Member Team Airtel

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JOHN AONDOHEMBA GOJA

Blk ***, Abesan Estate, Ipaja, Lagos State * +234********** * ********@*****.*** * SoO: Benue State CAREER OBJECTIVE: To secure a challenging management position that will avail me with the opportunity to apply the skills, knowledge and experience I have acquired as a HSSE and business relationship management professional over the last 10+ years to preventing accidents in the work place and at the same time maximize profit for the organisation. WORK EXPERIENCE

HEAD, CREDIT CONTROL. 2019 Till date

Sheriff Deputies Limited. #49, Ayodele Okeowo Street, Soluyi, Gbagada Lagos State.

Continually research old/new accounts and completed due diligence to resolve collection problems.

Managed daily technical training; supervised a 5 member team entrusted with recovery of over NGN20 million debt portfolio.

Mentored team members with techniques that significantly reduced company’s debt profile by 30% in 2020 through negotiating pricing and fees, while ensuring the continuation and enhancements of services.”

Set up and updated customer accounts and CRM with interactions, payments and personal information.

Generates and mailed updated statements monthly and processed demand letters.

Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices.

Coached new credit control officers with positive and encouraging techniques to maximize performance and team contributions.

Periodically analyze payments trends for signs of fraud.

Regularly engage customers to collect outstanding payments via one-time or negotiated installment methods.

Increased customer loyalty and retention by 95% in 2021.

Helps management develop employee improvement plans to motivate team members to higher levels of performance, skill and efficiency.

Created coaching strategy for credit control officers that leading to improved performance that was 20% above plan for 2020.

Conscientiously adhere to prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.

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HEAD, BUSINESS RELATIONS / DEVELOPMENT. 2014 –2019 Sheriff Deputies Limited. #49 Ayodele Okeowo Street, Soluyi, Gbagada, Lagos State.

Acted as a key client contact to quickly and accurately resolve complaints and queries for continued client satisfaction.

Efficiently handled and resolved all customer queries for optimum product or service satisfaction.

Generated and qualified various leads for business development to aid team progression and profitability.

Systematically managed a CRM database for a growing client base, in line with business objectives of the organisation.

Generated and qualifies leads for business development to aid team progression and profitability.

Improved annual sales by 20% through expert product knowledge and faultless service.

Delivers an exceptional level of service to each customer by listening to concerns and answering questions.

Handles the day-to-day running of Business development team, ensuring high levels of productivity and quantum progression.

Oversee daily operations over 10 customer accounts with a combined annual budget of NGN50, 000.000.

Developed new process for employee evaluation which results in marked performance improvements.

Implements marketing strategies which resulted in 25% growth of customer base..

Works closely with operations department to maintain optimum levels of communication for the effective and efficient completion of projects.

Supported operations department in improving operations and resolving issues to deliver top-notch customer experience.

Obtained documents, clearances, certificates and approvals from local, state and federal agencies. CLIENT SERVICE MANAGER. 2013

LAMID Consulting Limited. Elephant Cement House, Ikeja, Lagos State.

Collected and logged client experience feedback, identifying areas for improvement to grow company performance.

Alerted marketing unit to sales opportunities with diverse clients, promoting company progress and profit growth.

Informed customers of additional services, developing opportunities for sales revenue.

Executed successful product introductions by coordinating actions with social media, public relations and other internal teams.

Developed direct mass mailings which resulted in 10% growth of customer base.

Worked as part of 4-person team to develop innovative branded marketing collateral for use by sales team.

Delivered an exceptional level of service to each customer by listening to concerns and answering questions.

Researched and updated all required materials needed for firm and partners.

Performed initial client assessment and analysis to begin research process.

Monitored multiple databases to keep track of all company inventory.

Implemented marketing strategies which resulted in 12% growth of customer base. CUSTOMER OPERATIONS. 2009 –2012

Airtel Networks Nigeria #2419, Shehu Shagari Way, Asokoro, Abuja.

Suggested new product options to customers requesting service cancellations, improving retention by 60%.

Sought opportunities to up-sell and add-on additional merchandise.

Provided primary customer support to internal and external customers in fast-paced environment.

Resolved product issues and shared benefits of new technology.

Professionally attended to 250+ inbound calls per day to address customer inquiries, resolve issues, and provide information on new products and services.

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Sold the benefits of ZaiN/ Airtel Gold card and loyalty programmes to customers.

Resolved customer issues using strong interpersonal skills and conflict resolution techniques.

Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.

Guaranteed positive customer experiences and resolved all customer complaints.

Responded promptly to general inquiries from customers, and prospects via calls and, e-mail.

Coordinate team briefing where team members share their experience on the job and how they handled difficult clients.

NYSC GOVERNMENT TEACHER

GRBSS Kaita, Katsina State.

I was responsible for imparting knowledge to students and councientising them on the importance of Good Governance to National Development.

EDUCATION:

ISO 9001:2015 Quality Management System (QMS) (Certificate of participation) LeoB Global Concept Ltd, Lagos

Health Safety & Environment (HSE) Level3. Institute of Safety Professionals of Nigeria (ISPON)

General Health Safety & Environment (GHSE) Institute of Safety Professionals of Nigeria (ISPON)

Redesigning the Technical & Corporate Governance Strategy of Private Security in Asset Protection in the New World Order. Nigeria Institute for Industrial Security (NIIS) (Certificate of Participation).

Effective Debt Recovery Strategy for Service Providers in Nigeria Institute for Debt Recovery Practitioners of Nigeria (IDPRN) (Certificate of Participation).

Carrying Out Security Survey. Nigeria Institute for Industrial Security (NIIS) (Certificate of Participation).

Safety Leadership: Building Safety Leaders in an Organisation. Kevron Consultancy Limited Lagos (Certificate of Attendance)

The Role of Security in the New Normal Post Covid-19. Nigeria Institute for Industrial Security (NIIS) (Certificate of Participation).

Port Facility Security Officer (PFSO). Nigeria Institute for Industrial Security (NIIS).

Certified Security Specialist (CSS) Nigeria Institute for Industrial Security (NIIS).

Certificate in Managing Projects (Global Institute of Projects Management Lagos)

Human Resource Management Certificate. (Piston & Fusion, Lagos, Nigeria).

Building Capacity for Professional Growth (ASIS Leadership Retreat) ASIS International Chapter 206 Lagos.

(Certificate of Attendance).

Supervisory Leadership Course. Association of Licensed Private Security Practitioners’ of Nigeria (ALPSPN)

(Certificate of Attendance).

Negotiation and Corporate Strategy Appreciation Course (Certification of Attendance) (OAK Interlinks Limited).

University of Abuja. M.Sc. Political Economy & Development Studies.

Usman Danfodio University, Sokoto B.Sc. Political Science.

School of Preliminary Studies Keffi, Nasarawa State. IJMB Certificate.

Government Secondary School, Bwari Abuja. SSCE Certificate.

Government College Keffi, Nasarawa State. JSCE Certificate CORE SKILLS: Proficient in the use of Microsoft Word, Excel, Power Point. HOBBIES: Scrabble, Meeting People, Volleyball and Football 4 of 4

RESEARCH:

* Nigeria’s Democracy & the Cost of Governance in The Fourth Republic. A M Sc. Thesis at University of Abuja.

*Local Government and Socio - Economic Development in Nigeria (A Case Study of Gwer Local Government of Benue State). A final year project at Usman Dan Fodio University Sokoto. KEY QUALITIES: * Solution provider* Performance goals * Incident root cause analysis* Daily incident reporting

*Leadership development * Schedule management* Emergency response. *Excellent listening, communication & report writing skills. * Security risk assessment. *Persuasive & influencing skills. * Security resource allocation * Complaint resolution. *Fluent in Hausa language.* Client relationship management* ACHIEVEMENTS:

Certificate of Excellence for “Outstanding Performance”, Airtel Networks Nigeria, 2012.

Star Customer Operations Officer, ZaiN Nigeria. 2010. PROFESSIONAL SUMMARY: A HSE and business relationship management professional with solid safety and security experience in fast-paced industrial environment. Possess expert knowledge in risk management, and a persuasive negotiator, leading diverse teams to deliver solutions that will result in customer satisfaction while preventing accident in the work place

REFERENCE: Available on request.

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