1. RESUMECONTACT ADDRESS:
Globacom Unlimited
143, Ahmadu Bello way.
Victoria Island, Lagos.
JOSEPH-CHINEMEREM IFEOMA JENNIFER
Tel: 0805 557 3463, 0705 557 3463
Email: ifymike37@yahoo.com, jenniferifeomajosephchinemerem@gmail.com
Objective: To obtain a position that can best utilise my current and past experience and
will provide the opportunity for my personal growth and that of the
establishment.
Experience:
March 2005 – Till Date Globacom Unlimited
JOB TITLE: Customer Service Representative (Inbound
calls)
March 2005 – 2009
DEPARTMENT/UNIT Customer Services/Contact Center
JOB DESCRIPTION AND
RESPONSIBILITIES
1. Promptly answer customer queries on
phone and take customer complaints and
satisfy them
2. Provide up to date, accurate and
appropriate information to customers
3. Use all call handling courtesies at opening,
during conversation and while ending the
call
4. Update CRM systems for each interaction
for building relationship with clients and
providing a link for the next interaction
5. Carrying out campaigns from time to time

2. 6. Up selling VAS and enhancing revenues
7. Educate and promote new schemes and
value added services
8. Seek inputs and update subscriber
information as required
9. Log service requests for action
10.Generate leads and forward to sales
function
11.Optimum utilization of CRM systems / tools
12.Project a sophisticated image of Globacom
to subscribers
13.Follow Co processes and procedures and
suggest improvements to improve / simplify
14.Provide customer feedback to management
for improvement
15.Achieve set targets
JOB TITLE Quality Assurance Specialists
2009 – 2012
DEPARTMENT/UNIT Customer Services/Customer Operations Development
JOB DESCRIPTION AND
RESPONSIBILITIES
1. Monitoring customer service level – monitor and
measure the level of service that individual CCRs
are providing to Glo Customers by conducting
regular weekly quality assessments using various
methods – side by side, remote, recorded calls.
2. Providing qualitative feedbacks – provide
feedbacks to CCRs in terms of the level of service
they are delivering. Also provide feedback to
management.

3. 3. Providing quantitative feedbacks – provide and
send quality assessment scores to the
management on weekly basis.
4. Maintaining records – maintain detailed up to date
records of all quality assessment sheets of
individual CCRs in files and on excel spread
sheets.
5. Coaching – conduct coaching based on the
outcome of their quality assessments
6. Identifying training needs – highlight training needs
amongst the CCRs to the trainers.
7. Championing Customer Service in the Call Centre
– champion Customer initiatives by promoting the
delivery of exceptional Customer Care in the Call
Centre and raise the awareness of Customer
Service issues in the Call Centre.
8. Highlighting poor Customer Service – highlight
poor Customer Service which they come across
while conducting Quality Assessment, e.g.
instances where CCR was rude or has not followed
standard processes and procedures. This needs to
be reported to the management.
9. Highlighting issues and trends immediately (real
time) – highlight issues and trends which they have
identified as new and developing in the Call
Centre.
10.Conducting and attending meetings – conduct and
attend team meetings so that they can be up to
date with current issues in the Call Centre.

4. JOB TITLE: Floor Manager (Inbound calls)
2012 – Till Date
DEPARTMENT/UNIT Customer Services/Contact Center
JOB DESCRIPTION
AND
RESPONSIBILITIES
1. Monitor quality of response to customers
2. Monitor performance on key areas on line and take
corrective action on SOS basis
3. Ensure timely training of staff
4. Ensure systems are in working condition
5. Lead team members, coach or mentor them
6. Staff’s understanding of systems and their ability to
operate them
7. Optimum utilization of CRM systems / tools
8. Timely escalation of important issues to Supervisor that
may affect delivery of service or staff
9. Provide management with regular performance reports
10. Monitor trends and take appropriate actions (In
conjunction with Supervisor) to improve on performance and
productivity
11. Ensure availability of staff / discipline at all times and
work along with them
12. Execute roaster effectively
13. Keep the team motivated and provide support when ever
required
14. Provide customer feedback to management as also
suggest for process improvements / simplification
15. Conflict resolution
16. Ensure all key parameters are met on a regular basis
17. Effectively implement business campaigns

5. 18. Provide administrative assistance to the team as well as
receive calls min 2/3
rd
of the time
19. Work as a role model for the team
July 04 – March 2005 V.G.C. Telecommunication
JOB TITLE:
Credit Control Executive
DEPARTMENT/UNIT Crediting
JOB DESCRIPTION AND
RESPONSIBILITIES
1. Maintain procedures and monitor activities for efficient
and accurate end-to-end billing and collection process.
2. Ability to achieve collection targets set by management.
3. Maintaining accurate and timely billing and dispatch of
all customers’ invoices.
4. Completing all key billing reconciliations on a timely
basis.
5. Ability to investigate billing errors, discrepancies and
frauds in billing.
6. Able to effectively resolve disputes with customers.
7. Maintain effective controls over credit management.
8. Complete all key collection reconciliations on a timely
basis.
9. Able to develop and provide reports on billing and
collections at short notice to management on a regular
basis.

6. Feb 04 – July 04 Perms and Temps Recruitment Consultants
JOB TITLE: Client Service Executive
DEPARTMENT/UNIT
Recruitment
JOB DESCRIPTION AND
RESPONSIBILITIES 1. Using sales, business development, marketing
techniques and networking in order to attract business
from client companies;
2. Working towards targets that may relate to the number
of candidates placed, a value to be billed to clients or
business leads generated;
3. Building relationships with clients;
4. Developing a good understanding of client companies,
their industry, what they do and their work culture and
environment;
5. Advertising vacancies appropriately by drafting and
placing adverts in a wide range of media, e.g.,
newspapers, websites, magazines;
6. Using social media to advertise positions, attract
candidates and build relationships with candidates and
employers;
7. Headhunting - identifying and approaching suitable
candidates who may already be in work;
8. Using candidate databases to find the right person for
the client’s vacancy;
9. Receiving and reviewing applications, managing
interviews and creating a shortlist of candidates;
10. Requesting references and checking the suitability of

7. applicants before submitting their details to the client;
11. Briefing the candidate about the responsibilities, salary
and benefits of the job in question;
12. Preparing CVs and correspondence to forward to
clients in respect of suitable applicants;
13. Organising interviews for candidates as requested by
the client;
14. Informing candidates about the results of their
interviews;
15. Negotiating pay and salary rates and finalising
arrangements between client and candidates;
16. Offering advice to both clients and candidates on pay
rates, training and career progression;
17. Reviewing recruitment policies to ensure effectiveness
of selection techniques and recruitment programmes.
Aug 01 – July 03 Clembet Business Solutions Limited, Aba, Abia State
JOB TITLE: Marketing Executive
DEPARTMENT/UNIT
Marketing
JOB DESCRIPTION AND
RESPONSIBILITIES 1. Analysing and investigating price, demand and competition
2. Devising and presenting ideas and strategies
3. Promotional activities

8. 4. Compiling and distributing financial and statistical
information
5. Writing reports
6. Monitoring performance.
9 July 00 – 8 July 01 N.Y.S.C –
Yenogoa Local Government Area, Bayelsa State
JOB TITLE:
Personnel Officer/ PA to the HPM
DEPARTMENT/UNIT Personnel
JOB DESCRIPTION AND
RESPONSIBILITIES 1. Recruited, Placed and Retained 15 Temporary Workers
in the Local Government.
2. Supervised the payment of Salaries and Wages.
3. Played an active role in the compensation Management
of the Local Government.
4. Prepared correspondence, documents, invoices,
including L.G Materials for payment of trainers.
5. Prepared meetings and corresponded with member
Representative on upcoming meetings.
6. Worked with the Public Relation Officer of the NYSC
Bayelsa State to produce the NYSC Magazine 2001.

9. Skills
Written and verbal communication
Teamwork
Commercial Awareness
Attention to detail
Time management (organisation)
• communicating information and ideas clearly and
accurately.
• keeping your writing fresh and succint.
• using appropriate language, style and writing methods
when communicating with people depending on the situation.
• anticipating what information will be needed by others.
• prioritising team goals over individual goals
• encouraging co-operation
• having an awareness of the needs of others and
responding flexibly
• sharing information and ideas, and supporting team
members to achieve goals
• assigning or taking on clear roles and responsibility
within the team
• doing what you say you will
• knowing how to talk to clients, establish their needs and
spot opportunities
• understanding how an organisation works and what
internal/external elements have an influence on its business
• taking time to understand what is going on in your chosen
industry
• Ensuring work is thoroughly checked without it being late
• Following instructions carefully and accurately
• Monitoring your work for errors
• Prioritising your workload when you have multiple
deadlines
• Planning time to ensure tasks are delivered to a high
standard and on time

10. Adaptability and Flexibility
Leadership
Customer focus / orientation
Interpersonal effectiveness
Planning and organising
• Responding positively to change
• Adapting to new situations quickly
• Taking on a diverse range of tasks equally effectively
• Leading a team
• Delegating and motivating effectively
• Encouragin input from others
• Putting the group’s or organisation’s needs ahead of
your own
• Identifying customer needs and constraints
• Seeking to find out more about customers and provide a
better service
• Delivering on promises
• Adapting your behaviour to build relationships with a wide
range of people
• Influencing others through persuasion and encouragement
• Prioritising and planning the efficient use of resources
• Monitoring progress against objectives and responding to
unforeseen events
Educational History
2001 – 2002
• Computer Training
Clembet Business Solutions Limited
Aba – Abia State.
1995 – 1999
• Sociology and Anthropology
(2
nd
Class Upper Division)
University of Nigeria, Nsukka.

11. 1994 – 1995
• SSCE - Senior School Certificate Examination
1987 – 1992
• WASC - Girl's Secondary School, Abayi-Umuocham
Aba.
1981 – 1986
• FSLC - Tenant Road Primary School, Aba.
• Ability to Introduce My Company where Necessary
Research Work
Evaluation of Public Relations as a tool for Organizational Growth
(A Case study of Nigeria Breweries Plc., Aba)
Key Achievements And Responsibilities
• The Best Graduating Student of Sociology &
Anthropology Dept, UNN – 1999
• Department Vice President (1998 – 1999)
• Member, Nigeria Sociology and Anthropology Students
Association
Hobbies:
Swimming, Reading and Playing Computer Games.
Personal History
Gender: Female
Date of Birth: October 6, 1978
Place of Birth: Aba, Abia State

12. State of Origin: Abia State
Nationality: Nigerian
Marital Status: Married
References:
Mr. Chidi Oyeka
Globacom Unlimited
143, Ahmadu Bellon Way,
Victoria Island, Lagos,
Nigeria , West Africa.