquiries and made
referrals to appropriate departments
Procured quotations for goods/services, prepared/ratified letters/memos for justification
of purchases
Submitted accurate and detailed monthly reports on financial and administrative
operations.
VOLUNTEER EXPERINCE
Django Girls Organization (Inter-State)
Project Coordinator
Planning and organizing programming/IT workshops and empowerment programs for
women
Organizing coding and website development trainings
Writing and analyzing scheduled reports and managing Correspondence on each
training
Scheduling Meetings in preparation of each training and after trainings
Reporting and documenting the project works
Voluntary Service Overseas (VSO), Abuja
Facilitator
May 2017- Dec 2017
Sept 2015 – January 2016
Promoting sustainable environment through peer education and meetings with
community leaders
Organizing Adult Literacy and Skill Acquisition classes
Facilitated Inclusive Neighborhood Spaces (INS) to help identify and solve problems
within the community
Initiating and planning sessions aimed at raising awareness on global issues related to
SDGs.
Monitoring and evaluating projects to ensure maximum group performance.
PERSONAL SKILLS AND COMPETENCES
Communication skills (Verbal and Written)
Data Entry Skills
Customer Service Skills
Listening skills/ Attention to details
Call Center Operations/Customer Orientation
Proficiency in Microsoft Office 2007 & 2010, Professional,(Word, Excel, PowerPoint)
Knowledge of CRM application System, Power BI and SQL
High Integrity and Confidential with information.
Ability to work under pressure/Multi-task
Relationship management/Rapport-building
CERTIFICATIONS AND PROJECTS
Data Accelerator Certificate | 2021
Google Digital Marketing Skills for Africa | 2019
Bancassurance Referral Officer Certificate | NAICOM/ICM 2018
Understanding the Rights of Women and Girls, Young African Leaders Initiative | 2017
Understanding Human Rights, Young African Leaders Initiative | 2017
PROJECTS
• Conflict management strategies, Ikorodu, Lagos | 2015
• Digital Literacy for Women/Girls in Awka (Workshop)–2017
• Digital Literacy for Women/Girls in Enugu (Workshop)–2017
• Digital Literacy for Women/Girls in Ebonyi (Workshop) –2017
REFEREES
Available on request
