Thelma Chiwendu Dike

Thelma Dike Lagos, Nigeria Summary Thelma Dike is looking forward to a professional and challenging role in a gilt-edge organization, where continuous improvement and innovation is embraced and where I can apply my skills and also have the opportunity to collaborate with other bright talents, thrive as a global leader and achieve corporate goals. Highlight of Key Experiences Global Accelerex Holdings December 2022 till Present Designation: Customer Support Specialist My experiences include but not limited to the following: • • • • • • • Responded to customer inquiries via phone, email, and live chat, ensuring a high level of customer satisfaction. Conducted outbound calls to prospective customers to introduce products/services, generate leads and set up appointment for the sales team. Identified and resolved customer issues, escalating complex problems to higher tiers of support when necessary. Effectively documented customer interactions and maintained accurate records in the CRM system. Collaborated with cross-functional teams to resolve customer complaints and improve processes. Assisted in the creation and updating of customer support knowledge base articles. Conducted customer feedback analysis and provided insights to management for process improvement. Empire Exterior Services September 2022- December 2022 Designation: Cold Caller/Appointment setting My experiences include but not limited to the following: • • • • • • Cold calling roofing leads Scheduling appointment Dealing with rejection Managing time and target Making numerous phone call using Mojo Dialer Effectively documented customer interactions and maintained accurate records in the CRM system. Accelerex Network Limited Designation: Customer Service Officer April 2021 – September 2022 My experiences include but not limited to the following: • • • • • Agents onboarding to new and existing platforms. Calling and solving agent complaints within stipulated turnaround time. Funds reversal to agent EFT wallet or customer bank account. Resolution and reporting on token error, transfer limit, password issues amongst others. Liaising with agents to ensure service satisfaction and deducing areas of improvements. Chris Tech Solutions Limited Designation: Human Resources Intern My experiences include but not limited to the following: October 2020 – March 2021 • Led the onboarding of new junior technical staff members by making presentations on the core values and employee rulebook of the firm. • Engaged in end-to-end recruitment of employees. Screening resumes, scheduling interviews and updating employees’ records with new hire information, screening resumes and scheduling interviews. • Identify key training gaps and needs of staff members. • Sourcing subject matter experts to facilitate required trainings for staff members. • Actively engaged in welfare of staff members and addressing their queries. • Collating payroll data on a monthly basis for salary processing Munchiba Tech Company Ltd. Sep 2019 – Jan 2020 Designation: Human Resources Intern/Assistant My experiences include but not limited to the following: • • • • • Championed the organizing of company events and career days programmes. Assisted in screening resumes and application forms. Major player in planning and delivery of activities geared at improving employee experience e.g., Team bonding hangouts, End of the year party, awareness sessions, amongst others. Compose and design monthly birthday messages for staff members. Distributed company policies in digital formats or hard copy. Core Competence • • • • Creating process map, Identifying wastes and process improvement opportunities. Employee onboarding Training needs identification Resume screening Professional Certifications and Trainings • Customer Service Fundamentals, Knowledge Accelerators https://coursera.org/share/180a34ee5073d7cb84ff9247d2fb5259 • Professional Skills for International Business, University of London - Coursera - Coursera (https://coursera.org/share/d8e3e6b9531bb1956b4ebe5d97893da9) • Human Resource Program, Forage - General Electric (GE) (https://insidesherpa.s3.amazonaws.com/completioncertificates/General%20Electric%20 %28GE%29/bAPubTkawzGexc6TT_General%20Electric_CXkApqZp97Kz8BfFf_-_completion_certificate.pdf) Education Philosophy, Bachelor of Arts 2016 - 2021 University of Lagos, Lagos, Nigeria (Grade - 68%) Key Skills/Attributes • Excellent communication • Strong team building skills • Excellent interpersonal skills • Great zeal towards work • Microsoft office proficiency (Word, Excel, Power BI and PowerPoint) • Google workspace proficiency Reference • Available upon request