Success Enebeli
Rentokil-Terminx Canada
Lagos,NG
8
years of professional experience
Detail-oriented Business Professional with over 6 years of experience in coordinating executive priorities and managing cross-functional projects. Skilled in complex schedule management, meeting coordination, and executive report preparation. Expertise in project coordination, operations management, and executive-level communication, ensuring efficient day-to-day operations. Advanced user of Microsoft Office Suite, Google Workspace, Microsoft Teams, and CRM platforms.
Work History
Senior Customer Experience Representative
2 Years 4 Months- Supported senior leadership by coordinating daily operational priorities across customer service, dispatch, and field teams, ensuring timely execution of business-critical activities.
- Acted as Team Lead during supervisor absences, overseeing the daily operations and performance of a 6-member customer service team while maintaining service continuity.
- Conducted quality assurance audits across phone, email, web forms, and ticketing channels, ensuring compliance with SLAs and enhancing overall service quality.
- Monitored live customer interactions, evaluated agent performance, and delivered one-on-one coaching that strengthened communication skills and service quality.
- Resolved complex Tier 2 customer escalations, utilizing stakeholder management, conflict resolution, and decision-making to protect customer relationships and uphold company standards.
- Created performance reports in Excel and Google Sheets by tracking key operational metrics, including CSAT, AHT, and FCR, facilitating informed management decisions.
- Optimized CRM workflows by updating macros, ticket routing rules, and documentation within Freshdesk, Five9, and 8x8, improving workflow efficiency.
- Conducted detailed account reviews before approving customer refunds, protecting company revenue by ensuring contractual compliance and policy adherence.
Operations & Store Manager
5 Months- Directed daily store operations, managing inventory procurement, product merchandising, and cash handling procedures while maintaining an organized, high-standard retail environment.
- Supervised and mentored floor staff, designed weekly shift schedules, optimized labor allocation based on peak foot traffic data, and ensured adherence to workplace policies to enhance team effectiveness.
- Cultivated high-value client relationships through exceptional product education, resolved point-of-sale escalations, and maintained high customer satisfaction rate to drive repeat business.
- Cultivated high-value client relationships by delivering exceptional, consultative product education, resolving point-of-sale escalations, and maintaining a high customer satisfaction rate.
- Tracked daily and weekly sales performance metrics, generated revenue and inventory reports for upper management to identify top-performing product trends and inform strategic decisions.
Project Officer
2 Years- Coordinated multiple concurrent projects from initiation to completion, ensuring deliverables were completed on time, within scope, and within approved budgets.
- Organized project meetings for senior management, prepared agendas, documented action items, and followed up on outstanding deliverables to enhance project oversight.
- Served as the primary liaison between clients, project teams, and management, facilitating effective communication and stakeholder engagement throughout the project lifecycle.
- Performed project risk assessments and implemented mitigation strategies to minimize operational and project delivery risks.
- Conducted project risk assessments and implemented mitigation strategies to minimize operational and project delivery risks, ensuring project continuity.
- Supported senior management by organizing project meetings, preparing agendas, documenting action items, and following up on outstanding deliverables.
- Coordinated organizational change initiatives by maintaining implementation plans and ensuring adherence to established change management processes.
- Responded promptly to client inquiries and communicated project updates, fostering stronger client relationships and enhancing overall service delivery.
Construction Project Intern
1 Year- Partnered directly with Project Engineers and Senior Managers to track construction milestones and ensure successful delivery of project targets.
- Managed project documentation, contract records, and change requests to enhance data accessibility for stakeholder progress meetings.
- Managed critical project documentation, contract records, and change requests to ensure absolute data accessibility for stakeholder progress meetings.
- Facilitated project pre-qualification and bidding lifecycle, coordinating tender submissions and contract award documentation to streamline contractor selection.
- Facilitated the project pre-qualification and bidding lifecycle, coordinating tender submissions and contract award documentation.
- Contributed to project planning, budgeting, cost estimation, and master scheduling while ensuring compliance with quality and safety management protocols.
Education
Post Graduate Certificate - Project Management
National Youth Service Corps (NYSC) Discharge Certificate
Bachelor of Science - Quantity Surveying
Diploma - Quantity Surveying
Skills
Stakeholder Management
Customer Issue Resolution
Client Interaction Management
Customer Feedback Analysis
Project Coordination
Appointment Scheduling
Diary management
Vendor & Client Relations
Document preparation
Microsoft Suite
Google Workspace
Minutes tracking
SOP Development
Cross-functional Collaboration
Customer Schedule Coordination
Timeline
Senior Customer Experience Representative
Rentokil-Terminx Canada
07.2023 - 11.2025Read More
Operations & Store Manager
Gourmet Tea Boutique Canada
01.2022 - 06.2022Read More
Project Officer
Nona Nataal
01.2019 - 01.2021Read More
Construction Project Intern
Federal Housing Authority
01.2018 - 01.2019Read More
National Youth Service Corps (NYSC) Discharge Certificate
Read More
Canadore College
Post Graduate Certificate from Project Management
Read More
University of Lagos
Bachelor of Science from Quantity Surveying
Read More
University of Lagos
Diploma from Quantity Surveying
Read More