Olivia Toby

OO OLIVIA OBIAZI TOBY GRA Port Harcourt Rivers State-/ - PROFILE Results-driven and versatile professional with a proven track record in customer service, human resources, and administrative roles across multiple industries. Adept at handling high-volume customer inquiries, optimizing HR operations, and streamlining administrative processes to enhance efficiency. Skilled in CRM systems, recruitment, payroll management, and digital tools, ensuring seamless workflow and compliance. Recognized for strong problem-solving abilities, adaptability, and a customer-centric approach that drives satisfaction and business growth. Committed to continuous learning and delivering excellence in dynamic work environments. FIELDS OF COMPETENCE Customer Relationship Management (CRM) Systems Performance Management Adaptability Compensation & Benefits Administration Data Entry & Analysis Digital Literacy Strong Work Ethic Cross-Selling & Up-Selling Recruitment & Staffing Information & Communications Technology (ICT) Communication & Problem-Solving Customer-Centric Mindset CAREER HISTORY Customer Service / Call Agent / Specialty Life Insurance 02/2024 - Current Handled an average of 100+ inbound and outbound calls daily, providing exceptional customer support and policy guidance, leading to a 25% increase in customer satisfaction scores. Successfully converted 30% of inquiries into policy enrollments, exceeding sales targets and contributing to a 15% revenue growth within the department. Resolved 90% of customer concerns on the first call, minimizing escalations and improving overall retention rates by 20%. Maintained a 98% accuracy rate in processing policy applications, documentation, and client data, ensuring compliance with company and industry regulations. Customer Service / Admin Assistant / Rivers State Internal Revenue Service 04/2023 - 11/2023 Managed and resolved 100+ customer inquiries daily, improving response time by 40% and enhancing taxpayer satisfaction. Processed and verified 500+ tax documents monthly, ensuring 99% accuracy in compliance with state regulations and financial records. Streamlined administrative operations, reducing paperwork processing time by 30% through effective recordkeeping and digital system integration. Coordinated meetings, schedules, and reports for senior officials, increasing office efficiency and reducing missed deadlines by 25%. Human Resource / Admin / Vienna Interiors 01/2021 - 10/2022 Managed end-to-end recruitment and onboarding for 50+ employees annually, reducing hiring time by 35% through efficient talent acquisition strategies. Oversaw payroll processing and benefits administration for 100+ staff, ensuring 100% compliance with labor laws and company policies. Implemented employee engagement initiatives, boosting staff retention by 20% and improving workplace satisfaction scores. Optimized administrative operations, cutting office expenses by 25% through vendor negotiations and process automation. Customer Service / Nando Homes 02/2019 - 11/2020 Managed 80+ client inquiries daily, achieving a 95% customer satisfaction rate by providing prompt and accurate information on property listings and services. Facilitated property viewings and client consultations, contributing to a 30% increase in successful lease and sales transactions. Resolved customer complaints efficiently, reducing escalation cases by 40% and improving overall client retention. Maintained detailed records of client interactions and transactions, enhancing database accuracy and streamlining follow-ups by 25%. EDUCATION Bachelor of Science: Marketing Rivers State University - Nigeria Focus of Study: Marketing Under Management 01/2021 PROFESSIONAL CERTIFICATION Alison: Fundamentals/Diploma In Human Resources, 2021, Human Resource Allison: Diploma In Customer Service, 2021, Customer Service ALX, 2020, Virtual Assistant Grow with Google, 2020, Google Workspace Administrator FIELDS OF COMPETENCE Address customer issues via Zendesk, Salesforce, CRM HubSpot, Live Chat, and Email. Provide detailed information about products, services, pricing, and usage via phone and email. Offer in-depth explanations of product features, pricing, and benefits to customers. Craft detailed job descriptions for vacant positions and manage the recruitment process via Emails, Google Meet, and Zoom. Oversee the performance evaluation process, provide feedback, and set goals for employees through Performyard. Manage payroll processing, ensure fair compensation, and conduct salary benchmarking for all staff.