1. GLADYS ADANOMWAN ODIASE
12 krist Oladunni Street off Idimu road Ejigbo Lagos.
Email: email@example.com; mobile: 08184364143
I am an accomplished Customer service enthusiast with experience in the retail industry –
Telecommunication, travel and FMCG with over 5 years’ experience in international contact
centre environments and familiar with the usage of Avaya, Amadeus, Google doc, Microsoft
dynamics, Xlite, CCP and CMP contact centre systems. Most excellent at juggling multiple tasks and
working under pressure; professional with strong leadership and relationship-building skills. Other area
of expertise include Professional usage of MS suite; Active listening, self- motivated, intuitive and very
sound judgments. These qualities lay the foundation of my achievements that included Best Tele
sales Agent (2011) and, an appointment as Team lead- call centre, Etisalat Nigeria Communication
Expert in; Proficient in;
Account payables/receivables . Sales
Client relations . problem solving
Cold calling . computer literate
CRM systems . Customer need assessment
Account management . customer service
Earned highest sales for Etisalat Nigeria post-paid products companywide, 2011
Achieved highest retention for Post office products CAPITA, 2013
Successful handling of irate clients amicably without need for escalation to higher
Implemented new work process flow which increased department productivity by introducing the
use of Microsoft excel as an alternate to CRM system in IT down time.
Develop and monitor break adherence and schedule for 40 call centre agents
Developed an effective enterprise reporting format that give both visual and accurate indication
of staff performance.
Developed an article in 4 months of employment on the implementation of lean six sigma practices
that reduced operational cost.
2. PROFESSIONAL EXPERIENCE
Wakanow.com LTD, Nigeria September 2014-till date.
Role: Quality Assurance and Revenue Specialist
Worked at HQ with about 370 staff members across the enterprise; facilitated by job rotation in the various
departments. It required good interpersonal skills, appreciation of different personality, and co-ordination
of temperaments to achieve the company goal. Responsibilities includes:
Quality Monitoring: Ensure contact staff have good product knowledge and adhere to company
policy, processes and procedures across the travel centre, HQ and contact centre.
Knowledge base: Continually update staff members on new products and service, giving training on
Department Liaison: interrelate all of the various unit of the enterprise offering quality advice as
required to improve productivity
Conflict resolution and Damage control: Attending to Irate customer that request to speak to high
management and working earnestly to resolve the dispute as amicably and costless as possible,
maintaining the company good image.
Ambassadors: Service representative at functions to portray the company’s potential and acquire
new customer base.
Business Development: Acquiring new customer both corporate and individuals to enhance
Reporting: Responsible for the collation of meetings reports, minutes and also department
reporting to management of staff performance to targets.
CAPITA-Customer Service Management, UK June 2013 – May 2014
Role: Customer Service Advisor (Sales and Retention)
Worked closely within a team of six to provide frontline support to customers across the Post Office
products. It required good interaction, team work, and product knowledge. Responsibilities included:
Customer Service and Liaison: dealing with day to day complaints and inquiries over the telephone
as routed. Learnt to work professionally with colleagues, team lead and other department, and
how to handle working under pressure.
Account management: gained experience of creating tailored products and service to customer
needs and updating the information. Carried out Inbound and Outbound calls to maintain , and
attain customer relationships
Systems Utilisation: Managed the call centre systems- CCP, CMP, Dynamics CRM and Avaya
telephony system to carry out seamless customer service duties, DPA check and first call resolution.
3. Workflow management: developed report writing skills when I registered call logging on the
database to provided intelligent knowledge to other call centre agents to handle customers.
Quality Assurance: Appraisal of customer advisors’ performance based on enterprise objectives;
discussion and referral of CSA for training.
Customer Contact Solutions Nigeria Limited June 2010 – Jan 2013
Role: Sales Executive / Customer service support lead (Etisalat Post-paid project)
Worked in a large call centre environment with over 200 agents to provide 1st
line support to mobile phone
subscribers across the country. It demanded active listening skills and empathy to concerns. Also close
communication with team manager in Knowledge sharing session (KSS) to improve process effectiveness.
Customer service support: gained experience in building rapport and relationship management with
subscribers. Learnt to professionally handle irate subscribers in a polite, clear and positive
mannerism. Smiling to impress a certainty on the minds of the customer of our commitment to
Business development. Managed upselling of products and acquired new clients through telesales.
Communications: improved on the management of live chat interaction. Developed a feedback
platform that ensured better presence that ensure our brand image spells quality and excellence.
Co-development Responses to Request for proposal on call centre infrastructure and outsourcing
Starview Technologies Nigeria 2008 – 2010
Role: Client Engagement Officer
Worked independently to acquire contract for the business especially in IT systems audits.
Client Account Management: Personalselling of service to clients. This improved my skills of
negotiation, need identification and product development that fit clients’ objectives.
PHCNigeria Business Unit Yola, Adamawa, Nigeria 2007 -2008
Role Accounts Clerk
Worked in the accounts department in a team of 3 chartered accounts to provide inventory of all
financial matters in the business units. Required attention to details and immediate communication
of discrepancy to appropriate authority.
Collation of business receipts: Gained experience in data entry in account books. Managed the
reconciliation with pay point’s database.
Account management: trailof consumer complaint lodgings, documentation and filing to ensure
4. EDUCATION AND PROFESSIONAL TRAINING
Master of Science: MSC Applied Management and Sustainability (Merit) Jan 2013 –Jan 2014
University of Bradford, United Kingdom
Technical knowledge: Operations Management; Human Resource management and Information systems
planning for Sustainability, Marketing Strategy & Planning, Lean Management.
Master in Business Administration: MBA Strategic Management (Merit) June 2013 – Sept. 2013
University of Bradford, United Kingdom
Bachelor of Science: BSc Geography and Regional Planning 2002 -2006
University of Benin, Nigeria
This is will provided at request.