Rosemary Orjiugo

. . Rosemary Chiamaka Orjiugo Luton, United Kingdom -- in/rosemary-chiamaka-orjiugo-b1 SUMMARY Project Manager with expertise in CRM automation and IT systems. Skilled in managing cross-functional teams, optimizing processes, and delivering projects on time. Experienced in project planning, risk management, and driving efficiency through data-driven solutions. Passionate about leveraging technology to achieve business success and improve operational workflows. EXPERIENCE CLIENT SERVICES ASSISTANT March 2024 - Present, Hemel Hempstead, UK Britvic soft drink • Greeted and assisted 50+ guests and visitors daily, delivering a professional and welcoming experience to enhance client satisfaction. • Managed high volumes of phone inquiries, resolving 98% of customer queries within 24 hours and maintaining a 95% satisfaction rate. • Streamlined office supply management processes, reducing supply shortages by 20% and ensuring uninterrupted daily operations. • Maintained accurate daily attendance records for 100+ on-site staff, contributing to a safer workplace. • Oversaw issuance of 50+ ID cards and security passes monthly, enhancing access control and reducing processing errors by 10%. CUSTOMER SUCCESS ASSOCIATE November 2022- December 2023, Lagos, NG 1751 MEDIA • Developed and maintained a comprehensive customer database, increasing product value proposition by 6% through data-driven insights. • Designed and implemented training programs, onboarding 20+ new team members, and increasing payroll software adoption by 25%. • Leveraged Freshdesk and Zendesk to manage 200+ customer complaints weekly, reducing response times by 25%. • Partnered with cross-functional teams to resolve complex customer issues, boosting retention rates by 20%. CUSTOMER SERVICE REPRESENTATIVE Abraham Freeman Ventures November 2020 - September 2022, Lagos, NG • Resolved 100+ customer inquiries daily via Zendesk and Freshdesk, achieving a 95% satisfaction rate. • Devised 3+ impactful communication strategies using Microsoft Teams, improving information flow and collaboration by 30%. • Improved service quality by evaluating feedback and increasing service metrics by 15%. • Boosted customer retention rates from 37% to 50% by leveraging Salesforce and HubSpot. CUSTOMER OPERATIONS SPECIALIST Federal Airport Authority January 2020 - November 2020, Lagos, NG • Processed over 60 payment invoices daily with 100% accuracy, ensuring compliance with corporate policies. • Managed issuance of 30+ invoices and debt recovery files daily, improving satisfaction rates by 20%. • Reconciled daily transactions, maintaining balanced accounts and adhering to financial protocols. • Exceeded quotas for calls and emails, resolving customer issues with 95% first-contact resolution. CUSTOMER ENGAGEMENT INTERN Nigerian Ports Authority • Increased response efficiency by 25% through the development of customer support materials. January 2017 - December 2017, Lagos, NG • Enhanced ticket management processes, reducing inquiry resolution times by 30%. • Supported social media campaigns, achieving a 40% increase in customer interactions and elevating brand awareness. PROJECTS QR Code Parking System Implementation Britvic Soft Drinks UK • July 2024 - September 2024 • Spearheaded the implementation of a QR code-based car registration system, improving parking space allocation for 200+ employees. • Streamlined the process for submitting parking requests, reducing processing time by 40% compared to the previous manual system. • Collaborated with security and facilities teams to integrate the system with existing access control processes, achieving 99% accuracy in parking assignments. • Conducted a training session for 30+ staff members on the new system, resulting in 90% adoption within the first month of implementation. • Reduced administrative errors by 15% by automating the registration and approval workflow. Not Too Young to Code Initiative HK CONSULTING • December 2023 - May 2024 • Spearheaded the implementation of a QR code-based car registration system, improving parking space allocation for 200+ employees. . . • Streamlined the process for submitting parking requests, reducing processing time by 40% compared to the previous manual system. • Collaborated with security and facilities teams to integrate the system with existing access control processes, achieving 99% accuracy in parking assignments. • Conducted a training session for 30+ staff members on the new system, resulting in 90% adoption within the first month of implementation. • Reduced administrative errors by 15% by automating the registration and approval workflow. EDUCATION Master of Science (MSc) in IT and Project Management University of Bedfordshire • Luton, United kingdom • 2024 • Expected Graduation: [July 2024] Bachelor of Science (BSc.) in Mass Communication Caleb University, Lagos, Nigeria • 2015 – 2019 CERTIFICATIONS Software Project Management Foundations LinkedIn Learning (2024) • 2024 Advanced Microsoft Excel Udemy Learning • 2023 Advanced Microsoft Word Udemy Learning • 2023 Customer Relationship, management and Comptia project + New Horizons Computer Learning Centre • 2019 SKILLS SKILLS • Project Management & Planning • CRM Systems: Salesforce, HubSpot • Risk Management & Mitigation • Cross-functional Team Collaboration • Customer Support: Zendesk, Freshdesk, Intercom • Data Analysis & Reporting • Process Optimization • Strong Communication & Problem Solving