Social Media Customer Service

Madunemeh Chisom

**, ******* ******, *** ****** Abass, Street, Ogudu Ojota, Lagos.

Mobile: 080********, 080******* E-mail: ***************@*****.*** Personal Profile Statement

I am an organised, dedicated and diplomatic Human Resources Officer, with a tested ability to improve my working environment and a commitment to employee welfare and organisational growth. Sensitive to employee concerns due to my good understanding of Customer Service and Employee Relation for 2 years working as a HR officer. I am experienced in employee relation and management, payroll management, documentation and verification, database management and I am fully capable of handling multiple tasks simultaneously.

Achievements

2 years practical experience working in Human Resources

Manage well over 400 Human Resource with no issue left unresolved within my control

Various certificates in customer service and people management Education

2005 - 2009 Education Biology University of Nigeria, Nsukka BSc(Ed)

1997 – 2002 SSCE Ogudu Grammar School, Ogudu

1991 – 1996 FLSC Madegbe Nursery & primary School

Employment and Work Experience

Human Resource Officer (On-site Supervisor) March 2018 till date U- Connect Human Resources Ltd

Main duties perfomed:

• Addressing any employee relation issue or complaint i.e pay rise issue, HMO, remittance both allowance and benefits, work schedule issue e.t.c.

• provide suport to any employee whenver necessary, resolving conflicts or answering concerns effeciently and effectively.

• Act as the first step in the interview process, offering advice to superiors about which candidates are the most promising.

• Dealing with general HR issue such as annual Leave, maternity, bereavement, shift, schedule, flexible working request both monitoring and approvals on a daily basis.

• Explaining policies, enforcing compliance to regulatory concern, procedure and standards as it applies to the organization.

• Preparing and manage employee-related database relating to hiring, transferring, promoting and terminatin and updating of staff records.

• Managing staff attendance and ensure adherence to resumption time in the organization.

Verification Analyst March 2019 – September 2019

• Ensuring new hire paper work is completed and processed

• Adequate management of outsourced staff documents and files

• Verification of academic certificates and employee guarantors Customer Care Consultant April 2015 – February 2018 U-Connect Human seconded to Stanbic IBTC Bank

Main duties performed:

• Document customer complaints and how they were resolved for future reference

• Create customer satisfaction on every contact with customer

• Organizing customer feedback to create working solution and suggestion to recurring problems/challenges

• Interacting first hand with satisfied and unsatisfied customers via telephone, mails and social media platform to provide solutions/responds fast

• Educate, sell services and on-board customer on various bank platforms.

• Query issue and provide customers with update and resolutions. Customer Service Rep August 2013 - February

Esofties Solutions Ltd, Magodo

Main duties performed:

• To confirm order and to make the process of their purchase go well.

• Answering phone calls, emails and responding to chats from customers.

• Filling-in for the Admin Officer as a float officer during leave or absence.

• Updating pictures, price and new features on the company marketing website Admin/Relationship Officer August 2010 – May 2011

IFPF Hospital, Maryland

Main duties performed:

• Reconciliation of HMO billings and claims form and making sure that all bill get to the Health Management Organization as at when due.

• Maintain accurate patient records in good format.

• Assist patients in getting information concerning their plan and benefits from HMO/Hospital.

• Making sure that patients covered by various HMO’s are properly attended to according to their health plans and documenting every details of enrolees to the hospital.

• Meetings with new and old retainer HMO Company to maintain relationship and assisting with information that will help us serve them better.

• Ensuring the facility stopped losing money from the different retainers HMO and enhanced profit increment from the various HMOs.

• Purchase of office supplies and ensuring smooth running of the facility.

• Writing monthly reports, stock taking, memo and queries issuing. Professional Training and Qualifications

• CIPM (In - View)

• HR Fundamentals 2018

Online learning on Allison.com

• Klover Harris Innovative Solutions

Principles of Customer Service 2017

• NLP (Neo-Linguistic programming) Nigeria

Telemarketing And selling Workshop 2017

• Institute of Customer Relation Management (ICRM) PGD in Customer Relation Management (Associate Member ICRM) 2013

• Clearline International Limited Training School

Certificate in Health Care Customer Service 2010

Skills

• Very good interpersonal skills, demonstrated in ability to develop strong working relationship with colleague and the company employees.

• HR Administrative, leadership and management skill

• Recruitment, interviewing, On and off-boarding

• Customer/ employee relation

• Good in MS Office (Word, Outlook, Excel, Power Point)

• Excellent communicator and issue resolution skill

• Payroll management and Payment processing

• Data protection and management

Hobbies and Interests

I enjoy educating people, online surfing, reading health journals, meeting and interacting with new people and arranging things.

Personal Biodata

Sex: Female

Marital status: Single

State of Origin: Imo

References

Available on request.

Contact this candidate