Summary
Overview
Work History
Education
Skills
Certification
Referees
Timeline
Generic

Kijie Ajoku

Rosebery,Northern Territory

Summary

A detail-oriented team player with great organisational skills and the capacity to manage several tasks with high precision. Experienced in fulfilling needs, enhancing procedures, and exceeding expectations in team settings. Disciplined worker with excellent communication and prioritising abilities.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Support Coordinator

Brighter Futures Consulting
08.2023 - Current
  • Improve client satisfaction by efficiently addressing and resolving support issues.
  • Manage high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
  • Develop tailored support plans for diverse clientele, identifying unique needs and goals.
  • Enhance team efficiency through facilitating regular meetings, sharing updates, and discussing strategies for improved service delivery.
  • Collaborate with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains.
  • Maintain detailed documentation of client interactions and progress toward goals, providing a clear record of care provided.
  • Serve as an advocate for clients within the community, working closely with external partners to facilitate access to resources and supports.
  • Reduce case management timeframes by implementing efficient tracking systems and streamlining workflows, leading to increased capacity for additional clients.
  • Foster partnerships with local service providers to enhance resource networks available to clients in need of specialized assistance or referrals.
  • Help clients manage and reach individual goals, supporting independent progression and social skills.

Business Analyst

National Pension Commission
04.2021 - 05.2023
  • Assisted with creating data cubes and OLAP models to improve data analysis.
  • Assessed business requirements to forecast annual budgetary operational costs.
  • Surveyed clients to ascertain requirements and expectations for product.
  • Conducted interviews with key business users to collect information on business processes and user requirements.
  • Generated standard and custom reports to provide insights into business performance.
  • Utilized data visualization techniques to present and explain complex data sets.
  • Implemented business intelligence solutions to increase operational efficiency.
  • Improved business direction by prioritizing customers and implementing changes based on collected feedback.
  • Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
  • Enhanced company-wide decision-making by developing comprehensive reports on key performance indicators.
  • Ensured compliance with industry regulations by conducting thorough risk assessments and implementing necessary controls.
  • Streamlined project management with effective communication and collaboration across cross-functional teams.
  • Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
  • Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.

Deputy Manager

National Pension Commission
01.2019 - 03.2021
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Functioned as point of contact for project administrators and managers focused on timely and successful completion of full lifecycles of assigned projects.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Resolved disputes between Recovery Agents and delinquent employers using problem solving skills.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Enhanced employee performance by providing regular feedback, coaching, and training opportunities.
  • Greeted and assisted customers with questions, concerns and pension needs.
  • Maintained, documented and presented weekly progress reports on assigned agents based on key performance indicators.
  • Implemented risk management protocols that ensured potential threats were properly identified assessed and mitigated reducing negative impact on organizational operations.

Assistant Manager

National Pension Commission
01.2017 - 12.2018
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Ensured compliance with all safety regulations by conducting regular inspections of states and local government pension policies.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Organised and attended sensitization workshops and state programs involving stakeholders to provide the public with necessary information and knowledge about the pension industry in Nigeria.
  • Maintained records and catalogued the status of states implementation milestones and provided updates to reflect key developments in said states.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.

Customer Service Representative

Zenith Bank Plc
01.2015 - 12.2016
  • Maintained knowledge of the bank's products to provide helpful suggestions and recommendations to customers.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Demonstrated excellent verbal and written communication skills to interact with customers effectively.

Education

Bachelor of Science - Political Science

University of Nigeria
Nigeria

Diploma - Family And Community Services

Supreme Education & Training Pty Ltd
Darwin, NT
12.2023

Skills

  • Customer Service Management
  • Project Management
  • Report Writing
  • Support Services
  • SQL and Databases
  • Team Collaboration
  • Customer Needs Assessment
  • Requirements Gathering

Certification

  • Business Analysis Certification Prep Course, Business Analysis School - August 2023
  • Business Analysis Practical Training, Business Analysis School - September 2023

Referees

Goodness Okonkwo

Specialist Support Coordinator, Brighter Futures Consulting

0415147961


Godslove Bobby

Project Manager, Qordin8

godslove.bobby@qordin8.com.au 

Timeline

Support Coordinator

Brighter Futures Consulting
08.2023 - Current

Business Analyst

National Pension Commission
04.2021 - 05.2023

Deputy Manager

National Pension Commission
01.2019 - 03.2021

Assistant Manager

National Pension Commission
01.2017 - 12.2018

Customer Service Representative

Zenith Bank Plc
01.2015 - 12.2016

Bachelor of Science - Political Science

University of Nigeria

Diploma - Family And Community Services

Supreme Education & Training Pty Ltd

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Kijie Ajoku