Nndunno Akwaras

 Name: Nndunno Asheku Akwaras Location: Makurdi, Nigeria | Email: | Phone: - Professional Summary A committed physician with fundamental transferable skills, experience in healthcare administration and administration, adept at leveraging information technology (IT) to enhance operational efficiency and patient satisfaction. Excellently skilled at client relationship, teamwork, problem-solving, and communication. I have proven project management abilities, effectively lead multidisciplinary teams, oversee clinical operations, academic training and publishing of academic papers. Proficient in customer service, ensuring patient satisfaction through empathetic communication and streamlined processes. Expertise in virtual assistance which enables seamless coordination of telemedicine services, referral services, remote consultations and improved accessibility for underserved populations. Adept in project management, leading technology-driven initiatives such as hospital information system (HIS) upgrades and data analytics using Microsoft excel and SPSS for clinical decision-making. A visionary physician who does not shy away from incorporating IT into delivering quality assured care while maintaining compliance with healthcare standards and regulations. SKILLS Proficient in the use of project management softwares such as Trello, Asana, Microsoft Teams, Nifty, and Zoho. Proficient in the use of CRM tools such as Zendesk, Freshdesk, Intercom, and Hubspot. Knowledge of video conferencing tools such as Zoom, Google Meet, Microsoft Teams, and Skype. Communication skills: strong written and verbal communication, including the ability to interact with a diverse range of customers. Ability to build and maintain client relationship Time management: Ability to meet deadlines, prioritize tasks, and manage schedules effectively Problem-solving: resourcefulness and adaptability to solve unexpected issues. Leadership: the ability to provide guidance and direction to a team. Attention to detail: Accuracy in handling data, documents, and confidential information Proficient in the use of office software tools such as Microsoft Office Suite, email clients, and document management systems. Lead Generation Strong knowledge of email marketing tools: Apollo.io, Mailchimp, and SendinBlue Setting up and optimizing systems and campaigns to generate inbound leads through company website forms, gated content, SEO, advertising, events, etc. PROFESSIONAL EXPERIENCE Customer Service Representative AceAfrica Digital Academy,Abuja,Nigeria. Jan 2024-Dec 2024 Successfully resolved over 100 customer complaints, troubleshot about 85% of the issues, and closed over 60 sales. Provided outstanding customer service, handled data entry, and processed multiple orders for clients, exceeding all customer service expectations. Possessed a thorough understanding of marketing and negotiation skills with excellent product knowledge to enhance customer support. Built strong relationships with customers to provide an optimal customer service experience. Addressed customer service inquiries quickly and accurately. Referred customers to team leaders and expert advisers for complex inquiries. Handled high-volume telephone calls to address and resolve customer queries. Monitored email to promptly collect and respond to complaints. Kept an organized calendar and set up new appointments for field personnel to resolve issues. Processed refunds, exchanges, and service requests for customers. Medical Superintendent Comprehensive Health Centre, Makurdi, Nigeria Jan –Dec 2018 Trained staff to enhance the skills and knowledge of healthcare workers, deployment of electronic health record, fostering a motivated and competent workforce. Facilitated increased public awareness of community around the hospital on the available services resulting in increased antenatal, childhood immunization, family planning services, HIV clinic attendees. Community health promotion: Initiated outreach programs to educate the surrounding community on preventive healthcare, sanitation, and nutrition, thereby building rapport and trust with the host community. Leadership in clinical operations: led and co-ordinated medical services, ensuring high standards of care and smooth functioning of clinical workflows. Patient-Centered Care: Fostered a culture of empathy and respect among staff, ensuring patients feel valued and cared for at every stage of their treatment. Carried out health related research. Quality assurance: regularly evaluated and improved the quality of care provided, ensuring compliance with national healthcare standards and protocols. Continuous feedback mechanisms: Implement systems for gathering and acting on patient feedback to enhance satisfaction and improve hospital services. Director of Training Federal Medical Centre, Makurdi, Nigeria Jan 2019- date Ensuring the training of specialist physicians in Family Medicine follows the National curriculum integrating theoretical knowledge, clinical skills, and procedural training relevant to the resident doctors’ roles. Ensure mentoring of residents, offering career advice, academic support, and personal guidance. Oversee residents’ performance during clinical rotations, administer formative and summative assessment to monitor their progress regularly. ACCOMPLISHMENT During my work with AceAfrica Digital Academy, Abuja, Nigeria Customer Satisfaction Focus: I conducted thorough customer follow-up calls, ensuring satisfaction with company products and services, and cultivating lasting positive relationships with clientele. Product promotion: successfully implementing up-selling strategies, motivating customers to upgrade their current product plans, and contributing to increased sales revenue. Effective Problem Resolution: I resolved product issues through consumer testing, demonstrating a proactive approach to identifying and addressing customer concerns. In my other jobs: I achieved increase in antenatal, childhood immunization, family planning services, HIV clinic attendance 90% success rate of resident doctors at National qualifying examinations 100% timely completion of training rotation by residents EDUCATION 1. PhD, Human Physiology- 2024 2. M.Sc Public Health- 2024 3. Fellowship in Family Medicine (FMCFM)- 2020 4. M.Sc Human Physiology – 2019 5. Bachelor of Medicine and Bachelor of Surgery- 2008 6. West African Senior School Certificate Examination - 1998 REFEREE 1. Dr Daniel Aondona David, Consultant Family Physician, Federal Medical Centre, Makurdi, Nigeria. Phone number-,- REFEREE 2. Dr De-kaa Lawrence N. Consultant Family Physician and Head of Department, Family Medicine, Federal University of Health Sciences, Otukpo, Benue State, Nigeria, Phone number-,-