Blessing Omokri

• Customer Support: Handle inbound and/or outbound customer interactions via phone and digital channels.
  Assist customers with queries relating to Universal Credit claims, payments, and account updates.
  Provide clear, accurate, and helpful information in a professional and empathetic manner.
  
• Case ManagementAccurately record and update customer information on internal systems.
  Follow processes to ensure all cases are handled in line with DWP guidelines.
  Escalate complex or sensitive cases appropriately.
  
• Compliance & Data Security: Adhere strictly to GDPR and data protection regulations.
  Follow all compliance procedures related to government services.
  Maintain confidentiality and handle sensitive information responsibly.
  
• Customer Experience: Deliver a positive and supportive customer journey, particularly for vulnerable individuals.
  Demonstrate patience, empathy, and professionalism in all interactions.
  Build trust and rapport with customers from diverse backgrounds.
  

Customer Interaction & Call Handling
Handle inbound and/or outbound calls in a professional, friendly, and efficient manner.
Assist customers with enquiries relating to online shopping, deliveries, refunds, and account issues.
Resolve customer concerns at first point of contact where possible.
Maintain a calm and empathetic approach, especially when dealing with complaints.
Multi-Channel Support
Provide support via telephone, email, and live chat where required.
Ensure consistent service quality across all communication channels.
Accurately capture customer interactions within internal systems.
Order & Account Support
Help customers track, amend, or resolve issues with online grocery and retail orders.
Support with account access, payment issues, and loyalty programmes.
Process refunds, replacements, and compensation in line with company policies.
Case Management & Administration
Record detailed and accurate notes of customer interactions.
Follow internal processes to manage and resolve cases effectively.
Escalate complex or unresolved issues to the appropriate teams.
Performance & Quality
Meet key performance indicators (KPIs) such as call handling time, quality scores, and customer satisfaction.
Participate in training, coaching, and performance reviews.
Continuously improve product knowledge and service delivery.
Hybrid Working & Team Engagement
Effectively manage workload in both home and office environments.
Attend team meetings, briefings, and training sessions (virtually and in-person).
Collaborate with colleagues to share knowledge and best practices.

• Demonstrated agility in adopting new methodologies, enhancing operational efficiency and productivity by an impressive 85%, and integrating innovative techniques into daily tasks
• Spearheaded and supervised a team of five to organize and manage an annual fair in Abuja, hosting 25+ universities and boarding schools, and showcasing exceptional leadership skills within four months of joining
• Independently managed and processed over 35 applications to prominent universities and boarding schools in the UK and Canada within the first month of tenure, exhibiting self-reliance and efficiency in handling critical responsibilities
• Delivered empathetic and efficacious counseling services, addressing academic and personal concerns in both group and individual settings, and ensuring a supportive environment for clients
• Maintained currency with the latest educational policies, trends, and best practices, conducting extensive research and analysis to furnish clients with evidence-based recommendations.

• Developed and maintained positive, impactful relationships with students, facilitating improved learning outcomes.
• Offered support to special needs students, guaranteeing safety and access to equitable learning.
• Provided friendly, enthusiastic support to pupils in individual and group support settings.
• Managed pupil behavior to cultivate focused and productive classes.
• Created and distributed instructional materials for group and one-on-one use.
• Managed challenging child behavior, running interventions to raise concerns and recommend appropriate action.
• Created positive, engaging learning environments to improve student experiences.