JOSHUA SAMSON
- |- FCT ABUJA, Nigeria.
CORE COMPETENCIES
Role Related Competency:
▪ product knowledge skill
▪ Project management
▪ Customer communication
▪ CRM(Sales force,Primo)
▪ Leadership
▪ Digital literacy
▪ Data Centricity
▪ Remote work skills
ICT:
▪ Canva
▪ Microsoft Office suite
▪ Google work space
▪ Sales force
▪ Aheeva
▪ F9 dial
▪ Primo Dialer
▪ Agent Dialer
Soft Skills:
▪ Team work
▪ Active listening
▪ Adaptability
▪ Attentiveness
▪ Conflict resolution
▪ Critical thinking
▪ Empathy
▪ Time management
▪ Communication
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ACHIEVEMENTS
Building blocks for Peace Foundation fellow 2022
The Next Economy Fellow 2022
Received "customer service representative of the month twice award. Results were based on speed, sales
quotas and customer satisfaction.Promoted to Team lead in 6 months owing to excellence in delivering
excellent client service and awarded employee of the year 2019
Trained new customer service representatives and helped develop a toolkit on phone etiquette.
Fellow of Organization of African Union- AU ambassador agenda 2063.
Fellow of the Nigerian rebirth foundation
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Awarded best sales man.
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PROFESSIONAL EXPERIENCE
LAN HEALTH INITIATIVE -MENTAL HEALTH COUNSELOR /RESEARCHER (Volunteer) August
2021 to July 2022.
Duties
▪ Work with individuals, groups and communities to improve mental health.
▪ Examine issues including substance abuse, aging, bullying, anger management, careers, depression,
relationships, LGBTQ issues, self-image, stress and suicide.
▪ Help clients define goals, plan action and gain insight.
▪ Develop therapeutic processes and refer clients to psychologists and other services.
▪ Collaborating on intervention plans with other mental health specialists, doctors, nurses, and social
workers.
Interra networks - Call centre agent/customer representative (contract) January 2021-present
Duties
▪ Manage large amounts of inbound and outbound calls in a timely manner.
▪ Identify customer needs, clarify information, research every issue and provide solutions and other
alternatives.
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Build sustainable relationships and engage customers by taking the extra mile.
Keep records of all conversations in our call centre data base in a comprehensible way.
Meet personal/team qualitative and quantitative targets.
Following up complicated customer calls where required
Completing call notes and call reports as necessary and updated them in the CRM
Obtaining and evaluating all relevant data to handle complaints and inquiries.
AOAF foundation- project coordinator(volunteer) January 2020 to December 2022.
Duties
▪ Tracked project activities to ensure they are progressing as per schedule.
▪ Maintained the project calendar, budget and ensured deadlines are met.
▪ Participated in project planning and implementation.
▪ Supported in developing training or other materials for community stakeholders and others.
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Content development.
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Conduct research on issues affecting vulnerable members.
Outsource Global 2018 July to November 2019- Call agent/customer representative
Duties
▪ Ability to answer calls professionally.
▪ Handling and resolving customer complaints.
▪ Understanding of customer service principles and practices.
▪ Problem solving and resolution.
▪ Dealing with customer complaints or enquiries.
▪ Meeting performance and speed targets.
Fabulous store 2016- May 2018 Sales manager /supervisor/cashier)
Duties
▪ Reported directly to the general manager regarding annual sales growth.
▪ Organized and managed the sales team to achieve the required sales targets.
▪ Trained new members of the sales force.
▪ Monitored the performance of different personnel associated with a project and compared it to the
month’s objectives.
▪ Helping with several management functions to support sales functions.
▪ Represented the firm at sales shows and exhibitions.
▪ Communicated with clients and merchants to improve and develop business relationships cordially, in
addition to maintaining constant follow-up on their feedback.
▪ Helped in resolving critical issues related to sales, and escalated important matters to upper
management.
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Sales executive/marketer for Trec computers(part time-
Duties
▪ Assisted and encouraged customers in selecting and purchasing required products in a retail
environment.
▪ Addressed customer’s needs.
▪ Advised and helped locate appropriate merchandise.
▪ Described product’s features/benefits and demonstrated usage/operation of products.
▪ Provides information concerning specifications, warranties, financing available, maintenance of
merchandise and delivery options.
CARE NGO (Volunteer) 2012
Primenet cybercafé-
SUMMARY OF EDUCATION
Mediation, Conflict Resolution and Electoral Violence Management.
The Next Economy Fellowship training
Malaria youths champions training - African leaders malaria alliance (ALMA)
Salesforce sales operation/customer experience/brand management(Coursera)
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NGO Management (CSR in Action)
2020
Navigating a business in uncertain times: strategies to ensure your enterprise long term success (YALI) 2020
Management strategies for people and resources (YALI)
2020
Workforce collaboration and development (YALI)
2020
Customer relationship management in Business Services(Alison)
Community organization for action (YALI)
Customer service to customer relationship management (Udemy)
Project management (PMI)
School of self-discovery - Nigerian rebirth foundation/Job Oboro Foundation
Mega rich consult (Work/Human ethics)
B.TECH Automobile technology Federal university of technology minna
REFERENCES
Available on Request.
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