IFEOMA OJIMA EZENWA

Project Governance: Establishing and maintaining project management standards and methodologies, ensuring consistency and adherence across

Resource Management: Overseeing the allocation and utilization of resources, including personnel, budget, and tools, to ensure efficient project execution

Performance Monitoring: Tracking project performance against defined metrics, providing regular status reports, and identifying areas for improvement.

Training and Development: Providing training and support for project managers and team members to enhance their skills and knowledge in project management practices.

Stakeholder Communication: Ensuring effective communication with all stakeholders, including senior management, project teams, and clients, to keep them informed and engaged.

Change Management: Managing change initiatives within the project management framework to ensure smooth transitions and minimal disruption to ongoing projects.

Process Improvement: Continuously reviewing and improving project management processes, tools, and templates to enhance efficiency and effectivenes

Quality Assurance: Implementing and maintaining quality assurance processes to ensure projects meet their defined objectives and deliverab

• Managed project schedules by adhering to deadlines and adjusting workflows as needed.

• Enhanced team collaboration through regular meetings, fostering a positive work environment to boost productivity.

• Assisted project managers with administrative tasks, including scheduling meetings and preparing project documentation.

• Tracked project progress and provided timely updates.

• Coordinated project resources and facilitated communication among team members.

• Reviewed project materials and deliverables for adherence to methodologies and procedures.

• Provided administrative support by scheduling meetings, preparing agendas, and maintaining project documentation.

• Maintained accurate documentation and tracked key performance indicators to ensure successful project delivery.

• Assisted in risk management by proactively identifying potential issues and creating contingency plans.

• Facilitated open communication among team members, enabling swift resolution of challenges.

• Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
• Established strong rapport with customers, fostering long-term relationships and repeat business.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
• Engaged clients in person and over phone to answer questions and address complaints.
• Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
• Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
• Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
• Responded to customer calls and emails to answer questions about products and services.
• Mentored junior team members, contributing to their professional development and overall team success.
• Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
• Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
• Processed, scheduled and executed customer orders for new and established customers.
• Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
• Streamlined customer service processes for increased efficiency and improved response times.
• Escalated issues to proper supervisors when standard processes were not effective.
• Assisted in creating departmental policies, protocols, and guidelines that improved overall effectiveness of the customer service team.
• Developed and implemented customer service policies and procedures.
• Coordinated customer service responses for high-value customers with complex issues as leading representative of Type team.
• Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.