Care Representative Customer

PHILIP E. IYAMABO

Mobile: +1-617-***-****

E-Mail:**************@*****.***

EDUCATION

UNIVERSITY OF TOLEDO, OH

MSc Electrical Engineering with specialization in wireless communications 2015-2016

CISCO CERTIFIED NETWORK ASSOCIATE 2009

UNIVERSITY OF LAGOS

BSc Electrical Engineering 2008

EXPERIENCE SUMMARY

Philip is a strategic HR Business Partner who is purpose driven and self-confident who enjoys challenges and an authority in his area of expertise.

Philip responds to situations of pressure calmly and positively. He plans ahead, anticipates difficulties and, in general, is well prepared for most situations. He is prepared to take risk and to use his initiative, with a strong desire to effect change for the improvement of existing methods, systems and processes, he is, in many ways, an agent of change.

He strive for excellence and precision at all times, in all positions and circumstance, attaining professional distinction and proficiency.

WORK HISTORY

July 2020 – Till Date

Leroy&Blaise Consults

LEAD RECRUITMENT & WORKFORCE PLANNING (Remote)

Assist in developing the recruitment strategy and workforce plan/targets on a yearly basis.

Achieve annual workforce targets as per the strategic direction of the HR department.

Plan and implement improvement in recruitment process.

Responsible for the complete recruitment cycle, day to day sourcing, recruiting, and matching most suitable candidates with job openings.

Advertising job opportunities by generating job description, job requirement & placing adverts in a wide range of media.

Receiving and reviewing job applications, managing interviews by pre-screening and pre- interviewing candidates to assess suitability for open positions, and short-listing candidates for selection interviews.

Oversee conduction of pre-employment exams, staff onboarding session and ensuring excellent employee experience.

Negotiating contracts; including management of contracts, defining scope of the contract & interpretation.

Manage the communication of offer of employment (pay & salary rates) between the company and prospective candidates.

Responsible for briefing candidates and provide clarity where needed on salary, benefits, and all related questions on the open job opportunity.

Responsible for the optimal turnaround of recruitment pipelines to placements.

July 2014 – July 2020

Leroy&Blaise Consults

Human Capital Business Partner (Remote):

Implement annual workforce targets as per the strategic direction of the HR department.

Assist in completing recruitment cycle, day to day sourcing, recruiting, and matching most suitable candidates with job openings

Served as a HR business advisor to Managers and HR team within various business units, consulting, advising, coaching, educating, and providing decision making support to the business on a variety of employee related issues.

Assist in briefing candidates and provide clarity where needed on salary, benefits, and all related questions on the open job opportunity.

Assist in sending offer of employment (pay & salary rates) between the company and prospective candidates.

Conduct pre-employment exams, staff onboarding session and ensuring excellent employee experience.

Assist in generating job description, job requirement & placing adverts in a wide range of media.

Ensure staff compliance to HR procedures, practices, directives, systems, and regulations within the business unit.

Provide HR support to queries at the strategic business units, online, on the phone or on site.

Support learning and development & change management activities, within strategic business unit.

Drive case resolutions (opening, updating, escalating as needed, resolving and closing)

Guide employees and Line-Managers in using inhouse developed HR systems.

Manage HR data quality and ensure up-to-date staff record across all Business Units.

Drive recruitment tasks across the company and within strategic business units.

Prepare and handle HR documentation, Coordinate and administer onboarding and offboarding processes.

Drive performance management system within the business unit.

Track and ensure compliance against labour legislative requirements and conditions of employment.

Drive tasks related to recruitment, learning and development and performance management when needed within the business units.

Provide general HR support to employees around the employee life cycle and provide guidance on HR knowledge.

Handle physical archiving of employee documents where legally required, statutory filing of local documents, etc.

Review and act on the feedback/comments from employees and HR users to improve the employee experience.

Support by mediating any issues of conflict that may have been escalated due to differences between management, union and employees.

Collect company properties upon exit of employees.

August 2011 – 16th July2014

MTN Nigeria Communications Ltd, Falomo – Ikoyi, Lagos, Nigeria

Human Resources Division

Trainer

Design and develop learning interventions for employees geared towards empowering and bridging identified knowledge and skill gaps to create employee value and enhance productivity.

Generating Training Plan and Prepare Training Reports and Analysis.

Facilitate (Designing and Implementing) specific and operations training programme.

Review feedback from training evaluation and the effectiveness of training and course outcomes and identify areas of improvement.

Manage training evaluation procedure using appropriate evaluation methodology (i.e. Kirk Patrick) and conduct surveys on the effectiveness of training periodically.

Develop Training Videos on products and services for the organisation.

Manage Learning Platforms and Fora for knowledge transfer,

Support the programs and initiatives by performing talent reviews, succession planning raise development and learning needs, making recommendations to address any gaps.

Assist to drive the new product development process.

Provide coaching in staff work areas, including counsellor support/training, performance management, feedback, on-boarding, mentoring, and team effectiveness.

Analyze programs to confirm that they align to organizational strategy and goals.

Generate monthly and periodic reports that track the product operational and commercial performance at various stages of the life cycle as against the business plan.

Organise and plan roll out of business operations training interventions within the regions and manage training delivery, measurement and follow-ups as necessary for business operations Mobile Device.

Participate in product design and development on MTN Products and Services and develop learning content/curriculum for training frontline staff on MTN products and services in conjunction with the sales, customer relations and product development teams.

Design of organisational training strategy and plan to meet training and development needs, manage training delivery and assessment; ability to design training courses and programmes necessary to meet training needs, or manage this activity via external providers.

July 2009 - March 2014

MTN Nigeria Communications Ltd, VGC – Lekki, Lagos Nigeria

Customer Relations Division

Online Customer Care Representative (Team Lead)

Oversee general activities on the floor of the Online Customer Assistance Centre environment per shift.

Ensure the smooth running of operational activities within assigned areas of the Online Customer Assistance Centre.

Assist in systems & peripherals usability within the assigned location per time. Hence resolution of issues on faulty systems / applications per workstation shall be monitored end –to-end.

Ensure complete activity report per shift and ensure submission to the next Shift Lead assigned to the same location.

Mentor Customer Care representatives and have access to mentors within the middle (Partners) & immediate management (Relationship Managers) layer in Customer Relations Division.

Trigger disciplinary intervention after necessary performance management measures have been explored

Ensure regular discussion around key performance drivers (Quality Score, Average Handling Time, new products / services information – with solutions, trainings and other service enhancing interventions) with team members

Providing direct line of report to the Management.

November 2008 – July 2014

MTN Nigeria Communications Ltd, VGC – Lekki, Lagos Nigeria

Customer Relations Division

Online Customer Care Representative

Resolve Customer Queries

Identify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard

Follow through on customer queries ensuring prompt resolution and feedback

Escalate and route customer issues to the relevant process operators

Perform necessary system transactions related to customer request

Use organization and time management tools to track cases and meet turn-around-times and other required metrics.

Managing customers account and Ensure prompt distribution of bills to customers utilizing non-paper delivery options

Promote Company Products and Services

Market MTN products and services to current and potential customers

Provide advice to customers on what package(s) will suit their needs

Enlighten and educate customers on new products and initiatives within MTN

Educate customer on use of products and services.

Provide information regarding account or product enquiries.

SKILLS

Designing and supplying a variety of training styles

Highly proficient in the use of CRM Customer relationship management tool

Strong leadership and managerial proficiency

Excellent writing and communication expertise

Excellent negotiation skills

Ability to apply ethical work practices and maintain integrity

Ability to meets deadlines.

Excellent interpersonal skills

Managing people

Self-driven and self-motivated

Problem solving skills

Ability to multitask efficiently

Cross functional management expertise

Excellent Presentation skills

Managing budgets

Microsoft office suite (Proficient Level)

Data Analytics

Micro Soft Office suit.

Highly flexible

Ability to handle sensitive information

Exceptional customer relationship building skills

Learning culture desire to learn

Contact this candidate