Customer Service North Carolina
Resume:
DAVINA TAYLOR
(MInstLM)
Member, Institute of Leadership and Management, United Kingdom.
No 312 High Street,
Oxford, North Carolina,
Postcode; 27565.
United States Of America.
Tel: +1-336-***-**** Email: ad8a9m@r.postjobfree.com
OBJECTIVE: Highly adaptive, a team player and a dynamic individual who is willing to improve organizational performance/goals and provide world class solutions that will facilitate the accomplishments of the organization.
EDUCATIONAL QUALIFICATIONS
S/N
SCHOOL
CERTIFICATES
YEAR OBTAINED
1
Proyecto Kalu Institute, San Lorenzo del Escorial, Madrid- Spain.
Master’s in International Cooperation and Humanitarian Aid
2023- In View
2
La Plage Meta Verse Africa.
Executive Diploma in International Diplomacy and Protocol.
2023
3
Centre For British Education and Culture, United Kingdom.
Post Graduate Diploma in Professional Strategic Management.
2011
4
Ahmadu Bello University, Zaria, Nigeria.
B. Sc. Microbiology
2010
5
Premiere Secondary School
West African Examination Council
1999
WORK EXPERIENCE
Position: Chief Operations Officer (Project Management, Operations and Events Management Services). H.G &D NIGERIA LTD
Yola, Adamawa State, January 2019 – June 2024
Management of the entire process in the planning of commodities procurement and supply chain activities for furniture, catering and interior decoration logistics, inventory control, logistics and distribution, customs clearance, ensuring effective function processes to avoid delays and lost opportunities.
Management of vendor contracts and maintain relationships with suppliers to ensure completeness of deliverables outlined in the contracts.
Ensuring adequate stock levels and uninterrupted supply of catering and event decoration supplies for various functions.
Ensuring effective lines of communication to ensure timely delivery of commodities using most appropriate procurement procedures.
Responsible for introducing process improvements in supply chain and identifying new vendors.
Establishment and implementation of a monitoring system that ensures that the prices paid for commodities are in line with local market prices.
Prepare service delivery contracts, oversee purchases and event management for H.G & D NIGERIA LTD.
Ensure that functions are handled excellently from the catering right to the event management.
Position: Head, Customer Services(ICT,Travel and Tours Industry)
Project Manager for Nigerian Air (NAF) I.T Office Supplies and I.T Software
CAMBRIAN GLOBAL SERVICES. Lagos, Lagos State. December 2014 – December 2018.
Learned new skills and applied to daily tasks to improve efficiency and productivity.
Worked within applicable NAF standards, policies and regulatory guidelines to promote safe working environment.
Manage a state-wide team to ensure coherency of approach in planning and delivery of high quality
ICT support services to NAF offices and various departments in accordance with the Department’s standards, policies and operating procedures
Lead the continuous improvement of ICT support services provided to NAF offices and contribute to the continuous improvement of services, practices and processes as members of the branch leadership team.
Advise directors, principals and other departmental managers on the implementation of standardized technology initiatives and services, policies and operating procedures.
Lead the effective implementation of standard ICT technologies, services and projects across the department.
Contribute to the effective delivery of projects and services across the branch as a member of the senior management team.
Lead the development and implementation of workforce plans to ensure all staff are high performing, forward thinking and customer centric.
Position: Chief Operations Officer (COO) For The West African Region, (ICT Industry). REDPAGES SOUTH AFRICA. November 2012- December 2014.
Hiring for the Operations Team
Giving Leadership and Guidance by guiding and challenging our leaders and subject matter experts to ensure our teams' strategies align to the objectives and goals of the company.
Overseeing the development of new financial products and services by working closely with both product development teams and payments specialists to identify new opportunities and develop strategies to build financial products that meet customer needs, as well as regulatory requirements.
Onboarding of Customers with responsibility for the teams working with the KYC (Know Your Customer) onboarding process for our B2B customers, and work closely with our compliance and operations teams to continuously improve and enhance our onboarding processes.
As COO, I was typically involved in negotiating partnerships with other companies/infrastructure partners or commercial partnerships that might help grow our business. In these cases, I work closely with our business development or partnerships teams, as well as our legal teams.
Inspecting headcount and whether the talent on the team matches the long-term direction of the company .
Keeping the CEO apprised of significant events.
Collaborating with the CEO and consulting with them on à decisions.
Ensuring creating business initiatives, operation strategies and policies often related to minimizing expenses .
Position: Head, Customer Service. (Hospitality, Travel and Tours Industry)
Airport Services Manager. FLY4CHEAPER.COM NIGERIA LTD. July 2011 – October 2012
Organising staff recruitment, training and administration.
Arranging work rotas for staff and allocating tasks.
Managing budgets, meeting sales targets and maximising profits.
Liaising with head office and tour operators for marketing purposes.
Handling mail, email, phone enquiries and any customers’ complaints.
Updating holiday information and drawing any important new information to the attention of the staff.
Selling package holidays and individual travel elements, including flights, hotels and car hire.
Writing reports for Head office.
Holding meetings to motivate the team to meet their sales targets.
Promoting and marketing the business.
Dealing with customer queries and complaints.
Providing advice about visas or passports.
Position: Personal Assistant To The Command Training Officer.(Administration and Operations Management) NIGERIAN AIR FORCE (NAF), Training Command, Kaduna State. July 2010 - June 2011
Sort and schedule meetings and manage calendars for the Command Training Officer, Nigerian Air Force.
Answer phone calls, emails and take messages.
Take accurate and comprehensive notes at meetings.
Run errands as requested.
Plan travel, including flights, accommodation and ground transportation.
Maintain accurate tracking records.
Coordinate events and speaking engagements.
Draft correspondence such as emails and letters for the Command Training Officer, Nigerian Air Force. (NAF)
Positions:
Market Executive Officer.
Coordinator and Logistics Manager.
Liaison Officer, Kaduna Business School, Abuja Office.
Head of Marketing Department.
Head of Entrepreneurship and New Venture Creation Programs.
Head of Open Enrollment Programs.
Head of International and Foreign Programs.
Program Manager for Judiciary Program(Kaduna and Abuja).
Program Manager for Organizational Architecture and Policy analysis Programs( Singapore).
Logistics and Edu-Tourism Manager for International Programs. (Austria).
Chief Coordinator to Delegate Accommodation, Edu-Tourism and individual feeding for International and Local Programs. (Dubai, Switzerland and Singapore).
KADUNA BUSINESS SCHOOL, Kaduna State. April 2006 – June 2010
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Marketing executive Courses to individuals and organizations.
Acquiring and structuring Customized or In-House programs for Kaduna Business School
Designing the Academic Calendar and producing Brochures for all the Programs for Kaduna Business School.
Designing and implementation of Business Development Strategies with emphasis on identifying critical success factors at every stage of implementation.
Streamlined Business Development Strategies and operations to ensure seamless and outstanding Customer Service Delivery.
Arranging movement logistics for visits to stakeholders in Abuja for the Interactive Learning Network Programme for Education Tax fund( Former Education Trust Fund) and supporting technical facilitators.
Confirming readiness and suitability of the venue for the Workshop held at Rock View Hotel including the adequacy of tea and lunch arrangements.
Accomplishments:
Customer Service/ Operations Manager with 15+ years of experience in growth-focused organization. I was awarded Best Marketer of the Year for Three Consecutive years at Kaduna Business School and Best Staffer of the Year at Fly4cheaper.com. At The Nigerian Air force Training Command, I was offered immediate employment after NYSC. The Nigerian air Force awarded me the Best Corp Member of the year with Exceptional Skills. The Command Training Officer wrote an Excellent Recommendation Letter for me.
I am looking to bring my leadership, passion and experience to a user-centric company.
I led a team of 50 employees in a local call center location for 2 years
I created and implemented a New training program which resulted in 80% increase in customer satisfaction.
I managed an International Customer Service Team of over 100 employees.
At the Institute of Leadership and Management, UK, I came out with a First Class and was awarded The Best Student internationally, awarded a Certificate as a Professional Customer Care Manager anywhere in the world.
At RedPages ICT, I helped orchestrate three large contracts with new clients, contributing to a 5% year-over-year profit increase in 2013.
I did the Care Giver’s Level 2 Course and performed the best all round. I was given an Award of Excellence/ A Medalist Certificate.
Professional Certificates
Institution : Kaduna Business School, Nigeria
Strategic Management Programme( Distinction)
Effective Customer Service Delivery (Distinction)
Management Programme in Entrepreneurship and New Venture Creation (Distinction)
High Level Negotiation( Distinction)
Project Management(Distinction)
Management Advancement Programme in Public Administration( Distinction)
Institution: SP Jain School Of Management, Singapore
Policy Analysis and Organizational Architecture Programme( Distinction)
Institution: SABRE Travel Network, USA
Reservation and Ticketing Course
Institute: Institute Of Leadership and Management, United Kingdom
•Professional Certificate in Customer Care Management(Distinction)
•Member of the Institute Of Leadership and Management. MInstLM. (Distinction)
Institution: Living Faith Church, Jimeta-Yola, Nigeria.
Basic Certificate Course (Distinction)
Leadership Certificate Course (Distinction)
Leadership Diploma Course (Distinction)
Institution: La Plage Meta Verse, Africa.
Cyber Security and Personal Safety Course
International Human Resource Management
Logistics and Procurement Training
Introduction to Project Management
International Cultural Diplomacy
International Human Rights Training
International Law and Diplomacy
Care Giver Level 2 Certificate Course
Introduction to Digital Nurse Training (Distinction)
Introduction to Monitoring & Evaluation
Disaster Risk Reduction (Distinction)
Emergency and Disaster Response (Distinction)
Certificate in International Volunteering
Agenda 2063 Digital Ambassadorial Program
Introduction to Conflict Resolution (Distinction)
Digital Communication and Team Management
Executive Diploma in International Diplomacy and Protocol
Institution: Proyecto Kalu Institute, Madrid, Spain.
Project Management 1: Emergency Response
Project Management 2: Preparing Project Proposals
Project Management 3: Implementation and Management
Project Management 4: Running Offices in the Field
Sectors of Humanitarian Response, the Sphere Project and the UNHCR Emergency Manual (1)
Sectors of Humanitarian Response, the Sphere Project and the UNHCR Emergency Manual (2)
The International Legal Framework
Skills
Computer Literacy: Microsoft word, Microsoft office, Excel and Power Point.
Operations management
Good verbal and written communication
Human Resource Management
Ability to manage stress
Ability to adapt to new challenges and situations.
LANGUAGES
LANGUAGE
READING
SPEAKING
WRITING
ENGLISH
EXCELLENT
EXCELLENT
EXCELLENT
HAUSA
EXCELLENT
EXCELLENT
EXCELLENT
HOBBIES
Reading, Meeting People and Traveling.
REFEREES
1. Air Vice Marshal Abdullahi Anderson Kassimu
ad8a9m@r.postjobfree.com
Director, Civil Military Relations,
Defense Headquarters, Area 7, Garki, Abuja.
2. Senator Folashade Grace Bent
No 1 Vaal Street, Maitama, Abuja
Contact this candidate