Lilian Analoh | Freelancer Resume

Lilian Analoh Ifeanyi Abuja, Federal Capital Territory, Nigeria.- Summary A dedicated and detail-oriented Sociology graduate with a passion for making a positive impact through outreach and NGO involvement. Highly organized and skilled in providing exceptional customer care. Seeking this position to leverage my communication and organizational abilities in supporting and contributing to the success of your organization. I am committed to delivering top-notch administrative support, demonstrating a proactive approach to problem-solving, and fostering a collaborative work environment. With a track record of effectively managing diverse tasks and an empathetic nature, I aim to enhance productivity and ensure seamless operations while upholding the highest level of professionalism. Work Experience Fairmoney Customer Service November 2023 - Present Fairmoney is a global fintech company that provides customers with quick loans and other financial services. Activities: ● Communicated with customers in a professional manner, leading to a Quality score of over 80%. ● I assisted in loan recovery of over 40m naira in a short time. ● I qualified to be among the best specialists and eligible for bonuses . ● Collaborated with the team to develop strategies to communicate better to customers which would lead to higher loan recovery. Tools and Skills used Microsoft Word, Tiphone, Metabase, Lead Square, Slack. Outsource Global Professional Medical Service American Campaign 1 year Outsource global is an outsourcing firm that provides customer care and sales services to various companies and training staff in various fields to be able to assist the proxy companies they would be working for. Activities: ● Performed Excellently in training sessions. ● Responded to customer inquiries and provided exceptional assistance to ensure customer satisfaction. ● Handled and resolved complaints efficiently, improving customer retention by 15%. ● Collaborated with the team to develop new strategies for enhancing customer experience. Tools and Skills used Microsoft Word, Google Suite, Zendesk, Twilo, Hubspot CRM tools, Communication Skills and Time Management. Richie’s Fashion house Customer Service- Richie’s Fashion house is a fashion house that produces custom made dresses and also produces ready to wear clothes Activities: ● Assisted customers via phone and physically addressing their concerns and providing product information, in situations where there was shortage of staff. ● Contributed to the development of the company's customer care manual. ● Made sure customer’s inquiries were taken care of and exceptional assistance was provided to ensure customer satisfaction. Tools and Skills used Microsoft Word,Excel and powerpoint Communication Skills and Time Management. Ulesson-Outsource Global Customer Care/Resource Personnel 1 year Ulesson is an educational technology provider and I was assigned to help handle their customer management and drive sales. Activities: ● Assisted customers via phone and email, addressing their concerns and providing product information. ● Received multiple commendations from supervisors for outstanding communication and problem-solving skills. ● Contributed to the development of the company's customer care manual. ● Responded to customer inquiries and provided exceptional assistance to ensure customer satisfaction. Tools and Skills used Microsoft Word, Zendesk, Twilo and Hubspot CRM tools, WhatsApp Enterprise. UpchartFunding Inc. Virtual Assistant. April 2022 -November 2022 Upchartfunding is a proprietary trading firm, which provides funding to their customers. Activities: ● Worked directly with the CEO in assisting him organize and schedule meetings. ● Worked in booking and planning company’s events. ● Relayed information between the CEO and some of the marketing team and coordinate tasks where necessary. ● Represented the CEO at some meetings and answered questions on his behalf. Tools and Skills used Microsoft Word, Zendesk, Google Suite, Hubspot CRM tools, Communication Skills, and Time Management. Nyanya General Hospital (FCTA) Social Welfare Officer/ Assistant July 2021 – April 2022 I was assigned to work with the FCTA during my service year for the National Youth Service Corp. Activities: ● Advocated for medical care for patients to aid treatment. ● Plan and coordinated patient care and rehabilitation. ● Investigated issues of child abuse, domestic violence and neglect and report such findings to my superior. ● Provide counselling services for individuals and families. ● Kept proper records of all patients who required the services of the office. Tools and Skills used Microsoft Word, Microsoft Excel, Empathy, Communication, Listening and Keen to Details. Education University of Abuja B.SC Sociology Sep 2016 - Oct 2019 Licenses & Certifications Professional Medical Services—Outsource Global. Volunteering Experience and Skills Rockians Medical Foundation Rockians medical foundation is a health care provider that assists the less privileged by providing free health care and relief material. Activities: ● I worked with my team to organize outreaches that works in line with the mission of the foundation. ● I managed and accounted for the materials that were distributed, making sure the records tally and reporting to my superior. Skill/Tools: ● Management, Organization, Critical Thinking. ● Writing, Proofreading and Public Speaking .