Jessica Youmu

. . Youmu Oyindoubara Jessica Abuja, FCT, Nigeria - (234)- https://www.linkedin.com/in/youmu-jessica-/ SUMMARY Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excel in both team environments and alone. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with callers. EXPERIENCE CUSTOMER SERVICE TEAM LEAD FOR THE ELECTRONIC MEDICAL RECORDS DEPARTMENT CITIZENS DISABLILTY December 2021 - December 2023, USA • Make inbound and outbound calls 150 to 200 calls daily • Handle recruitments with my supervisor for new hires • Led team in providing high quality customer service to clients, resulting in customer satisfaction scores of 98%. • Implemented process improvement initiatives, decreasing response time by 40% and cutting costs of provision by 15%. • Developed customer service processes training program, training staff in building customer relationships successfully, resulting in the improvement of customer retention by 22%. • Receive and make calls to clients concerning their Electronic medical records • Ensure that agents in the team do a proper documentation of call-logs for reference by the department and other departments. • Ensuring good call quality of all the agents in the team by making sure to follow all set rules for QA and good client satisfaction. • Filling all necessary report sheets of the work done every day/week. • Analyzing the performance of the team with regards to the job role. • Hold Team Huddles with the team to monitor the performance and as well, to know areas for improvements and how to handle it to further improve the performances of the agents, and in summary the team. • Ensure that the agents in the team constantly meet targets by calling/following up on clients as needed. • Follow up with Tech for any technical issues experienced by the team. • Handle duties as assigned by Supervisor and Campaign Manager. CUSTOMER SERVICE REPRESENTATIVE FOR THE ELECTRONIC MEDICAL RECORDS DEPARTMENT. CITIZENS DISABLILTY May 2021 - December 2021, USA • Make inbound and outbound calls 150 t0 250calls to clients daily concerning their Electronic medical records • Proper documentation of call-logs for reference by the department and other departments. • Ensuring good call quality by making sure to follow all set rules for QA and good client satisfaction. • Resolution of client's query. REHAB ASSISTANT MELVILLE HEALTHCARE April 2020 - February 2021, NIGERIA • Delivered quality nursing care to assigned patients and collaborated with medical staff to implement individualized treatment plans, resulting in patient satisfaction scores increasing by 80%. • Assisted in the orientation of new staff by providing training on clinical protocols and systems, resulting in 50% fewer medication errors per month. INTERN RAY POWER FM • Conducting Researches • Preparing Written materials, • Brainstorming new ideas, • Promoting the radio station on social media • Completing administrative tasks. EDUCATION Bachelor of Science in mass communication Madonna university • Okija, Anambra state Nigeria • 2019 INVOLVEMENT HALL REPRESENTATIVE Nigeria • MADONNA UNIVERSITY • October 2016 - November 2019 September 2018 - November 2018, NIGERIA . . • Researched and responded to individual questions submitted to the hall office, provided direction to students and parents on their inquiries and solved students problems with 94% satisfaction rating. SKILLS Technical Skills: Google Analytics, Hub spot, salesforce and slack Hard Skills: Microsoft Office, Email communication, Outbound calls, spreadsheets, Product Knowledge, data visualization, communication, Data Entry, Data analysis, Digital literacy. Soft Skills: Self-Discipline skills, Learning skills, Active listening skills, Self-motivation skills, Patience, Time management skills, Problem-solving skills, Proactive skills, Team management skills, Leadership skills, Communication skills, Interpersonal skills.