*, ***** ********* ****** ***** Surulere, Lagos State.
An avid professional and Business Support Executive with over 7 years’ experience across Human Resources and Customer Service in a fast paced business environment cutting across healthcare, banking as well as consulting. Strong ability to prioritize and execute multiple service projects as well as meeting deadlines concurrently. I have unmatchable organizational, time management, facilitation and interpersonal skills as well as very good technical skills. A certified Six Sigma green belt practitioner, I am a process improvement champion with a penchant for delivering value savings from process streamlining. I am a quality advocate and believe in the 2 quality rules. Right first time and on time. I am a qualified HSE coordinator and trainer.Strong team leadership skills to drive continuous process and quality improvement. I am looking to grow in Business performance management and thus seeking to join an organisation that presents opportunities in related areas.
Nov. 2015 Till Date Human Resources Manager Mt. Sinai Hospitals (A PurpleSource Healthcare Partner)
Strategy formulation and implementation.
Performance management model design.
Learning and Development.
Employee Compensation and Benefit Administration.
End-to-end implementation of Talent Management.
Health and Safety policy formulation, implementation and Training.
Sep. 2012 – Oct 2015 Generalist, Human Resource Consultant, Moradechi Nigeria Limited.
Develop /implement human resource plans/management policies and company’s processes in partnership with the management.Provision of human resource interventions to promote organizational development.
Responsible for the management of over 400 outsourced staff nationwide. Responsible for the management, organization and execution of employee benefit packages for all managed outsourced staff- Including HMO liaisons, insurance service providers, guarantor verification and other benefit providers.
Partner with leadership teams to drive strategic and operational HR processes such as performance management, employee health and welfare issues, compensation planning to ensure key deliverables to clients are always met.
Create design and deliver L&D solutions to support the organisational change and development outlined in the overall L&D strategy using a blend of methodologies. Schedule, organize and participate in applicants Interviews.
Deliver end-to-end recruitment and outsourcing process from job analysis to sourcing of candidates in line with job description to screening and deployment.
Quarterly assessment of outsourced staff and carrying out training needs analysis. Deliver In-house trainings as well as company induction/on-boarding to new employees.
Responsible for the provision of employee relations advice and handling all forms of grievance with particular respect to disciplinary issues. Conduct and analyse exit interviews and manage leave administration.
Devise and execute job advert via social networking, and relationship strategies to source candidates suited to client’s vacancy opportunities.
Active collaboration with clients’ HR departments, ensuring an effective channel of communication at all times. Work directly with the executive team in the creation and presentation of value based propositions to prospective clients.
Supervise employee safety and partner with the HSE Manager in developing HSE policy and training of staff. Work closely with the finance department in payroll management.
Oct 2011 - Aug 2012 Team Lead, Contact Centre Back-Office/HR Assistant, Access Bank Plc:
Facilitated e-banking trainings as well as customer service trainings for contact centre agents and various support units of the Bank in various Regions. Provided first level support on all e-banking products in line with the Bank’s service level.
Enrolled/ activated customers on the mobile banking and Internet banking platform. Resolved all Internet/mobile banking complaints.
Liaised with vendors (Universal Horizon Ltd, Vayana Enterprise and etranzact) on all pending customer complaints and ways of enhancing customers’ satisfaction.
Partnered with the Contact Center management in recruitment and selection of new Contact Center Agents. Responsible for employee safety measures and procedures in the contact center.
Prepared weekly/monthly e-banking resolution report as well as voice of customer report for the contact centre.
Aug 2009 - Sep 2011. Contact Centre Executive, Access Bank Plc
Enhanced customer experience and resolving any kind of issue raised by customers through innovative channels such as phone, email, live chat etc. Maintained and updated customers’ account information
Provided first contact solution on at least 80% of incoming requests in line with the bank’s service level objective. Contact Center (PCIDSS compliant)
Provided first level support and escalations on Access VISA Cards.Issues (Activations, Hot-listings, account statements, Telebanking etc).
Loan collection exercise using Kastle application.
Liaised with the appropriate units to achieve operational efficiency and customer satisfaction. Facilitated trainings on Access Bank products and services.
Feb 2009 - Jun 2009 Team Lead,Data Entry/Maintenance, Ecobank Nigeria Plc
Maintenance and update of customers’ information on Flexcube application.
Verified all active accounts in all Ecobank branches with the use of Business Objects application.
Engaged customers to resolve complaints on account information update and supervised feedback from customer satisfaction survey.
Verified daily unauthorised transactions with the use of Business Objects application.
MBA, 2013, Metropolitan School of Business and Management (U.K)
B.Sc (Hons.) Biochemistry, 2007 University of Lagos, Akoka, Lagos.
Facilitation Skill Course (Chicago Institute of Business) – May, 2015.
General HSE (Level 1 and 11) Course (W.S.O Accredited) – March, 2015.
Advanced Human Resource Management Training – December, 2014.
Effective communication and Business Etiquette Training – October, 2012.
Lean Six Sigma Green Belt Training by J. K. Michaels – April, 2012.
Certified Quality HSE Supervisor (W.S.O Accredited) 2015
Diploma in Human Resource Management 2014
Six Sigma Green Belt Certification 2014
Nigeria Institute of Training and Development 2013
INTERESTS: Reading, music, travelling and meeting people.
BIO DATA: Date of Birth: 14th Oct. 1982.
References are available on request.