Bernard Iornongo

Results-driven Customer Service Professional and Manager with a proven track record of optimizing front-office operations, elevating customer satisfaction standards, and leading high-performing teams. Adept at driving brand loyalty, managing escalations, and formulating strategic plans to achieve departmental goals. Combines technical proficiency in MySQL and Data Analytics with exceptional problem-solving abilities to exceed Service Level Agreements (SLAs) and deliver exemplary client support.

Customer Service Representative at Avon HMO (2024-05 – 2025-03)

• Exceeded departmental Service Level Agreements (SLAs) by optimizing average hold times, increasing daily call volume capacity, and minimizing average call waiting periods.
• Secured high Quality Assurance (QA) and Customer Satisfaction (CSAT) scores through prompt, empathetic, and effective complaint resolution.
• Drove cross-selling and upselling initiatives, increasing sales of product supplements, subscriptions, and tack equipment by leveraging comprehensive product knowledge.
• Cultivated strong client relationships and supported marketing initiatives that strengthened brand loyalty and customer retention.
• Delivered accurate account management, inquiry routing, and meticulous follow-up documentation based on individual customer requirements.

Manager at Shefaluxe (2020-04 – 2024-01)

• Directed and mentored a team of 10 employees, conducting regular performance evaluations and providing constructive coaching to cultivate a collaborative, high-performing work environment.
• Established clear operational objectives aligned with organizational priorities, ensuring comprehensive performance management and KPI tracking.
• Formulated and executed strategic operational plans that supported process improvement, stronger business performance, and more effective day-to-day operations.
• Analyzed industry trends and competitor activities to guide informed business decisions, resource allocation, and market positioning.
• Managed day-to-day business operations and project workflows, allocating resources to support productivity and efficient service delivery.

Administrative Assistant to CEO at German Technical Advisory Group (2019-03 – 2020-03)

• Supported the Chief Executive Officer by managing complex scheduling, handling executive correspondence, and coordinating travel arrangements for corporate events and conferences.
• Maintained strict confidentiality of sensitive corporate documentation and oversaw the filing system, achieving a 100% compliance rate during quarterly audits.
• Prepared comprehensive reports, presentations, and vital documentation to support strategic decision-making and internal stakeholder communication.
• Resolved customer and stakeholder inquiries in a timely manner while using standard office software and administrative tools to support efficient workflow.
• Monitored and maintained office supply inventories to ensure smooth daily operations and uninterrupted staff support.

Bachelor of Science in Political Science – Benue State University, Makurdi (2012-12 – 2016-08)