Atisi Hayford
Bristol
Summary
With over five years of expertise in market research and the customer care industry, I have received both inbound and outbound calls from a diverse range of clients and industries. My competence in computer literacy, data analysis, and survey administration has a proven track record of effectively capturing and transcribing responses. With my outstanding interpersonal, communication, and problem-solving abilities, I have been able to establish a good connection with clients and handle difficult situations. I am devoted to maintaining the highest levels of integrity and professionalism in any industry I find myself in.
Overview
7
7
years of professional experience
10
10
years of post-secondary education
Work history
Operations Team Leader (Volunteer)
Teenage Helpline
London
05.2023 - Current
- Manage a team of teenage mentors, by overseeing their training and professional development.
- Oversee the delivery of high-quality mental health support via phone calls and emails, ensuring prompt and empathetic responses to client complaints.
- Monitor and evaluate the performance of team members, identifying areas for improvement and implementing changes as needed.
- Escalate any arising issues to the appropriate channels, ensuring timely resolution and client satisfaction.
- Assign daily tasks to each mentor, ensuring a fair and balanced workload distribution.
- Manage inbound and outbound calls, ensuring that all client inquiries are addressed in a timely and professional manner.
- Collaborate with other departments and stakeholders to ensure seamless integration of the support service with other mental health services.
Market research interviewer
Dominion consulting
Lagos
01.2019 - 01.2023
- Answered incoming calls from participants and conducted surveys over the phone.
- Made outbound calls to potential participants and influenced participants through effective communication to obtain the necessary information and points of view.
- Ensured that interviewees had a good experience by employing careful phone manners and building rapport.
- Used pre-written scripts for in-depth phone interviews in order to obtain results that were balanced.
- Recorded interviewees responses accurately and objectively.
- The survey response rate increased by 50%, while the survey duration was shortened from 20 minutes to 10–15 minutes.
Customer service representative
Eco Bank
Nigeria
11.2016 - 01.2019
- Handle inbound and outbound calls from bank clients, providing prompt and courteous service.
- Used product and service experience to help customers with a range of questions.
- Reduced the amount of time customers had to wait on hold while on the phone.
- Maintained up-to-date knowledge of bank products, services, and policies.
- Collaborated with other bank staff to ensure efficient and effective service delivery.
- Maintain accurate and detailed records of client interactions and transactions.
Education
Master of Science - Health Informatics
01.2023 - 01.2024
Certificate of Higher Education - Public Health
03.2021 - 07.2023
Bachelor of Arts - Linguistics and communications
05.2010 - 10.2016
Skills
- Excellent communication
- Time management
- Computer literacy
- Patience
- Data analysis
- Survey administration
- Attention to detail
- People management
- Coaching leadership
Timeline
Operations Team Leader (Volunteer) - Teenage Helpline
05.2023 - Current
Swansea University - Master of Science, Health Informatics
01.2023 - 01.2024
Liverpool Johnmoores University - Certificate of Higher Education, Public Health
03.2021 - 07.2023
Market research interviewer - Dominion consulting
01.2019 - 01.2023
Customer service representative - Eco Bank
11.2016 - 01.2019
University Of Port Harcourt - Bachelor of Arts, Linguistics and communications
05.2010 - 10.2016