Mbanefo Sochinenye Maureen

MBANEFO SOCHINENYE MAUREEN Keffi Nasarawa State, Nigeria TEL: -, Email:- PROFESSIONAL SUMMARY A seasoned Actuary and Customer support Representative with over 3 years of post-degree experience spanning multiple sectors of business and industries. A result-oriented team-builder and player with solid interpersonal skills and an excellent communicator with a flexible approach to work. I have a good experience in Customer Service, Call Center Operations, issues handling and Conflict Resolution. SKILLS ● ● ● ● ● ● ● ● Good Customer service approach. Issues and Conflict Resolution. Work Relationship Management. Customer Value Management and Retention. Problem-Solving Skill Leadership Skills Time management Readiness to learn ● Knowledge of Customer Relationship Management Tools. ● Software skills- MsWord, Excel, PowerPoint, zoom, google suite, Trello, ChatGTP, Loom. ● Multi-Tasking Skill ● Excellent Communication Skill ● Interpersonal skills WORK HISTORY 04/2022 to current 03/2020 to 04/2022 Career Break | Remote ▪ An intentional pause to focus on Full-time caregiving and household managing; Excited and energized to return to work. ▪ Proactively pursuing certifications in Google (Coursera), Alison and Udemy via remote study. ▪ Engaged in professional skill-building to increase knowledge of remote communication and project management programs like Zoom, Loom, Google Workspace, Hubspot, Trello. Customer Care Representative | Team Supervisor iSON xperiences (MTN) – Ibadan, Oyo State. ■ Maintained call center daily operations such as call handling, issues resolution, call auditing and issues escalation if required ■ Worked from home (Remotely) as an Independent Customer Support Agent during Covid’19 lock-down for several months. ■ Supervised team members to meet quality and productivity standards. ■ Supported team members by serving as a reliable source of information and attending to difficult customer situations ■ ■ ■ ■ ■ ■ 11/2018 to 06/2019 Encouraged team members to meet deadlines on daily assigned workload (daily KPI). Ensured that quality standards and targets are in place and clearly communicated; implement and monitor them to ensure they are achieved. Communicated and escalated any network and systems error to the relevant team where appropriate within predefined procedures and turnaround time. Monitored escalations, ensured timely closure and worked towards reduction in escalations. Coached, motivated and evaluated agents; guiding them on call handling and telephone skills. Identified skill gaps and initiated skill development programs for team members. Sales Representative | Secretary Leo Computers Nigeria Ltd – Lagos Island, Lagos State. ● Overview of responsibilities: Business growth and sales, customer service, business analysis and management. ● Kept records of stocks, and financial statements. 06/2019 to 05/2020 Mathematics Tutor (NYSC) Eleyele Secondary School– Ibadan, Oyo State. ● Taught Mathematics to over 50 students from the given syllabus, compiled and made notes from multiple sources including textbooks, online sites and materials. ● Assessed student comprehension through regular quizzes, tests and assignments. ● Tracked students' academic progress using digital charting tools like Microsoft Excel. ● Organized and coordinated after school tutorials to help students in need of extra attention. INDUSTRIAL TRAINING 10/2017 Marketing Trainee AIICO Insurance Plc. - Lagos State. ● Sales and Marketing of insurance policies ● Cash receipts and disbursements. 08 to 09/2017 Underwriting Trainee Great Nigeria Insurance Ltd - Rivers State. ● Engaged in Surveys and modeling of Risks ● Underwriting of insurance policies EDUCATION 2014 to 2018 Bachelor of Sciences: Actuarial Science University of Benin, - Benin City, Edo State 2014 to 2018 West African Senior Secondary Certificate Examination Redemption Model Secondary School, - Anambra State.