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Customer Service Human Resource

Capitol Heights, Maryland, 20743, United States
January 09, 2018

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**** ******* ******

District Heights, MD 20747



A detailed-oriented and organized self-starter, able to strategize, accomplish multiple tasks, establish rapport with members of diverse groups, skilled at synthesizing and editing information to achieve overall objectives.


Bowie State University, Bowie.

2015- 2017 Master of Arts in Human Resource Development

Achievers University, Owo, Ondo State, Nigeria.

2009- 2013 Bachelor of Science (Hons) International Relations


MA Human Resource Development

BSc (Hons) International Relations


Certificate in Human Resources and Leadership Training

Certificate in Skills Acquisition and Capacity Building

Certificate in Project Management


Bowie State University

Graduate Research Assistant (August 2015 – Present)

Manage and reply to project-related correspondence.

Prepare Materials for submission to agencies and foundations that fund research.

Supervise undergraduate students working on assigned Research projects.

Perform administrative duties, such as completing reports, presentations, data entry and analysis, web site development and collating marketing materials.

Provide assistance with event planning.

Facilitate projects in an office with other students; serve on short-term college project teams

Support departmental processes related to student recruitment.

Assist in the creation of marketing materials, peer advising/mentoring, conducting campus tours and orientation activities, and delivery of presentations.

Assist in the acquisition of research materials from campus facilities.

Assist with duties related to the production of academic journals.

Perform other duties as assigned by supervising instructor.

ECO Bank, Nigeria

Quality Assurance Specialist (February 2013- May 2014)

Analyzed/Audited service incident data and voice recordings, to identify aspects of service delivery that failed to satisfy the standard operating procedures or performance standards within the call center.

Provided verbal and written informative feedbacks/recommendations to the Quality Manager, Call center Leadership and call center operations.

Performed mock calls with new hires post-training to determine readiness for customer support.

Developed and conducted target group coaching sessions for collections consultants that address service quality deficiencies and improvement opportunities.

Utilized call center tools to analyze trends affecting service quality within the call center.

Ministry of Agricultural Research, Nigeria

Program Enrollment Specialist (January 2011- January 2013)

Implement and maintain enrollment system using data collection templates and benefit rule specific to each client.

Complete testing scenarios during implementation to ensure system accuracy.

Educate members and their dependents on benefits provided through their employers.

Maintain eligibility for clients.

Reconcile provider billing statements to ensure accuracy.

Provide education and enrollment support during open enrollment periods.

Established relationships with both internal and external clients.

Additional Skills & Interests

Organizational skills, team player abilities, interpersonal skills, interdisciplinary skills, effective communications skills, independent thinking skills, inventive skills, customer service skills and team leading skills.

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