Kelechi Duru

COUNSELLING INTERN AT HIV/AIDS HEALTH SECTOR

(2019)

Key responsibilities

• Communicate directly with patients to ensure patients are properly informed about the virus when diagnosed with the virus.

• Ensure they are mentally prepared to face the society after their new found status

• Encourage and strengthen patients that feel dejected and without hope and rehabilitate them back into the society.

• Monitor the patients progress and if there is a decline I check to know why and help resolve it with patients and also refer them to the right resources or agents of help.

• Work with Zoom, Skype, WhatsApp, Google Drive.

Customer Service Agent, Brand ambassador

(2018 - 2020)

Key responsibilities

• Took back complaints from consumers and work hand in hand with the brand to ensure they problem is resolved.

• Offered assistance to customers, paying special attention to needs or wants, saving about 10% in problem resolution time

• Entered customer interaction details into provided customer management tools to track requests, problems and record solutions provided.

• Documenting customer feedback and improvements to management which led to 5% increase in sales

• Resolved client issues (customer complaints) by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

• Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations.

Skills

Ø Interpersonal Communication Skills

Ø Service oriented

Ø Excellent written and verbal communication

Ø Customer relationship skills

Ø Excellent English

Ø Problem solving skills

Ø Effective listening

Ø Highly Organized

Ø Attentive to details

Ø Technical skills

Ø Team Collaboration

Ø Ability to work in a Startup Environment

Ø Writing skills

Ø Customer management tools

Ø Ability to work with video call software such as Skype, Zoom