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Human Resource Customer Service

Lagos, Lagos, Nigeria
December 17, 2018

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Umana, Mkpoikana Idongesit (ACIPM)


Eliozu, Port Harcourt.

Career Objective

Umana, Mkpoikana I. is a Licensed Human Resource Professional who is very resourceful with 2+ years’ experience in Human Resource and general business management, seeking a human resource position to apply my knowledge and expertise in effectively fulfilling the responsibilities of the position and contributing to the achievement of the organization’s goals.


Rivers State University of Science and Technology, Nigeria 2019 (in view)

MSc Management (Human Resource Specialization)

Chartered Institute of Personnel Management of Nigeria 2017

Professional Diploma in Human Resource Management

All Nations University College, Ghana 2015

Bachelor of Business Administration (Human Resource Management)

First Class (Honors)

Divine International School, Abia State, Nigeria 2010

Senior School Certificate Examination

Employment History

Healthcare Equipment Limited (October 2016 to Date)

Role: Assistant Human Resource Manager

Key Responsibilities:

• Organize recruitment and selection projects and ensure proper orientation procedures for new hires.

• Develop competency-based questions for interviews to ensure that successful applicants are matched to appropriate department managers.

• Manage employee documentation and onboarding process.

• Update job descriptions for positions throughout the company.

• Assist in the implementation of policies and procedures, and recommend new policies and practices as compared to the trend in the industry.

• Provide regular updates to the Managing Director, line managers and other stakeholders on the progress of recruitment process.

• Conduct quarterly sensitization trainings on occupational health and safety.

• Prepare surveys to encourage employee involvement and analyze results for implementation of feedback.


• Developed a BCG matrix with strategies for implementation which was accepted by the Managing Director and is currently in Stage 2 of implementation.

• Proposed and implemented employee job rotation for employees to foster skill development and increase employee participation.

• Championed and implemented the use of Point of Sales software for Inventory management and managed employees’ resistance to this change by emphasizing the benefits.

• Proposed and currently managing the company’s ecommerce store.

National Youth Service (October 2015 – October 2016)

Rivers State University, Nkpolu, Rivers State

Role: Faculty Librarian/Lecturer’s Assistant

Key Responsibilities:

• Catalogued, selected and classified library resources.

• Proofread and recommended improvements for the theses of 20 undergraduate and postgraduate students.

• Appraised and recorded test results for 115 undergraduate students.

• Worked with my Community Development team to organize a “Work-Life Balance: Myth or Reality” Seminar preparing over 80 students in advance for professional work. This project was lauded by the Dean of Students and the Head of Department.

Internship: Fortis Microfinance Bank, Abuja (May to August 2013)

In this role, I provided support on rotation through different units such as Customer Service, General Admin Services, and Human Capital Development.

Key Responsibilities:

• Assisted customers with routine account related requests.

• Opened over 600 new accounts, updated customer information where necessary and contributed to the achievement of the company’s goals.

• Conducted research and resolved clients’ complaints, acting as a liaison officer with other departments of the bank in relation to the client when necessary.

• Worked with a team of 5 Human Capital managers to source and shortlist prospective candidates to ensure experience and skill set match the role requirement.

• Coordinated the logistics for recruitment process and ensure feedback to candidates at every stage of the recruitment process.

Skills and Professional Affiliations

• Associate Member of the Chartered Institute of Personnel Management of Nigeria.

• Proficient in the use of Microsoft Word, Excel and PowerPoint.

• Passionate about people, learning and development.

• Conflict management, diversity management, Negotiation and persuasion skills.

• Critical analysis, report writing, presentation and research skills.


Poetry, Visual Art, Music.


Donald I. Hamilton, PhD

Dean, Faculty of Management Sciences,

Rivers State University.

Pastor Charles Odoko, MSc


The King’s Assembly, Port Harcourt.

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