Summary
Overview
Work History
Education
Skills
Affiliations
Hobbies and Interests
Certification
Accomplishments
Timeline
BusinessAnalyst
Gogo Lawson Hayford

Gogo Lawson Hayford

NEWCASTLE,Tyne and Wear

Summary

A professionally trained and certified human resource personnel who is proactive, result driven and also keen on ensuring effective performance to achieve desired result and a Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

7
7
years of professional experience
3
3
Certification

Work History

Client Support Associate/IT Customer Service Associate

Accenture
05.2024 - Current
  • Handled customer inquiries and complaints with professionalism and patience, resolving customer issues quickly and efficiently. Managed approximately 30 incoming calls per day from customers.
  • Developed and maintained strong relationships with customers to ensure satisfaction and loyalty
  • Assisted customers with product selection, troubleshooting, and order processing
  • Demonstrated ability to work independently and as part of a team to exceed customer service goals.
  • Enhanced client satisfaction by promptly addressing concerns and providing tailored solutions.

Customer Service

Ipsos Mori
12.2021 - 04.2024
  • Make outbound calls to clients to convince them in taking part in interviews
  • Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
  • Ensuring clients engagement and keeping them interested throughout the interviews
  • Work with different organisations like NCS, DWP, and other government parastatals to monitor business operations and practices and deliver feedback in a given period of time.

Relocation

09.2021 - 11.2021
Relocating from my home country (Nigeria to the United Kingdom). During this period I had to do some factory jobs, supermarkets jobs etc from Indeed.

Branch Manager

Phone Headquarters
01.2021 - 08.2021
  • Supervised and trained five customer service team members to provide exceptional service throughout entire experience
  • Recruited, hired, and trained ten employees for marketing and sales department
  • Developed a strong workforce by skilfully recruiting, orienting, and training the employees
  • Consistently met and sometimes exceeded the sales target by monitoring and improving marketing, adverts, and customer relationship
  • Assessed employee performance and motivated employees through carrot and stick approach, leading to rewards in some cases.

Customer Care Manager

Phone Headquarters
08.2020 - 12.2020
  • Calmed angry customers, listened to their complaints, and proffered solutions
  • Created a method of after-sales follow-up with customers
  • This also earned me an award for best customer care manager in all branches and facilitated my promotion to the position of a branch manager
  • Managed quality communication, customer support and product representation for each client
  • Resolved customer issues using strong interpersonal skills and conflict resolution techniques
  • Ranked as most effective in attending to customers and resolving complaints out of six number of representatives.

Sales Manager

Holab Ventures
08.2018 - 07.2020
  • Increased sales by 30% through implementing Black Friday sales/ discounted sale initiatives
  • Educated customers on all processes and services available including holiday sales discount
  • Identified and solved complex strategy problems to impact sales management and business direction
  • Supervised four employees and monitored performance to meet sales goals
  • Actualised strategies to continuously improve customer service, company, and brand visibility.

Economics Teacher

Community Secondary Commercial School
06.2017 - 07.2018
  • Taught ten classes weekly from SS1 to SS3 level
  • Developed Economics syllabus using extensive knowledge of West African exam boards
  • Made lecture notes for each class and prepared them for exam and also prepared the SS3 class for their final exams
  • Differentiated teaching style to accommodate student needs and difficulties.

Education

Project Management (Foundation level) (Online) -

Cloud Computing (AWS) (Foundation level) (Online) -

Artificial Intelligence & Data Science (Foundations) -

Teesside University
09.2023

MA - Human Resource management (Applied)

Teesside University
07.2023

BBA - Human Resource Management

UNIVERSITY of CAPE COAST & Perez UNiversity college
06.2016

Skills

  • Conflict resolution
  • Microsoft office
  • Quick adaptability
  • Effective Communication
  • Strategic Planning & Organisation
  • Coaching/Leadership
  • People rapport
  • Change management
  • Team Orientated
  • Bamboo HR
  • HRIS
  • Workday
  • HRMS
  • Human Capital Management
  • Microsoft Dynamics
  • Power BI
  • R Console
  • Strong Work Ethic

Affiliations

  • Chattered Institute of Personnel Development, CIPD- Associate Member, 05/2023
  • Chattered Institute of Personnel Management, CIPM-Associate Member, 02/2020

Hobbies and Interests

  • Charity: Raised over 1000 sanitary pads for the “Support Her Prime” initiative in Lagos, Nigeria.
  • Sports: won three gold medals in individual races and a silver in a relay race through high school and college.
  • Acting: featured in over 10 stage plays for my university and my performance and dedication earned me the role of a talent manager of an entertainment company in school called "Core Entertainment"

Certification

  • Licensed Human Resource Practitioners - 2022 - Ongoing

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Supervised team of 12 staff members.

Timeline

Client Support Associate/IT Customer Service Associate

Accenture
05.2024 - Current

Customer Service

Ipsos Mori
12.2021 - 04.2024

Relocation

09.2021 - 11.2021

Branch Manager

Phone Headquarters
01.2021 - 08.2021

Customer Care Manager

Phone Headquarters
08.2020 - 12.2020

Sales Manager

Holab Ventures
08.2018 - 07.2020

Economics Teacher

Community Secondary Commercial School
06.2017 - 07.2018

Project Management (Foundation level) (Online) -

Cloud Computing (AWS) (Foundation level) (Online) -

Artificial Intelligence & Data Science (Foundations) -

Teesside University

MA - Human Resource management (Applied)

Teesside University

BBA - Human Resource Management

UNIVERSITY of CAPE COAST & Perez UNiversity college

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Gogo Lawson Hayford