Customer Service Human Resources

Adaeze Jennifer Ekoh-C

ad5nyd@r.postjobfree.com • ad5nyd@r.postjobfree.com linkedin.com/in/adaeze-jennifer-ekoh-chukwukelu-4265a896

074-***-***** • Aberdeen, SCT

Qualifications

Summary

I am a driven and ambitious professional with dynamic experience in human resources and exceptional acumen in communication, which I leverage in liaising within and with external partners regarding HR matters and other matters required. I also possess comprehensive knowledge in law, HR, and telecommunications.

International Human Resource Management

Performance Management

Administrative Support

Client/Personnel Relations

Communication

Legal Documentation

Telecommunications

Business Consultancy

Employment Law

Learning & Development

Career

Experience

Senior Customer Service Associate, 2023 till date

Aptia UK

Support team managers with the training, coaching and development of team members.

Work collaboratively across the Senior agent team to specifically target/coach and develop agents within the bottom quartile.

Scoring and evaluating contacts paying particular attention to the level and nature of the member experience delivered accuracy of information, speed/efficiency of the Agent, compliance, and effort reduction. Identification of knowledge gaps/broken processes/eyesores and take ownership to escalate/minimise risk.

Provide feedback to the Management Team and other key Stakeholders on areas requiring improvement and ensure positive feedback is captured and shared, as well as areas for development.

Make recommendations to enhance general quality across the Area.

Escalate any urgent issues where appropriate, with due regard to Treating Customers Fairly and other key business drivers.

Conduct and establish root cause analysis to reduce error rates and make this available in a way that can be easily acted upon by the Management Team.

Correctly assess areas of business risk, escalating high level risks to your line manager immediately.

Maintain technical competence in all scheme and procedural areas, take calls regularly to maintain a connection with the member.

Maintain competence in all relevant regulatory guidelines.

Utilise speech analytics to deliver targeted QA activity.

A behavioural coach to other agents, encouraging agents to be more aware of the impact they have on our members/other colleagues.

Undertake/complete side by side/remote call monitoring and provide training delivery support as and when required.

Customer Service Advisor, 2022 till 2023

Marsh McLennan Companies

exceptional customer service to customers enquiring about their pension scheme policy guide.

log items of work for internal parties and worked closely with other departments including the administration team and IT department.

answering queries and resolving problems.

emailing and issuing documents to members.

meet or exceed all performance metrics as defined in my personal performance management plan.

Customer Service Advisor, 2022

Arvato Bertelsmann

excellent customer service delivery by engaging effectively with callers and delivering all sorts of assistance that leads to complete customer satisfaction for the Scotland Census 2022.

experienced with inbound and outbound calls, emails, and web chat in effective customer service delivery.

helped customers with their complaints and questions and provided information regarding queries that helped customers understand the questions about their census completion.

HR Assistant (Volunteer), 2022

National Community Law Project (NCLP)

assist with the process of recruitment, including vetting candidates, interviews, and issuing employment contracts.

compiling and maintaining paper, digital, and electronic employee records, including holiday and sickness leaves.

support with HR-related training programs, workshops, and seminars.

writing and submitting reports on general HR activities.

overseeing HR events and meetings and coordinating management-employee communications.

Admin/Receptionist, 2019/2021

Silver Fin Building, Aberdeen, SCT

execute all administrative tasks such as filing and delivering/accepting mail.

manage and direct all incoming calls via switchboard.

ensure all guests are signed in and supply them with badges.

make announcements and summon individuals via public-address loudspeaker.

respond to questions concerning products or services offered by business.

provide support to other departments such as IT, if more technical assistance is required.

participate in operations of public relations and marketing to minimal degree.

Mentor, 2020/2021

Robert Gordon University, Aberdeen, SCT

provided advice and guidance to students from the Student Mentor Scheme on a wide range of issues throughout the year.

identified when a student may be experiencing difficulties and develop a plan of support with guidance of Student Support Staff.

maintained confidentiality within the professional role while sharing information with the Adviser/Co-Ordinator.

attended Mentor Forum meetings, trainings, and Continuing professional Development to ensure all familiarity with the topics and information covered.

HR Volunteer, 2019/2020

African Development Choices, London, UK

provided administrative/HR support to the Human Resources Coordinator regarding recruitment, volunteer information system management and other HR processes.

assessed organizational and program needs to determine support projects. Liaised with colleagues to create descriptions for all volunteer positions.

managed volunteer recruitment and hiring process by advertising for available volunteer positions, interviewing candidates, and matching them with appropriate roles.

created and distributed information regarding volunteer policies and procedures.

assisted with the management of grievance and communication among volunteers and the organization.

promoted the organization, its volunteer efforts, and its accomplishments both internally and externally.

Care Assistant, 2014/2017

Asa Recruitment, Aberdeen, SCT

assisted with personal care tasks, light housekeeping tasks and safe lifting.

socially engaged clients by participating in social and recreational activities, accompanying clients to medical appointment.

observing and monitoring clients' physical and emotional well-being, and promptly report any changes to senior management.

Additional Experience

Mentor (Volunteer)

Robert Gordon University Aberdeen, UK

Sales Consultant

Saladmaster Aberdeen, UK

Legal Representative

Chime & Co, Enugu State, NI

Customer Service Representative

Waterhouse Resources Limited, Enugu State, NI

Education

Professional Training

Administrative and Personal assistant diploma

CIPD level 3 Advanced Diploma

Chartered Institute of Arbitrators (CIArb)

Chartered Institute of Personnel and Development (CIPD, Associate)

MSc International Human Resources Management, 2019

University of Dundee, UK

LLM International Communications Law, 2015

The Robert Gordon University, UK

LLB (Hons) in Law, 2011

Enugu State University of Science and Technology, NI

Skills

Effective communication

Confidentiality

Ms Office

Team player

Leadership

Organisation

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