UJU

OZURUMBA
18 Oshinowo street Medina Estate
Gbagada, Lagos
2341
Cell phone: 07059999958
Email:uju_oz@yahoo.com

PROFILE

 Displays versatile expertise, has the ability to perform a wide range of assignments .
 Devoted to sustaining the highest level of productivity through efficient and effective
execution of tasks.
 Friendly with a can-do attitude and willingness to help at all times
 Enthusiastic and adaptable to dynamic environments with a passion to attain
organizational goals.
 An effective team player with excellent communication, interpersonal, leadership,
analytical and presentation skills
 Highly committed, proactive, self motivated, willing to learn and open to new challenges
and opportunities.
 Innovative and effectively executes process changes to improve operational efficiency

WORK HISTORY
May 2009 –May 2010

Designation: Customer care Team leader/Coordinator

Company: Globacom (Gloworld Ikeja)

FUNCTIONS.

 Monitoring the daily activities of customer support teams to ensure that they perform
their professional obligations in line with the company’s mission.
 Managing the activities of team members in multiple locations.
 Mentoring new customer service representatives.
 Developing, implementing and monitoring programs to maximize customer satisfaction.
  Addressing negative customer feedback immediately.
 Identifying business opportunities and deals.
 Generating and distributing daily reports and other acknowledgments to appropriate
personnel.
 Providing detailed monthly departmental reports and updates to senior management.
 Routinely preparing and evaluating CRM reports to identify problems and areas for
improvement.
 Handling correspondences in the customer care unit including composing business
letters, memos to customers and other correspondences between customer care unit
and other departments.
 Recommending changes to existing methods to increase the accuracy, efficiency and
responsiveness of the customer service department.
 Swaps and activation of lines (prepaid and postpaid).
 Provisioning of value added services on customers’ lines.
 Organising workshops and informal meetings on behalf of the company with the aim of
showcasing the company’s products and services.

ACHIEVEMENTS
 Played an instrumental role in increasing shop sales and thereby meeting and exceeding
targets within five years in the Gloworld.
 Improved customer satisfaction ratings index within one year as Customer Service Team
leader.

March 2007 – May 2009

DESIGNATION : Supervisor/Activation Officer.

COMPANY: Globacom. (Gloworld Ikeja)

 Supervising team members to ensure that their activities are in conformity with
organizational standards.
 Mentoring new specialist shop executives.
 Generating and distributing daily reports and other acknowledgments to appropriate
personnel.
 Providing detailed monthly departmental reports and updates to senior management.
 Routinely preparing and evaluating CRM reports to identify problems and areas for
improvement.
  Handling correspondences in the customer care unit including composing business
letters, memos to customers and other correspondences between customer care unit
and other departments.
 Swaps and activation of lines (prepaid and postpaid).
 Provisioning of value added services on customers’ lines.

November 2005 -March 2007

DESIGNATION: Cutomercare/Sales Specialist.

COMPANY: Globacom. (Gloworld Ikeja)

FUNCTIONS

 Interfacing with customers in order to attend to customer queries, issues and

complaints
 Collecting, monitoring and evaluating customer requirements to achieve desired
delivery time and order fill rates.
 Sales and marketing of company’s products and services by shopping and scouting for
individuals and companies that can benefit from the companies’ products and services.
 Sales of the company products using POS.
 Developing rapport with the customer base by handling difficult issues with
professionalism.
 Documentation of all customer Interaction.
 Analysing and generating reports based on customer interaction.
 Providing excellent client service and closing deals by exhibiting a strong knowledge of
company's products and services.
 Stock management and control.
 Application of various internet services on laptops and handsets through configuration.

ACHIEVEMENT

 Attained the highest sales in the company’s product and services.( 2007/2008 staff sales
review Gloworld Ikeja)
March 2005 - November 2005.

DESIGNATION: Customer care Representative.

COMPANY: Globacom. (Glomobile Call centre)Victoria Island, Lagos.

FUNCTIONS.

 Attending to customers’ queries and complaints over the phone.

 Accessing customer information and capturing all customer interaction on necessary
computer application package.

April2004 –March 2005

DESIGNATION: Billing and Credit Control Officer.

COMPANY: Mobitel Limited. Victoria Island, Lagos

FUNCTIONS.

 Updating of subscriber accounts with payments received on daily basis and maintenance
of individual subscriber accounts.
 Ensuring that bills are paid by subscribers and doubtful or bad debt brought to the
notice of management.
 Ensuring that subscribers do not exceed their payment period.
 Monitoring subscriber accounts as well as following up on their payments and
outstanding.
 Collection of payment on behalf of the company in form of cheque, cash or draft from
subscribers.
 Preparation of report on traffic billing, aged -debtor analysis and lines suggested for
tossing on each exchange.
 Liaising with subscribers on other issues relating to their bills.
 Preparation of the following schedules/reports: -PTO bills receivable/payable (monthly).
-Commissions payable to sales agents (monthly). -Adjusted journals. -Daily collection
schedule.
January 1995 –December 1996

DESIGNATION: Sales Representative.

COMPANY: Castario Ltd.Lagos Island, Lagos

FUNCTIONS

 Partaking in the sales of men's clothing and accessories

EDUCATION.
October 2011 University of Lagos.Yaba, Lagos

QUALIFICATION: Masters in Business Administration. (MBA) in view.

Specialisation in Finance.

September 1998 -July 2002 University of Lagos.Yaba, Lagos

QUALIFICATION: B.SC Business Administration.

GRADE: 2nd Class Lower Division

September 1997 –July 1998 University of Lagos.Yaba, Lagos

QUALIFICATION: Diploma in Mass Communication

AWARD: Best Graduating Student (Public Relations and Advertising)

January 1989 –July 1994 Lagos state Model College Kankon, Badagry, Lagos.

QUALIFICATION: S.S.C.E.

AWARD: Best French Student.

TRAINING.
MAR 10- APRIL 7, 2005: Globacom Orientation Programme.

JUL 2005: Team building Training.

MAR 2006: Samsung Telecommunications Training.

JUN 2007: Nokia Telecommunications Training.

JAN 2008: Safety Training.

SOFTWARE/SYSTEM SKILLS.
Proficient in the use of Microsoft office tools (Word, Excel, Access, PowerPoint and Outlook).

Level IV typing ability.

Ability to conduct web-based research on Google and other search engines.

LANGUAGE SKILLS.
Level IV Fluency in oral and written English, Igbo and Yoruba Languages.

INTERESTS.
Meeting people, reading, listening to music, watching movies and cooking.

REFERENCES.
Olusola Adenuga-Taiwo

Partner, Olusola Taiwo & Co

45 Lagos Street, Ebutte-metta Lagos.

Tel: 08074244440
Nnamdi Iloh

Manager FCMB PLC

FCMB Head office, 17A Tinubu Street, Lagos Island, Lagos

Tel: 08033250258

Ambrose Omoijiade

Senior Manger, Internal Audit, Globacom

1 Agoro Odiyan Street, Victoria Island, Lagos.

Tel: 08055578559