Summary
Overview
Work history
Education
Skills
Languages
Timeline
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Hauwa Umaru Abayomi

Newport

Summary

Hauwa is a customer-oriented, strategic-thinking and meticulous business development manager with experience in building relationships, cultivating partnerships, retaining top accounts and growing profit channels. Effective at identifying customer needs to deliver solutions. Her vast experience spans across the banking, insurance and telecoms sectors. Hauwa is driven with a track record of excellence; Providing unsurpassed support to demanding customers with a passion for consistently improving numbers, enhancing knowledge and exceeding expectations.


Overview

7
7
years of professional experience

Work history

Customer Service Manager

24/7 Elderly Care Foundation
07.2019 - 01.2022
  • Implemented personal development programmes to enhance staff capabilities and satisfaction.
  • Delivered feedback constructively to enhance staff performance.
  • Planned staff rotas to meet customer needs whilst remaining under budget.
  • Reviewed processes and practices regularly to achieve business goals.
  • Controlled resources and utilised assets to achieve service and sales targets.
  • Recognised issues and implemented corrective actions for continual improvement.
  • Took ownership of escalated customer issues and followed through to resolution.
  • Advised management of customer service trends, creating proactive strategies to maintain best practices.

Business Development Manager

Hygeia HMO
01.2019 - 06.2019
  • Identified and closed new business opportunities including new markets, new clients and new partnerships or new products and services through strategic networking, enhancing valuable client bases
  • Grew engagement, interaction, and reputation through multi-platform for outstanding levels of client satisfaction
  • Collaborated with cross-company departments, developing new strategies to capitalize on emerging customer trends
  • Drew on understanding of key markets to push development of business strategies
  • Reviewed constantly the customer feedback and suggested ways to improve the processes and customer service levels which increased the satisfaction rate from 70% - 88%
  • Ensured that new clients will grow into a loyal customer base in a health insurance niche market by implementing new loyalty program among locals
  • Possessing a strong understanding of the company's products, the competition in the industry and positioning
  • Drafted documents and reports for management review
  • Partnered with management to implement processes and complete special projects
  • Managing and training a business development team
  • Collaborating with design and sales teams to ensure that the requirements are met

Direct Sales Executive

Union Bank
01.2017 - 12.2018
  • Effectively handled daily customer meetings, sales calls, and account management tasks, improving sales team efficiency
  • Fostered positive relationships with customers to enhance loyalty and retention
  • Delivered professional sales presentations, creatively communicating product quality and market comparisons to prospective clients
  • Qualified prospects to determine future sales possibilities and improve conversion efforts
  • Listen to customer requirements and present appropriately to make a sale
  • Maintained and developed relationships with existing customers in person and via telephone calls and emails
  • Negotiating terms of sales and agreements and closing sales with customers
  • Gathering market and customer information to figure out the customer needs
  • Act as a contact between a company and its existing and potential markets
  • Advise top level executives on forthcoming product developments and discuss special promotions.

Customer Care Representative

ISON BPO
06.2015 - 12.2016
  • Recorded and processed customer data accurately.
  • Analysing complex customer issues, resolving them to customer satisfaction, and providing guidance to customers to prevent re-curing issues
  • Developing reports that includes recommendations to improve customer service for manager's review; and achievements and planned improvements to improve deficiencies for customers
  • Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Offered detailed advice on product and service benefits.
  • De-escalated objections and disputes professionally to maintain customer satisfaction.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.

Education

B.Eng - Agricultural Engineering

Abubakar Tafawa Balewa University
2014

Skills

  • MS Office proficiency
  • Sales leadership
  • Marketing expertise
  • Relationship management
  • Data confidentiality
  • Dispute resolution
  • Queue management
  • LiveAgent
  • Sales enquiry handling
  • Strong customer service orientation
  • Administrative support
  • Exceptional communication
  • Complaint resolution
  • Data acquisition
  • Written and verbal communication skills
  • Team management

Languages

English
Fluent

Timeline

Customer Service Manager

24/7 Elderly Care Foundation
07.2019 - 01.2022

Business Development Manager

Hygeia HMO
01.2019 - 06.2019

Direct Sales Executive

Union Bank
01.2017 - 12.2018

Customer Care Representative

ISON BPO
06.2015 - 12.2016

B.Eng - Agricultural Engineering

Abubakar Tafawa Balewa University

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Hauwa Umaru Abayomi