OLUFUNMILAYO MERCY JOHNSON

Adekunle Fajuyi Way, Ikeja, Lagos.

081******** adr24e@r.postjobfree.com

https://www.linkedin.com/in/mercy-johnson-3592b9164 OBJECTIVE

To work in an environment which encourages me to succeed and grow professionally where I can utilize my skills and knowledge appropriately.

EXPERIENCE

ISON Xperiences (Green Africa)

2021 - Present

Social media and Escalation

• Handles all customer inquiries coming via social media, kindly and ethically resolving 100%of issues without escalation.

• Utilized social media tools, such as Fresh desk, to engage the customer.

• Maintained strong social media and brand presence across Twitter, Facebook, and Instagram platforms.

• Resolve escalated issue

ISON Xperiences (MTN Process)

2019 - 2021

Customer Care Executive and Mentor

• Training of new hires, audit of calls, and proper education on job expectations.

• Providing quality and top-notch customer care services to the principal partner’s clients

• Giving relevant information to solve customers’ queries while managing different scenarios that may present themselves in the course of this activity.

• Attends to High Valued Customers, Platinum, Gold, and silver.

• Handles the Teams huddle activities

• Meets a minimum of 98% Quality Performance

• Meets Log in Compliance and Shift Adherence appropriately Royal Diadem High School, Ibadan

2015 - 2016

Student Teacher

• English Language teacher.

• Preparing student lesson notes for effective teaching.

• Assist in the coaching of junior class students.

• Designed innovative teaching techniques that earned 95% positive feedback by school management.

Wisdom Group of Schools, Ibadan

2011 - 2015

Class Teacher and School Secretary

• Prepared instruction materials including copying, construction of bulletin boards, grading work and setting up work areas.

• Attended variety of professional development workshops centred on learning goals, classroom management, student motivation and engaging learning activities.

• Evaluated submitted assignments for clarity and skills, assigned grades, and discussed results with struggling students to enhance understanding of course objectives.

• Created engaging lesson plans, fostered culture of discovery and provided well-organised classroom structure to help students succeed in programme.

• Led over 30 pupils participating in Easy competition to win 2nd place award.

• Maintained accurate student records, such as process reports, and absence sheets to constantly improve classroom efficiencies.

EDUCATION

National Open University of Nigeria Ibadan Study Center 2017

B.A(Ed) English Language

Adiat School of Basic Studies

2017

Diploma in Desktop Publishing/Data Processing

Niger State College of Education, Minna, Niger State 2011

National Certificate in Education (NCE)

Command Day Secondary School, Adekunle Fajuyi Cantonment, Ibadan 2007

National Examination Council (NECO)

Command Children School, Adekunle Fajuyi Cantonment, Ibadan 2001

First School Leaving Certificate

SKILLS

Good interpersonal communication skills

Good negotiation skills

Ability to learn fast.

Proficient use of Microsoft word and Excel

Proficient use of applications such as Agility, CLM, CRM, Skyspeed and Fresh Desk. Ability to cross-sell and upsell

Leadership Skills

Problem Solving and Analytically minded

Customer Retention

Team Building

INTERESTS

Reading

Participating in social activities

Making Friends

Travelling

REFERENCE

Eturk Saturday - "De Villa Hotel & Suite, Atbara, Lagos State." Chief Executive Officer

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Tokunbo Ojoo - "2 Division Medical Store, Mokola, Ibadan." Warrant Officer

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Iyabo Adedayo - "Adecom Pharmaceutical Store, Ojo, Lagos State." Chief Executive Officer 2

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