Ngozi Chinedum Ikpa

 Chinedum Ikpa, Ngozi A. Enthusiastic customer service professional with over ten years’ experience in exercising diplomacy to respond to all types of customer inquiries. Seeking to leverage my skills and experience to improve clients’ satisfaction to further enhance positive feedback, return transactions, referrals while maintaining the highest level of customer service. 12 Mobolaji Bank Anthony Way Maryland ,Ikeja Lagos Contact on request 0803.- EDUCATION MIHR {International Human Resource management} Rome Business School Nigeria October 2023 Rivers State Polytechnic Bori Rivers State 2010 SKILLS Customer Satisfaction Empathetic & Courteous Detail oriented Microsoft word Complaint Resolution Effective Communication Teambuilding Self-motivation CERTIFICATION Project management professional Institute ( PMPI) Strategies for Effective Execution of Regulatory Legislation in Nigeria. 2014 Work Ethics and Etiquette for Organizational Competitiveness. 2017 Plant training for enforcement officers of the Fund. 2016 REFERENCES Available on request. WORK EXPERIENCE Customer Service Supervisor Nigeria Social Insurance Trust Fund, Lagos, Nigeria February 2020 – Current Effectively supervised day-to-day front-end operations of the department. Implemented ambitious customer satisfaction goals, and better-enabled customer service staff to effectively meet the set goals. Created, edited, and altered customer service strategies and procedures in agile manner to best deliver a satisfying experience for all customers. Managed and updated the customer loyalty program. Reduced customer service query resolution time by 50%. Achievement Helped to resolve a recurring complaint by analyzing reports and identifying a major process bottleneck which led to a 70% reduction in the number of tickets for this specific issue. Customer Service Representative Nigeria Social Insurance Trust Fund, Lagos, Nigeria February 2017 – January 2019 Resolved in person/ call- in enquiries from customers in a courteous and empathetic manner. Conducted continuous Customer surveys. Investigated complaints regarding the establishment's services and policies. Triaged incoming calls and escalated calls when necessary, reducing the average time of resolution by 20%. Prepared monthly reports on internal and external customer satisfaction. Maintained customer retention rate 30% above the company average. Enforcement officer Nigeria Social Insurance Trust Fund, Lagos, Nigeria November 2013– April 2014 Identified unregistered employers and distributed statutory forms for proper dissemination of information. Registered new employers in a manner that ensures compliance to the gazetted ECA2010. Scheduled visits to registered non-complying employers and organized enlightenment visits for employers/employees. Worked in collaboration with core departments to conduct assessments of employers. Exceptional at managing difficult clients using organization, record keeping, tracking, courtesy visits and calls as tools to improve client satisfaction. Administrative department Nigeria Social Insurance Trust Fund, Lagos, Nigeria Worked as an admin officer of one of the branches of the fund Managing office operations, ensuring that the office operate smoothly. This includes managing office equipment, supplies, and maintenance. Managing communication, ensuring that all communication is professional and efficient, also manage incoming and outgoing mails and emails. Managing human resources, assist in onboarding new employees. Manage employees’ files and records, monitor attendance and vacations leave and ensure proper documentation. Account Department Nigeria Social Insurance Trust Fund, Lagos, Nigeria Achievements Completed a monthly average of 15 companies’ registrations from registration to compliance. Reduced overhead cost of visiting clients from 15% to 10% by maximizing the use of calls and delivery of documents through logistics companies while saving time and resources. Account and reconciliation officer Odi- olowo local government (Lagos State Government) March 2012 to July 2013- May 2015 Reconciling accounts and statement to ensure accuracy and identify any discrepancies. Managing and processing invoices, expense reports, and other financial document Computer Analyst Jenerich Computers (IT) Aba, Abia state Nigeria September 2007 to July 2008 Providing technical support to computer users. Maintaining computer systems and updating software and hardware as required. Conducting computer backups and data recovery when necessary. Monitoring network infrastructure and resolving network issues. Troubleshooting computer problems and determining solutions. Conducting routine system maintenance and upgrades. Installing hardware and software on computer system. Setting up and configuring networks for computer systems.