Human Resource Customer Support

NKPOZI, KELECHI PEACE

Lagos State, Nigeria. Phone: +234**********;

**************@*****.*** https://www.linkedin.com/in/kelechi-peace-0450a625a HUMAN RESOURCE GENERALIST

Talent Development Specialist Employee Engagement Advocate Process Improvement Specialist Training and Development Coordinator

PROFESSIONAL SUMMARY:

A results-driven professional with a marketing background, transitioning to Human Resources. Leveraging my expertise in communication, employee engagement, and project management to drive Human Resource initiatives. Skilled in analyzing data, developing strategies, and building relationships. Eager to apply marketing insights to Human Resource roles, enhancing employee experience and organizational performance.

CORE COMPETENCE

Soft Skills: Communication, Problem-Solving, Teamwork, Adaptability, Time Management, Leadership, Critical Thinking, Creativity, Conflict Resolution, Emotional Intelligence, Strategic Planning, Decision Making, Collaboration, Active Listening, Public Speaking, Interpersonal Skills, Self-Motivation, Resilience, Attention to Detail, Organizational Skills. Hard Skills: Recruitment processes, Employee data management, Compliance, Talent management, Performance management, Benefits administration, Workplace policies, HR documentation, Payroll processing, Employee onboarding, Training and development, Labor law, Conflict resolution, Workforce planning, Diversity and inclusion, Employee engagement, Organizational development

ACHIEVEMENTS

Maintained accurate records and documentation, increasing reporting accuracy and compliance by 25%.

Resolved client and team challenges effectively, achieving a 40% reduction in recurring issues through strong conflict resolution and people management.

Built positive relationships with stakeholders, contributing to a 20% improvement in engagement and retention rates.

Mentored and guided individuals (students/clients) toward achieving set objectives, resulting in a 35% improvement in performance outcomes. WORK EXPERIENCE

POS Support Agent TAJ Bank Limited, Marina, Lagos State. Dec. 2024- Sept. 2025

Provided technical support to customers via phone, email, and chat for point-of-sale systems, resolving 95% of issues on the first call.

Troubleshooted and resolved technical issues with POS hardware and software, including troubleshooting payment processing errors and configuring system settings.

Collaborated with internal teams, including sales and product development, to resolve complex technical issues and improve product functionality.

Developed and maintained technical documentation and training materials, including user manuals and troubleshooting guides.

Conducted training sessions for new customers, ensuring they were proficient in using the POS system.

Monitored and analyzed customer feedback, identifying areas for improvement and implementing changes to improve customer satisfaction.

Worked with the quality assurance team to identify and resolve product defects, improving overall product quality.

Corper Kaiama Local Government Secondary School, Bani, Kwara State July 2023-June 2024

Planning and delivering lessons effectively using the National Curriculum

Setting tasks which challenge learners and ensure high levels of interest

Keeping updated records of learners’ behaviour and providing management per child.

Designing learning-friendly strategies and presenting for management approval

Employing best practices for bullying control in line with School policy

Setting clear goals for learners and creating measurement tools for actualisation

Preparing and presenting informative reports to parents

Engage in continuous development and learning.

Teacher H.P.E. St. Joseph College, Orba, Enugu State. Sept 2020-2022

Planned and delivered engaging lessons to students of various ages and skill levels.

Developed and implemented curriculum materials to meet the needs of diverse learners, including students with special needs.

Assessed student progress, provided feedback, and communicated with parents and guardians through regular progress reports and parent-teacher conferences.

Built strong relationships with students, colleagues, and the broader school community, including mentoring students and participating in school events.

Participated in staff development and training, staying up-to-date on best practices in education and incorporating new technologies into the classroom.

Contributed to school-wide initiatives, including (initiative/project), and collaborated with colleagues to develop and implement new programs.

Utilized technology, including educational software and online resources, to enhance student learning and engagement.

EDUCATION:

University of Nigeria, Nsukka. 2022

Bachelor of Science, Human Kinetics and Health Education, Federal College of Education Eha-Amufu, Enugu State. 2015 Nigeria Certificate in Education, Computer/Integrated Science. RELEVANT CERTIFICATIONS/TRAINING

National Youth Service Corp 2024

Human Resource Management Certificate, Impactiverse Consult Limited, Nigeria. 2024 Health and Safety Education Certificate (1,2,3), Impactiverse Consult Limited, Nigeria. 2024 Basic First Aid/CPR, Impactiverse Consult Limited, Nigeria. 2024

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