KINGSLEY UMONYE ALEXANDER

Ensured data integrity and system reliability by meticulously entering, updating, and verifying large volumes of multi-source data with 98% accuracy.

Enhanced reporting accuracy and consistency by rigorously cleaning and validating raw data for critical business reports.

Spearheaded the evaluation, development, and selection of enterprise resource applications, establishing Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs) to boost operational efficiency and customer service delivery across SBUs.

Provided critical business intelligence to internal departments and EXCOs by analyzing data with Excel and SQL, generating comprehensive weekly and monthly performance reports.

Boosted operational efficiency by 30% through collaboration with the IT team to automate repetitive reporting tasks using CRM and CBA systems.

Empowered data-driven decision-making by creating detailed dashboards and summaries using MS Excel and Power BI, supporting key business operations.

Managed end-to-end operational activities, ensuring adherence to statutory and regulatory standards and optimal service quality.

Resolved an average of 50 customer inquiries daily across chat, phone, and email channels, consistently achieving a 95% customer satisfaction rating.

Significantly improved call answer rates from 35% to 98% through optimized operational strategies and strategic team scheduling for over 30 teams.

Enhanced Service Centre efficiency and effectiveness by developing weekly and monthly work schedules for over 30 teams.

Elevated team performance by training new members in soft skills, product knowledge, and system applications, improving task performance.

Improved data integrity by conducting regular audits, identifying and correcting discrepancies in inventory and customer databases.

Managed end-to-end sales operational activities, ensuring adherence to statutory and regulatory standards and optimal service quality.

Contributed to organizational efficiency by evaluating, developing, and selecting enterprise resource applications, establishing SLAs and SOPs for effective customer service delivery across SBUs.

Optimized organizational efficiency by coordinating office operations and managing internal databases.

Supported comprehensive human resource functions, including recruitment, staffing, onboarding, performance monitoring, and employee counseling.

Implemented business procedures to control costs and expenditure, maintained quality standards for budgeting, and prepared critical documents including bidding documents and contracts.