Dk Jonah Email & Phone Number

United Kingdom

London, United Kingdom

• Ensured customers queries/issues/complaints were resolved to the satisfaction of all resulting in low percentage of repeat calls .• Liaised with customers, handling queries and claims on the phone and followed up with written correspondence, whilst taking responsibility for investigations.• Resolved faults including Top-up, SMS, Voice and Billing using the Customer Records Management software.• Investigated international destination fault and queries to ensure quality is always of a high standard. • Built strong rapport with both internal and external customers.• Worked in a team to ensure Smile Friday was engaging and staff participated.

Lagos Nigeria

• Worked in a team of two to provide generalist HR support to an organisation of 80 staff. • Supported management with workforce planning, including redeployment, training needs analysis and identifying and actioning internal and external recruitment requirements.• Represented HR in disciplinary meetings to ensure compliance with legislation, internal procedures and best practice. Implemented disciplinary action as required. • Created a staff handbook to clarify policies, responsibilities and disciplinary procedures, which was distributed to all staff. This improved compliance and addressed claims from staff that they were unaware of their duties and repercussions of their actions.• Redesigned appraisal form for junior staff so that it more closely reflected their duties. This involved conducting job analysis to identify core competencies and resulted in improved motivation, performance and service levels.• Worked with new Managing Director to change compensation structures to increase employee engagement. This resulted in introducing long service awards and bonuses. • Identified lack of formal induction process and implemented consistent approach for all staff. • Worked with outsourced training provider to develop courses for customer service staff in conjunction with the professional body for mortgage firms and the legal business school.• Improved transfer of learning by instigating an internal training calendar where all staff who had attended external courses had to deliver a summary of their training to colleagues to share knowledge and reduce costs by providing bite-size in-house learning opportunities. • Processed manual payroll for all permanent staff and contract workers.

Liaised with internal and external customers by telephone and face-to-face to increase sales and reactivate lapsed accounts.Received award for best-performing employee in July 2008 in recognition of exceeding targets and dedication to providing excellent customer service.Demonstrated accuracy and compliance with legal procedures in preparing mortgage documents and opening and closing customers' accounts. Conducted audit of documents issued between 2004 and 2007 and rectified errors. Worked in a team of 2 to operate moneygram payments and achieved a profit of $7650 for the year.

Mandatory placements under National Youth Service Corps, Nigeria After completing a 3-week orientation camp and intensive training, I was assigned to the following roles; 4 days per week)Promoted national housing trust funds, which involved identifying prospects, highlighting minimal interest rates given by Federal Mortgage Bank and giving presentations in military bases to gain referrals. This resulted in exceeding $5million sales target. Built strong rapport with customers during sales process and maintained professional relationships by identifying and meeting their needs and going the extra mile to deliver a tailored service. Ability to perform well in a target-orientated environment recognised by offer of permanent

1 day per week)Worked in a secondary school to promote millennium development goals and share information about the UN's plans for Africa. Developed verbal communication and presentation skills through delivering talks to groups of students.Demonstrated IT and numeracy skills by incorporating pie charts and statistics into teaching materials.; 2005 to 2006 One Million Souls Project, Covenant University, NigeriaContributed to various fundraising activities including door-to-door appeals, organising a Christmas concert and writing letters to highlight the mission's purpose, which was to give back to society and help those in need. Identified two remand homes in need of support and visited them to determine their needs. Demonstrated team working skills by redecorating the homes to improve the living environment. Providing counselling and teaching to boys on an individual basis and assisted them in reintegrating with society. The positive impact of this work is shown by the boys focusing on gaining an education, with some of them currently sitting A-Level examinations. IT SKILLS Good knowledge in MS Word, Excel and PowerPoint

Master’S Degree, International Security And Diplomacy, Merit

Activities and Societies: Student representative University of East Anglia, London Academy of Diplomacy, MA International Security.

Masters, International Human Resource Management

Activities and Societies: Student representative Dissertation subject: Employees perception of performance management. Developed.

Bsc, International Relations