Susan Iyamu

- SUSAN IYAMU - CUSTOMER SERVICE MANAGER House 27, Number One Estate, Apo, Abuja Profile Experience Experienced customer success enthusiast dedicated to enhancing customer satisfaction and fostering positive experiences through outstanding service. My experience in an NGO and property management has helped me hone the skills necessary for resolving customer complaints and promoting conflict resolution. I am proficient at building working relationships with clients and teammates. I have successfully leveraged extensive administrative expertise, aligning it with business goals to elevate operational effectiveness by 55% and enhance overall efficiency. I am accustomed to working on multiple projects simultaneously. PCF Management February 2020- May 2024 Customer Experience Manager (Remote) Provided customers with product and service information. Scheduled internal technicians for maintenance requests and managed invoices, bills and receipts. Managed external vendors for maintenance requests with respect to large scale contracts. Mediated between HOAs, Owners and Tenants on violations and Rental licenses. Identified, researched, and resolved customer issues using the computer system and a defined set of workflows and macros. Maintained quality control/satisfaction evaluations, constantly sort new ways to improve customer service. Providing guidance to application software users through features and functionalities and recommending solutions. Attended to customer inquiries and complaints via email and live chat. Scheduled 6 Months evaluations and provided reports to owners. Managed Home warranty requests and coordinated repairs and new installations. Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations. The RCCG (NGO) January 2016- January 2020 Executive Assistant (Remote) Successfully migrated software and application remotely, while aligning with other teams to ensure a smooth transition. Managed onboarding on the use of remote tools for executives. Provided information to local communities to whom we offer environmental, social, advocacy, and human rights support. Participated in weekly team meetings with the provincial executives and other leaders; generated agendas, recorded minutes, and followed up on action items. Maintained a multidimensional complex calendar for events and created highly effective organized operations. Prioritized emails, received incoming calls, and scheduled board and foundation meetings. Booked meetings, travel, and hotel accommodation for visiting executives and regional leaders, saving overhead expenses by $3000 per month. Displayed an unwavering commitment to the provincial executive and provided the necessary assistance to facilitate his day-to-day tasks and activities and improved his working time on strategic goals by 30%. Collaborated with the media team on video campaigns and jingles to create awareness. Typed memos, email correspondences, reports and other documentation including follow-up letters to third-party contractors. Provided information for queries concerning counselling, health, financial welfare, education and rehabilitation. Maintained and updated documentation with a user-friendly electronic filing system, which reduced file retrieval time by 42%. Created smart labels for sorting emails, and set up reminders for birthday greetings, appointments, follow-ups, team and board meetings. Education BSc. Industrial Mathematics University of Benin, Benin City Diploma in Data processing University of Benin, Benin City Reference Mena Eleluwor PCF Management- IT Proficiency Windows, Googlesuite, Propertymeld, Propertyware, Companycam, Nextiva, Booking.com, Calendly, Gantt Chart, Discord, Zendesk, Trello, Zoho, Asana, Sprout Social, Hootsuite, Shopify, Process St., Socialbee, Todoist, Basecamp Hobbies Hiking Music