Asher patience

Connections 8

CASE OFFICER at USAID Care Center (UCS Global Resources Limited)

since May, 2021

mb***er@gmail.com

Profile

About

customer-focused / people-focused professional with In-depth use of MS office applications, data collection and manipulation, with management and supervisory level experience with NGOs, /international organizations, customer service or the hospitality industry is an added advantage. Possessing ability to communicate effectively and professionally with clients and colleagues both verbally and in writing, as well as provide strong documentation, ability to listen actively to comprehend and decode the customers’ message as well as deduce what is implied in the communication, great analytical understanding and experience – able to analyze and understand data and make decisions accordingly and ability to function in a team-oriented environment as well as independently deliver results.

Skills

Microsoft Word
Management
Customer service
Marketing
Digital Advertising
5
English and Hausa
7

Experience

Asher patience

Work experience

CASE OFFICER at USAID Care Center (UCS Global Resources Limited)

May, 2021 -
Fulltime

Act as a liaison between clients, IP,s and team leaders of various units in OSS Health
Centre.
 In collaboration with the lead councillor, collect feedback on a regular basis from clients to
understand issues of concern and provide solutions as appropriate.
 Conduct periodic customer surveys with the objective of assessing quality service delivery
and support addressing identified gaps as appropriate.
 Ensure questions and concerns from clients are processed and communicated both
verbally and in writing in a timely manner.
 Conduct periodic Quality Compliance and Quality Assurance audits.
 Monitor and resolve questions or concerns via multiple media; the phone, email, online chat
or social media and de-escalate any issues in a calm manner.
 Escalate complaints or challenges to the Heads of Units or the supervisor when necessary
and appropriate.
 Schedule and conduct periodic meetings with the team leads and lead councillor and the
supervisor on customer related issues.
 As necessary, provide technical and administrative support in identifying and adjusting
approaches to compliance with the health assessment processes.
 Maintain and promote the confidentiality and integrity of all relevant paperwork in line with
standards of conduct and data protection rules.
 Demonstrate comprehensive understanding of health assessment processes as well as the
ability to remain professional, impartial, and unbiased during all interactions with applicants,
colleagues and partners.
 Support development and implementation of SOPs as needed.
 Ensure relevant and appropriate information and communication materials are available in
the waiting areas/rooms.
 Creation of videos for display at the waiting areas/rooms and FAQs to benefit customers.
 Investigate problems or challenges in view of figuring out what went wrong, how problems
might be fixed and how to keep them from happening again.