Customer Service Human Resources

OYINDAMOLA ENIOLA-BALOGUN

*****, ****, ******* *****, ****** States.

Email: ***********@******.*** or *********@*****.*** Tel: +1-346-***-****

PROFESSIONAL SUMMARY

A resourceful, dedicated and proactive individual ready to grow with the organization to strive for excellence, adequately participating in business and team activities towards meaningful changes so as to improve organizational goals and objectives and also building and maintaining a high Level of professionalism thereby contributing significantly to the development of an organization and the society at large. A professional with experience in customer service, people and culture, operations, administrative, hospitality, human resource management, business management and with extreme dedication to help the organization comprehend its long-term goals and objectives.

Seeking an experienced hire role in your organization while bringing analytical thinking skills and extreme dedication to help the organization comprehend its long-term goals and objectives.

ACCOMPLISHMENTS

Used Microsoft Excel to develop a database system that helped the company reduce errors.

Successfully identified and built a working in customer’s relationship and administrative system.

Recognition for being an exceptional human resources manager, business supervisor, customer support manager, operations, data analyst and premium customer services. SKILLS

SKILLS AND ABILITIES

Excellent Problem-Solving, Analytical,

Swift Attention to Details and

Negotiation Skills.

Proficient In Microsoft Office CRM,

Personnel Management, Human

Resources Other Administrative &

Analytical Tools.

Excellent Problem-Solving, Analytical,

And Negotiation Skills.

Perfect Communication Skills.

Integrity, Grit & Trustworthiness

SKILLS AND COMPETENCIES

Supervisory/Business Skills

Cost savings and operational

efficiencies

Time management Creative thinker who

requires minimal supervision. Detailed

in operational efficiency reporting.

KeyAccountManagement, Employee

Relation

Telecommunications Business Manager,

Clients/Customer Support Operations,

Inventory, & Administrative

Proficiencies

WORK HISTORY

Head, People and Culture, January 2022 – March 2024 Robert Taylor Media Limited

Robert Taylor Media Limited operates as a full-service Communications and Brand Marketing Agency, specializing in international and local Corporate Communication, Contemporary and Lifestyle Communication, and Food, Beverage, and Hospitality Communication. Headquartered in Lagos, Nigeria, the agency serves clients across the continent.

Managed day-to-day operations and fostered strong relationships to fulfill management objectives.

As the Head of People and Culture at Robert Taylor Media, I oversee staff activities, manage organizational structures, develop HR policy manuals, and recruit new talent to support business development.

Collaborated with the CEO to enhance the staff orientation week by integrating external facilitators.

Identified and addressed staff training needs to enhance service delivery expertise.

Oversaw staff activities, developed HR policy manuals, and recruited talent to support business development.

Played a key role in restructuring the organization and enhancing staff orientation. Head, Human Resources, Administration and Operations, July 2021 – December 2021

Handled the development and implementation of the yearly Human Resource strategic plan in line with the overall corporate strategy and personnel management policies and procedures.

Developed the company’s standard operating procedure manual.

Implemented and deployed proper and robust hybrid Performance Management System to ensure that appraisals are objective and employees are rewarded accordingly. Team Coordinator; Customer Service Department

Globacom Nigeria Limited, January 2021 – July 2021

Improved customer experience by promptly addressing complaints and ensuring compliance with company policies.

Ensured that all the company’s policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties.

Protected customers' confidential information and ensured efficient service delivery. Key Accounts Management

Oversaw customer account management, including negotiating agreements to maximize profit.

Developed trusted advisor relationships with key accounts, customer stakeholders and executive sponsors.

Ensured the timely and successful delivery of solutions according to customer needs and objectives.

Developed new business with existing clients and/or identifying areas of improvement to meet sales quotas.

Liaised with other departments within the organization to ensure client related projects are completed.

Ensured accurate data collection and security of customer’s information. Learning and Development

Co-ordinated the design and implementation of need-based, cost-effective learning and development plans and framework to support the achievement of the customer service department goals.

Developed the training plan and follow up with training consultants to administer all approved trainings.

Developed learning activities, audio-visual materials, instructor guides and lesson plans.

Reviewed evaluations of training courses, objectives and accomplishments within the customer service department.

Customer Service Representative April 2013 – January 2021 Key Responsibilities:

Delivered exceptional customer service through verbal interactions, consistently maintaining a friendly and courteous demeanor.

Offered detailed information to customers about Globacom’s range of products and services.

Enhanced customers’ satisfaction by promptly addressing their needs and resolving any concerns or complaints without delay.

Managing customer accounts by handling account inquiries, updating account information, and assisting with account-related issues such as billing inquiries, plan changes, and account activations.

Administrative/ Customer Care Representative

Hotels 1960 Eagles Park, November 2010 - February 2011

Provided excellent customer service and managed clerical duties.

Handled clerical duties such as answering phone calls, responding to email and preparing documents like memos and presentations.

Handled travel bookings, appointments, and room reservations. Internal Audit Officer

Vita Construction Limited, Jan 2010- Nov 2010

Prepared annual audit plans and conducted risk-based audits.

Examined and analysed journal and ledger entries, bank statements, inventories and other accounting and financial records to ensure financial recording accuracy and compliance with established accounting standards, procedures and internal control.

Ensured compliance with accounting standards and internal controls. EDUCATION HISTORY

University of Lagos, Lagos State. (2012)

MSc. Industrial Relations & Personnel Management

Project Management College UK. (2011)

Executive Masters Certificate in Project Management. Bowen University, Iwo, Osun State. (2009)

B.Sc. Business Administration.

PROFESSIONAL MEMBERSHIP

Associate Member; Women in Management, Business and Public service (WIMBIZ) 2022

Member, Association of Professional Facilitators and Trainers in Africa (APFTIA). 2022

Member; Nigerian Institute of Management (2010).

Member; Institute of Public Management (2010).

Member; Nigerian Institute of Risk and Loan Management (2010).

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