Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Maryann Nzenwata

Arnold,NTT

Summary

An experienced Customer Service Representative dedicated to providing quality care for ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients. Dedicated to addressing customer needs and delivering effective solutions to customers concern. Excellent time management skills combined with a superior knowledge of the customer service industry. Hardworking and ready to join my next team.

Overview

7
7
years of professional experience
13
13
years of post-secondary education

Work History

Customer Resolution Advisor

Evri
11.2023 - Current
  • Prioritized and clear the UP queue having contacted clients and customers to
    establish correct addresses / label / packaging issues
  • Ensured a timely response to email queries from customer service i.e. addresses
    queries/delivery disputed within an agreed SLA of 24 hours via Telephone and Email.
  • Conducted thorough investigation of all undelivered parcels to ensure compliance and
    full resolution to the end customer.
  • Conducted thorough depot searches to locate missing parcels ensuring CRM enquiries
    are fully resolved within SLA and customers/clients updated accordingly.
  • Investigated queries, identifying the location of parcels, contacting our couriers for
    updates and where necessary feeding back to client or customer
  • Exhibited high energy and professionalism when dealing with clients and staff.

Health Care Assistant

Florence
01.2022 - 11.2023
  • Maintain good communication and develop effective working relationships with clients
  • Provide companionship to clients, actively talking and listening to them about their interests
  • Welcomed clients with enthusiasm and delightful and helpful attitude
  • Supported clinical staff to complete health assessments.
  • Provide personal care and support clients with dementia and learning disabilities to address different needs
  • Use person centred approach to undertake tasks in clients care and support plans.
  • Maintain detailed logs and reports of services.
  • Ensure safe handling of property and equipment belonging to clients.
  • Safely escorted patients during medical appointments and hospital visits.
  • Vigilantly monitored changes in physical and mental health, reporting deterioration to senior carers for urgent attention.
  • Prepared healthy meals and delivered feeding support.
  • Helped service users on average of 25 daily to improve their independence, building strength and confidence to enhance daily living.
  • Demonstrated consistent respect and privacy for care users, maintaining dignity irrespective of circumstance.
  • Built patient confidence through physical exercise, promoting positive lifestyle changes and improved well being.

Operations Officer/Customer service Role

VFS Global
01.2020 - 06.2020
  • Addressed all customer concerns in timely and effective manner
  • Handled large volume of calls on day to day basis with sense of calm and good work ethic
  • Worked to understand needs of each customer
  • Handled multiple transaction messages for businesses and individuals
  • Provided proper customer service for visa applicants
  • Carried out data entry, auditing file and accounts, and verifying and checking clients documents
  • Implemented daily processes and procedures for smooth operations
  • Worked with line managers and team to resolve visa application issues.
  • Built and maintained strong business relations with clients and suppliers, contributing to 25% profitability increase.
  • Enabled smooth running of operations, supporting team of over 200 department staff.
  • Resolved complex customer enquiries with 65% positive outcome.

Administrative /Marketing Officer

Consolidated Hallmark Insurance
01.2017 - 11.2018
  • Researched competitors and demographics to compare and assess best marketing techniques.
  • Made active marketing of insurance packages and followed up with prospective clients via telephone and mails.
  • Maintained proper company's documentation of transactions and processes following preset guidelines established by compliance and management
  • Performed administrative and recruitment functions such as interview exercises, and evaluated applicants who joined project team.
  • Built public relations strategies for broadened advertising scope.
  • Engaged key audiences via social media channels using content generation and channel management.
  • Participated in department meetings to discuss new ideas for upcoming projects.
  • Supported marketing manager in delivering successful campaign activity through drafting and fact-checking copy, sourcing imagery and producing video content which yielded positive impact on sales.
  • Devised creative strategies for highlighting goods and promoting specific attributes.
  • Organisms self marketing plans and programmes to best support business growth and development.

Education

Master of Business Administration - Business Administration And Management

Obafemi Awolowo University
02.2015 - 03.2019

B.Sc - Science in Economics

Obafemi Awolowo University
09.2008 - 03.2012

GCSEs - Social Science

Obafemi Awolowo University International
09.2002 - 04.2008

Skills

  • Problem Solving Skills
  • Leadership Skills
  • Interpersonal Skills
  • Excellent Customer Service
  • Care Management
  • Exceptional communicator
  • People Management
  • Project Management
  • CRM implementation
  • Office 365 usage
  • Record maintenance

Languages

English
Fluent

Timeline

Customer Resolution Advisor

Evri
11.2023 - Current

Health Care Assistant

Florence
01.2022 - 11.2023

Operations Officer/Customer service Role

VFS Global
01.2020 - 06.2020

Administrative /Marketing Officer

Consolidated Hallmark Insurance
01.2017 - 11.2018

Master of Business Administration - Business Administration And Management

Obafemi Awolowo University
02.2015 - 03.2019

B.Sc - Science in Economics

Obafemi Awolowo University
09.2008 - 03.2012

GCSEs - Social Science

Obafemi Awolowo University International
09.2002 - 04.2008

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Maryann Nzenwata