Winifred Izims

WINIFRED IZIMS Abuja, Nigeria | Skype: Izims Winny- |- Dynamic professional with 7+ years in customer service and operations management, exceeding targets and maintaining high satisfaction across diverse industries. Skilled in leadership, communication, and problem-solving. Proactive team player committed to integrity and continuous improvement. Expertise in data entry with high accuracy and management of sensitive information. PROFESSIONAL EXPERIENCE CUSTOMER EXPERIENCE AGENT (REMOTE) MRO | Los Angeles, CA May 2022 – June 2024 Successfully delivered exceptional customer service via social media channels, leading to enhanced customer satisfaction scores and increased brand loyalty. Managed customer concerns through chat tools, tickets, and email, prioritizing engagement and elevating the overall customer experience. Analyzed customer feedback and data to identify trends, opportunities for improvement, and actionable insights driving business growth. Provided accurate quotes and effectively communicated product/service details, terms, and conditions tailored to client needs. DATA ENTRY SPECIALIST (REMOTE) MDB | Los Angeles, CA September 2023 – April 2024 Entered and updated customer information into company database with a high degree of accuracy. Managed data files and maintained confidentiality of sensitive information. Utilized Microsoft Excel and other CRM systems to organize and process data efficiently. Collaborated with team members to ensure timely completion of projects. CUSTOMER SERVICE SUPERVISOR Outsource Global | FCT, Abuja October 2020 – April 2022 Led a team of 70+ agents, overseeing daily operations, monitoring call quality and adherence to banking regulations, and ensuring exceptional customer service. Implemented performance metrics, coached team members to achieve KPI targets, and collaborated across departments to resolve escalated issues. Provided support to frontline staff, ensured compliance with legal requirements, and compiled EOD reports to communicate improvement areas to managers and stakeholders. TEAM LEADER Outsource Global | FCT, Abuja November 2018 – September 2020 Managed performance of a team comprising 35 agents, ensuring adherence to service level agreements and quality standards. Evaluated calls, provided coaching and training to enhance agent performance and customer satisfaction scores. Implemented process improvements that reduced average call handling time by 20% and increased first-call resolution rates by 15%. Fostered a cohesive team environment and consistently achieved departmental KPIs. CUSTOMER SERVICE REPRESENTATIVE Outsource Global | FCT, Abuja March 2018 – October 2018 Effectively managed inbound customer inquiries, ensuring high satisfaction with empathetic communication. Utilized CRM to document interactions and efficiently resolve issues, including prequalifying individuals for Medicare health benefits and insurance. Collaborated closely with team members to ensure seamless customer experiences and contributed to achieving departmental service level targets. ADMINISTRATIVE OFFICE ASSISTANT Ministry of Investment, Commerce and Co-operative | Suleja, Niger December 2016 – October 2017 Scheduled appointments and meetings, managed office supplies, and maintained inventory. Handled correspondence, prepared reports, presentations, and maintained filing systems with high accuracy and confidentiality. Assisted in organizing company events and supported executive staff, ensuring smooth daily office operations. OFFICE ASSISTANT JMJ Business Center | Port Harcourt, Rivers August 2010 – April 2012 Specialized in typing, printing, and photocopying documents with meticulous attention to detail. Organized and maintained both physical and digital filing systems for efficient information retrieval. Provided essential office equipment and materials to support daily operations. Prioritized tasks, managed deadlines, and delivered exceptional administrative support, enhancing overall office productivity. ENGLISH TUTOR (REMOTE) Engoo | Manila, Philippines May 2021 – Jun 2024 Provided personalized instruction in grammar, vocabulary, reading comprehension, and writing to students of diverse ages and proficiency levels. Helped students enhance English language skills, achieve higher exam grades, and build confidence in speaking and writing through conversational techniques. Assessed student progress, offered constructive feedback through lesson notes, and cultivated a supportive learning environment. EDUCATION B.A HISTORY AND INTERNATIONAL RELATIONS Veritas University Abuja, NG August 2012 - August 2016 IT ESSENTIALS Cisco Networking Academy July 2015 - August 2016 CERTIFICATE IN OFFICE 2007 The Academic Council of NIIT February 2012 SWIFT OFFICE EDGE - PROFICIENCY IN ADVANCED OFFICE APPLICATIONS The Academic Council of NIIT February 2012 SKILLS • • • • Exceptional communication Critical thinking and problem solving Operations Management Data Entry with High Accuracy ACCOMPLISHMENTS SUPERVISOR OF THE MONTH Outsource Global | November 2021 MOST IMPROVED LEADER Citizens Disability | July 2021 MEDICARE TOP TEAM LEADER Citizens Disability | July 2021 GOLD CERTIFICATE OF EXCELLENCE March 2020 Outsource Global | March 2020 TOP TEAM LEADER Citizens Disability | February 2020 CERTIFICATE OF EXCELLENCE Outsource Global | May 2019 Employee of the Month Outsource Global | October 2018 CERTIFICATE OF SERVICE Ministry of Investment, Commerce and Cooperatives | December 2016 CERTIFICATE OF NATIONAL SERVICE National Youth Service Corps | October 2017 • • • • Negotiation and Diplomacy Detail oriented Confidentiality and Compliance Expert in English