Jummai Jiya
Plantation,FL
Summary
Dynamic Senior Account Manager with a proven track record at Choice Home Warranty, excelling in client relationship management and strategic planning. Leveraged excellent negotiation skills to enhance account growth, achieving significant improvements in customer satisfaction ratings. Adept at mentoring teams and driving revenue generation through innovative solutions and proactive communication.
Overview
10
10
years of professional experience
Work History
Senior Account Manager/ Recruiter
Choice Home WarrNty
Sunrise, FL
10.2023 - 02.2026
- Managed client accounts to ensure satisfaction and retention through proactive communication.
- Developed strategic account plans to align services with client needs and expectations.
- Collaborated with cross-functional teams to resolve client issues and enhance service delivery.
- Analyzed market trends to identify growth opportunities for existing client portfolios.
- Mentored junior account managers, providing guidance on best practices and client engagement strategies.
- Led initiatives to improve customer service metrics, enhancing overall client satisfaction ratings across accounts.
- Developed long-lasting client relationships by providing exceptional customer service and support.
- Worked with customers to develop strategic business and account plans.
COOPERATE HR RECRUITER (Contract)
Kedren Community Mental Health Center
Los Angeles, CA
06.2023 - 09.2023
- Conducted initial screenings to assess candidate qualifications and fit for organizational culture.
- Coordinated interview schedules between candidates and hiring managers to streamline recruitment process.
- Assisted in developing job descriptions that accurately reflect role requirements and expectations.
- Utilized applicant tracking system to manage candidate applications and maintain accurate records.
- Participated in career fairs to promote employer branding and attract diverse talent pools.
- Collaborated with team members to refine recruitment strategies, enhancing overall candidate experience.
- Provided onboarding support, ensuring new hires received necessary training and resources promptly.
- Managed full-cycle recruiting process for applicants to promote smooth and positive onboarding experience.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Worked on special HR projects to promote and enhance services offered.
- Collaborated with HR director to develop and integrate workforce planning, analysis and solutions.
- Facilitated onboarding processes for new hires, fostering positive relationships from day one of employment.
Customer Service Manager
Alameda Care Center
Los Angeles, CA
02.2020 - 02.2023
- Led customer service team to enhance client satisfaction through improved communication strategies.
- Developed training programs for staff to increase product knowledge and service efficiency.
- Implemented feedback systems to gather insights and address customer concerns proactively.
- Analyzed customer service metrics to identify trends and recommend process improvements.
- Collaborated with cross-functional teams to streamline operations and enhance service delivery.
- Mentored junior staff, fostering a culture of continuous improvement and professional development.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Spearheaded initiatives to improve team performance, resulting in higher service quality ratings.
- Took ownership of customer issues and followed problems through to resolution.
- Established protocols for handling complex customer inquiries, reducing resolution time significantly.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Followed through with client requests to resolve problems.
Customer Service
123 Homecare
Los Angeles, CA
01.2016 - 01.2020
- Conducted candidate sourcing and screening to identify qualified healthcare professionals.
- Facilitated interview processes, coordinating schedules between candidates and hiring managers.
- Managed applicant tracking system to ensure accurate record-keeping and candidate communication.
- Developed job postings utilizing employer branding to attract top talent in healthcare sector.
- Collaborated with hiring managers to refine job descriptions based on departmental needs and trends.
- Trained new recruiters on best practices for candidate engagement and recruitment strategies.
- Implemented process improvements that enhanced overall recruitment efficiency and candidate experience.
- Analyzed recruitment metrics to identify trends and inform strategic workforce planning initiatives.
- Reduced time-to-fill rates by proactively building a pipeline of qualified candidates for critical healthcare roles.
- Worked with healthcare employees to determine specific job qualifications.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Developed and monitored employee recognition programs.
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
- Completed human resource operational requirements by scheduling and assigning employees.
- Promoted exceptional customer service by engaging clients on sales floor.
- Used excellent customer service skills in addressing passengers' needs.
- Processed customer transactions quickly, accurately, and with excellent customer service skills.
- Kept accurate records to document customer service actions and discussions.
- Displayed very good communication and customer service skills.
- Verified patients had positive experience by providing exemplary customer service.
- Streamlined account management processes for improved efficiency and customer service.
- Provided exceptional customer service when handling inquiries regarding orders or deliveries.
- Greeted customers and provided outstanding customer service.
Education
Master of Science - Psychology
Ambrose Alli University
Nigeria03.2018
Bachelor of Arts - Business Administration
Cameron University
Lawton, OK12.2014
Skills
- Business development
- Schedule management
- Excellent negotiation skills
- Partnership development
- Digital marketing
- Customer relations
- Territory management
- Goals and performance
- Operations
- Staff management
- Revenue generation
- Strategic planning
- Sales expertise
- Systems and software expertise
- Database management
- Scheduling
- Vendor management
- Cold calling
- Client services oversight
- Leadership management trained
- Client relationship management
- Account growth
- Client acquisition
Languages
Hausa
Native or Bilingual
Timeline
Senior Account Manager/ Recruiter
Choice Home WarrNty
10.2023 - 02.2026
COOPERATE HR RECRUITER (Contract)
Kedren Community Mental Health Center
06.2023 - 09.2023
Customer Service Manager
Alameda Care Center
02.2020 - 02.2023
Customer Service
123 Homecare
01.2016 - 01.2020
Master of Science - Psychology
Ambrose Alli University
Bachelor of Arts - Business Administration
Cameron University