Administrative Assistant Customer Experience

AGBOR VICTORIA OKOMAH

Lisabi Avenue, Alaafia Estate, Oke- Ora, Ogba, Lagos, Nigeria ***********@*****.***.+234**********. linkedin.com/in/agbor-victoria

PROFESSIONAL SUMMARY

Dynamic and results-oriented professional with extensive experience in vendor management, event coordination, and procurement. Proven track record of enhancing customer satisfaction through effective communication and problem-solving skills, addressing inquiries and complaints with a focus on maintaining a positive brand image. Adept at collaborating with cross-functional teams to streamline processes and improve overall customer experience. Successfully managed a diverse vendor portfolio and executed high-profile events, demonstrating strong organizational abilities and attention to detail. Recognized for utilizing creative skills in photography to contribute to marketing initiatives. Seeking to leverage my multifaceted skill set to develop and enhance brand identity strategies that resonate with target audiences. EDUCATION

Cross River University of Technology, Cross River, Nigeria Apr.2012 – May 2016 Bachelor of Education (B.ED.) Administration and Planning PROFESSIONAL WORK HISTORY

Brand Champion April 2023 – Present

Rendeavour, Lagos Nigeria.

As a versatile and proactive professional, I specialize in vendor management, event coordination, and procurement, focusing on enhancing brand identity and customer engagement. My roles and achievements are listed below:

● Customer Engagement: Efficiently addressed customer inquiries via phone, email, and live chat, ensuring a high standard of professionalism and fostering a positive brand experience.

● Problem Resolution: Managed escalated customer complaints, prioritizing swift and satisfactory resolutions to uphold and enhance brand reputation.

● Cross-functional collaboration: Worked seamlessly with cross-functional teams to streamline processes, improving customer experience and reinforcing brand values.

● Data Management: Maintained accurate customer interactions and transaction records, enabling effective analysis and informed decision-making.

● Vendor Management: Oversaw a diverse portfolio of over 50 vendors, ensuring quality and consistency in service delivery.

● Event Coordination: Successfully orchestrated high-profile events, including one attended by over 100 high-net-worth clients, enhancing brand visibility and engagement.

● Agency Collaboration: Collaborated with four agencies to establish ten activation centers across eight locations in Lagos State, driving brand awareness and customer interaction.

● Digital Presence: Updated website content to reflect brand identity and values, contributing to a cohesive online presence.

● Visual Storytelling: Captured professional photographs used in marketing initiatives, including Carousel, showcasing the growth of the city and strengthening brand narratives. Key Achievement

● Successfully managed a list of over 50 vendors.

● I successfully carried out an event having over 100 high-network clients in attendance.

● I took professional pictures that were used on Carousel, a marketing tool that showed the city's growth every month.

Administrative Officer March. 2021 – April. 2023

New Edge Finance Limited, Lagos Nigeria.

Job Description

● Complete and total facility management on daily basis.

● Coordination of several arms and staffs in the Admin Team to ensure smooth running operations.

● Providing assistance and technical know-how for management for smooth operations.

● Effective and efficient budget costing and procurement. Key Achievements

● Ensured an effective management of company assets within and outside Lagos.

● Performed timely predictive and preventive facility maintenance.

● Effectively controlled budget and its implementation.

● Collaborated and coordinated with other departmental head for centralization of database for easy information retrieval.

● Maintained accurate inventory and supply of company assets supplies.

● Closely monitored and ensured safety and health regulations compliance including emergency and security procedures.

Customer Service Team Lead Feb. 2020 – March 2021

New Edge Finance Limited, Lagos Nigeria.

Job Description

● Supervising the members of my team {minimum of ten} in carrying out their expected daily duties.

● Reviewing the daily report of every member of my team for presentation to the management.

● Educating the team members about the product of the company for upfront presentation to the customers.

● Handling questions about products of the company.

● Contacting potential customers or existing customers to inform them about new and old products of the company.

● Calling customers to check if they are satisfied with the product they purchased from the company. Job Description

● Surpassed annual company sales targets by 10% through effective communication and exceptional interpersonal skills, driving a 5% increase in product and service income.

● Utilized analytical prowess to assist customers in resolving account discrepancies, effectively addressing issues of overcharging and non-credited accounts, showcasing a keen eye for detail.

● Demonstrated proactive initiative and strong problem-solving abilities in bridging communication gaps between the company and customers, contributing to the seamless operation of business activities.

● Leveraged excellent communication skills to foster a collaborative team environment, actively listening to teammates, sharing insights, and promoting teamwork for enhanced productivity and cohesion.

Customer Relationship Officer Oct. 2019 – Feb. 2020 Drok Energy Limited, Lagos Nigeria.

Job Description

● Addressed customer inquiries promptly and effectively to ensure a high standard of service

● Cultivated and nurtured relationships with both individual and corporate clients, offering assistance and solutions to resolve their concerns and issues.

● Engaged in proactive business development by identifying and pursuing new business opportunities, fostering growth and expansion for the company.

● Orchestrated the creation and delivery of promotional packages to enhance brand visibility and attract potential customers, contributing to marketing initiatives.

● Delivered exceptional customer service to promote and showcase company products and services, striving to exceed customer expectations and drive business success Key Achievement

● Ensured timely and satisfactory handling of customer inquiries through effective time management, leadership, and communication skills.

● Pioneered innovative business ideas, enhancing the company's ventures into oil and gas logistics and filling station establishment.

● Devised successful market strategies, including annual promotional gift packages and price reductions, driving customer patronage and expanding the company's customer base. Call Center Agent (NYSC) March. 2018 – Aug. 2019

SLOT SYSTEM, Lagos Nigeria.

Job Description

● Answering incoming calls and responding to customer’s emails.

● Managing and resolving customer complaints.

● Identify and escalate issues to supervisors.

● Sell products and services information to customers.

● Interfacing with customers and responding to customer complaints and enquiries. ● Overseeing the daily operations of the technical department

Key Achievement

● I was able to make use of my strong Negotiating skills, customer relations and communication skills in negotiating the price of our products {Laptop desktop phones etc.} with the company’s vendors, thereby leading to cost savings on the products by 3% total cost of the products. Operations Supervisor, Jan. 2017 – Feb. 2018

Freemans Hotel Calabar, Cross River Nigeria.

Job Description

● Receiving Incoming calls and other communications.

● Creating, entering and maintaining information into databases.

● Serving customers by providing product and service information.

● Managing company’s filing system. ● Adhered to all company’s security, audit and compliance requirements.

Key Achievement

● The knowledge acquired as an administrative assistant with State Housing Secondary School was put in use to standardize the company filing system.

● My communication and interpersonal initiative assisted the company in bridging the communication gap between the management and customers, thereby providing timely and accurate information for management in making decisions.

TECHNICAL SKILLS

● Proficiency in Microsoft Office Packages; Word, Excel. PowerPoint.

● Leadership and Human Resources Development seminal with IAA Associates.

● Analytical skills.

● Troubleshooting skills.

PROFESSIONAL DEVELOPMENT/CERTIFICATION

THE Next Economy Programme, POISE NIGERIA 2021

● Customer Service Relation

VOLUNTEERING EXPERIENCE

● A member of Drink IQ {Enlighten people especially commercial drivers about drinking responsibly} ● A member of the Education Foundation Administration Association Electoral body.

● Trustee of save a Child organization. (an organization assisting the less privileged in Calabar

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