• Created documentation including requirements, user stories, acceptance criteria, user guides, process flows, and wireframes• Conducted design sessions and gained insights into end user and customer needs• Logged service and enhancement requests with Oracle Support and Oracle Customer Connect. Suggested enhancements, and maintained continual improvement procedures and processes for the HCM system• Performed and processed mass updates into the HCM system. Trained users on new changes, additions, or enhancements as needed• Provided executives with analytics and decision-support tools used as the basis for corporate reorganization, consolidation, and relocation strategies, which informed a strategic alignment of HR practices with best practices • Performed user acceptance testing for HR systems and prioritized the resolution of defects, which ensured continuous value realization for stakeholders • Defined system responsibilities and collaborated with security masters to manage user access rights, which facilitated systems security and compliance • Conducted training, feedback and brainstorming sessions with managers and end-users on the usage of HCM solutions, which improved system utilization rates and optimized return on investment (ROI)• Developed relationships with functional owners of the HCM system and with other internal and external consumers of HCM system information such as the Central Bank of Nigeria and external auditors• Facilitated compliance and ensured the integrity of HR data for reporting purposes by efficiently managing the company’s HRIS

• Addressed customer inquiries and troubleshoot issues related to products and services such as internet connectivity, mobile devices, TV services, and home phone systems.• Analyzed customer-reported problems, identify root causes, and implement solutions or escalate complex issues to higher-level support or specialized teams.• Utilized remote access tools and diagnostic utilities to assist customers with technical issues, ensuring timely resolution and minimal downtime.• Collaborated with internal teams such as network operations, engineering, and billing departments to resolve customer issues, implement fixes, and improve service quality.• Maintained accurate records of customer interactions, troubleshooting steps, and resolutions in the company's CRM system or ticketing system.• Recommended enhancements to support processes, tools, and documentation based on customer feedback, technical advancements, and industry best practices.• Continuously update knowledge of Rogers' products, services, policies, and procedures to provide accurate information and support to customers