Okum Joy Oyinpreye

Joy Okum Customer service Representative GENDER : DOB: Female 28th October, 1996 Citizenship: Nigeria State of Origin Bayelsa state. PERSONAL STATEMENT: Dynamic candidate with experience performing end-to-end quality control measures to ensure product reliability and customer satisfaction. Proven track record in identifying and resolving defects, as well as setting up quality control systems. Possesses strong technical, analytical, and problem-solving skills to identify and rectify potential issues. Professional Experience Contact gmail:-Phone number:- linkden:www.linkedin.com/in/jaisycollins Skills .Office Management .Customer Service .Quality Control .Market Research .Business Correspondence Data .Microsoft Office .Regression Testing .Automated Software Testing .Digital Marketing .Copywriting Languages .English Page 0 of 4 CUSTOMER SERVICE REPRESENTATIVE RINGO TELECOMS Feb 2021 - Sep 2022 ● Answered customer questions about policies and procedures with a friendly and knowledgeable approach. ● Investigated and resolved customer concerns related to order inquiries and delivery tracking. ● Maximized satisfaction by anticipating needs and consistently offering expert support. ● Collaborated across departments to resolve customer-related issues. ● Collaborated with colleagues and co workers to deliver quality customer experience ● Delivered fast and friendly service to handle questions and service complaints. ● Determining charges for services requested, collecting deposits and payments, or arranging for billing.                  To provide sales support services in terms of time processing of orders as well as the management of accounts of all Trade Partners, Corporate Partners and Connect Stores Extract value from what we already have by focusing on -optimizing processes within the Unit/Department in line with the value creation philosophy. This includes individual contributions and recommendations to improve existing business project/initiative. Drive Innovation by identifying and taking advantage of new business opportunities, e.g., by stimulating and encouraging new business opportunities, launch of products, product/process innovation, business model innovation etc. Provide feedback on consumer usage and perceptions of MTNN product and services for product evaluation and business development Report on competitor activities regarding retail sales and services within the regions Maintain brand alignment in rendering sales and services in service centre environment. Assist the Customer Care Manager in the implementation of service initiatives. Supervise account setup and data entry vigilantly for customers Co-ordinate document vetting activities, ensuring the completeness and accuracy of all documents and information. Manage customer retention/ loyalty through various initiatives e.g., in-store promos, etc. Assist in monitoring customer relationship management (CRM) operations, identifying trends and delivering optimum service to customers. Ensuring Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues. Ensure adherence to schedules and other defined rules and regulations within the assistance centre and that procedures are followed to promote meaningful communications between customers and the business Complete dissemination of relevant information to Customers Assist in design, review and update of processes, policies and procedures (PPP’s) in line with organizations value proposition and communicate service standards to the operations so that quality customer satisfaction is achieved. Assist in carrying out customer related research and assist in coordinating customer satisfaction index and brand perception survey. Promoting requirements and techniques and approaches required to optimize services. QA Engineer TRANSFER BOSS LTD Jan 2021 - Apr 2023 ● I identified characteristics and processes critical to production success, error control and defect elimination. ● Apply quality engineering principles throughout the Agile product lifecycle, also design and develop automation scripts when needed. ● Reduced risks and enhanced control change management teams and I drove transparency and improved compliance by compiling data. ● Collaborate closely with other team members and departments to execute all levels of testing (System, Integration, acceptance and Regression). TEACHER POTTER’S HAND SCHOOL Feb 2019 - Jul 2020 • Reviewed curriculum and devised alternate approaches to presenting lessons to increase student understanding. • Collaborated closely with staff to create cross-curricular lessons throughout the year, graded assignments quickly to assess student progress and communicate results with students and parents. Page 1 of 4 • Fostered meaningful relationships among students through student field trip excursions and teamwork projects. • Administered assessments to determine each student's specific educational and social needs. ASSISTANT EDITOR ANAMBRA BROADCASTING SERVICE (ABS TV Awka) JAN 2018-OCT 2018           Collaborate with the editor-in-chief to research and plan new articles Commission articles Liaise with team members (e.g. writers, reporters and photographers) ensuring deadlines are met Write and edit pieces Proofread and check articles for accuracy Suggest possible sources and improvements for pieces Choose supporting material, like images and illustrations Follow current events and developments and suggest original ideas Use social media and SEO to draw attention to articles Provide administrative support to the editor-in-chief FRONT DESK MANAGER ADMORE HOTELS AND SUITES AWKA Jan 2018 - Jan 2019 • Answer and direct incoming calls, Inform guests of hotel rates and services. • Manage conference room bookings and scheduling, and also provided accurate information about local attractions and services. • Make and confirm reservations for guests, Complete and maintain any incident reports, daily activity reports or other reports requested by management. • Liaise with necessary staff including housekeeping and maintenance to address any problems or complaints made by guests. RADIO CO-HOST GLORY FM 97.1, EKEKI BAYELSA Sep 2015 - Dec 2016 • Checked weekly themes and guest availability to write scripts before going on-air. • Engaged with listening audience through telephone calls and personal commentary on musical selections, political happenings and other items of interest. • Found, researched, fact-checked and wrote scripts for relevant topics in local news. • Stayed up-to-date on all NBC requirements for various programme , adapting stories and production content accordingly. Page 2 of 4 olaris Bank Yes Center Catilas Resources Ltd Aug 2023 -Jan workload 2024 and CALL • Organized media files and created a support system to decrease increase the productivity of CENTER REPRESENTATIVE superior personnel. (Social media and In bound SALES AND DELIVERY MANAGER department) COLLINS PLASTIC STORES May 2011 Aug 2015 • • Provide excellent customer service with great attention to Evaluated inventory and delivery needs, optimizing strategies to meet customer demands. detail • Maintained routine communication with customers to assess overall satisfaction, resolve complaints and promote new offerings. • Utilized various sales techniques to develop relationships with customers and drive sales, Contacted satisfied and comments posted on the customers to offer additional services. • Communicated with customers to understand their needs and recommend appropriate solutions and • Reply to customer queries company’s social media page. Responded to telephone and in-person requests for information. Polaris Bank Yes Center Catilas Resources Ltd • Resolve customer inquiries efficiently and quickly via social media based within the scope of work Aug 2023 -Jan 2024 • Review social media posts to ensure that all inappropriate Provide excellent customer service with great attention to detail content is removed and all Reply to customer queries and comments posted on the company’s social media page. queries are answered CALL CENTER REPRESENTATIVE (Social media and In bound department) • • • Resolve customer inquiries efficiently and quickly via social media based within the scope of work • • Knowing Review social media posts to ensure that all inappropriate contentcompany is removed andproducts all queries are answered • and services to customers effectively Knowing company products and services to effectively communicate with and -provide them with the correct resolution communicate with customers • andmedia -provide them and with the Staying informed on all the current and latest social trends, innovations, changes • Monitoring social media channels for mentions of the company’s products or services • Collaborating with other departments to develop content for social media platforms • Posting original content to social media platforms such as Facebook, Twitter, Instagram . • correct resolution • Staying informed on all the current and latest social Monitoring online conversations about the company or brand for negative or positive comments. media trends, innovations, and changes Duties as an Inbound Call center Rep • • • Page 3 of 4 Monitoring social media Answering incoming calls: They are responsible•for answering incoming calls promptly and professionally, ensuring that customers receive the highest level of service. for mentions of the channels company’s products or using their knowledge Resolving customer issues: They also focus on identifying and resolving customer issues, and training to provide timely and effective solutions. services Providing information: Another core area of responsibility for call center agents is providing accurate and timely information to customers. This includes •key product details, servicewith offerings, pricing, and other relevant Collaborating other information. departments to develop content for social media • Upselling and cross-selling: Unknown to many, inbound call center agents are also responsible for identifying opportunities to upsell and cross-sell products and services to customers, increasing revenue and promoting customer loyalty. • Documenting calls: In order to ensure that customer information is accurate and up-to-date, agents are responsible for documenting calls in the call center software. • Following scripts: Call center agents may also be required to follow specific scripts or call flows when handling certain types of calls or customer inquiries. • Meeting performance metrics: These agents are also responsible for meeting specific performance metrics, such as call volume, call quality, customer satisfaction, and sales targets. • Participating in training: Finally, agents may be required to participate in ongoing training to improve their skills and knowledge, ensuring that they are able to provide the best service to customers. Educational History NYSC Certification National Youth Service Corps (Editor at ABS - Anambra Broadcasting Service, awka Nov 2017 - Nov 2018 Bachelor of Arts in English and Communication studies Federal University Otuoke Jul 2012 - Sep 2017 Certification Customer Service Certification Lagos Aviation Academy Sep 2019 Awards & Recognition Best Student in English The Registrar, Federal University Otuoke Aug 2017 References Ugo Diselemi Transfer Boss Cecil Ltd - Agu Oluwabunmi POTTER’S HAND SCHOOL- Columbus Okum COLLINS PLASTIC STORES -- Bashiru Kuti, RECRUITMENT OFFICE Page 4 of 4 - - Page 5 of 4