Grace Odah
Technical Executive Assistant / Project Manager at ByteWorks Technology Solutions- Claim this Profile
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Bio
Chinaka Ihechukwu Light
Grace is an exceptional team player who goes above and beyond in delivering excellence. I would recommend her.
Emmanuel Odah
Grace is such an intelligent fellow, that pays great attention to details while we studied together during our certificate course with LSBF. She has my 101 percent recommendation any time.
Chinaka Ihechukwu Light
Grace is an exceptional team player who goes above and beyond in delivering excellence. I would recommend her.
Emmanuel Odah
Grace is such an intelligent fellow, that pays great attention to details while we studied together during our certificate course with LSBF. She has my 101 percent recommendation any time.
Chinaka Ihechukwu Light
Grace is an exceptional team player who goes above and beyond in delivering excellence. I would recommend her.
Emmanuel Odah
Grace is such an intelligent fellow, that pays great attention to details while we studied together during our certificate course with LSBF. She has my 101 percent recommendation any time.
Chinaka Ihechukwu Light
Grace is an exceptional team player who goes above and beyond in delivering excellence. I would recommend her.
Emmanuel Odah
Grace is such an intelligent fellow, that pays great attention to details while we studied together during our certificate course with LSBF. She has my 101 percent recommendation any time.
Credentials
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Introduction to CRM with HubSpot
CourseraJul, 2023- Nov, 2024
Experience
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ByteWorks Technology Solutions
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Nigeria
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IT Services and IT Consulting
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1 - 100 Employee
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Technical Executive Assistant / Project Manager
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Nov 2021 - Present
Responsibilities:>Developed project schedules, allocated resources, and coordinated team efforts tomeet company targets.>Supported executives with project coordination, data analysis, and administrativeassistance.>Managed very active calendars by planning, coordinating, and aligning schedules torespect executives' needs.>Monitored project collaboration to ensure timely execution & completion.>Consistently prepared project status reports.>Supervised agile development activities to deliver working software and increasebusiness value.>Coordinated project timelines, meeting agendas, and next steps to movecross-functional projects forward.>Created and delivered status reports and identified pending action items forresolution.>Equipped team with the required knowledge, resources, and materials to successfullyexecute project work.>Assessed team strengths and weaknesses to plan future training opportunities.>Facilitated communication between the project team and consultants to meetdeadlines.>Established goals and timelines to successfully implement action plans.>Created roadmaps, program plans, and scrum boards>Defined project roles and responsibilities in close collaboration with the Customer,including project scope and objectives to ensure a cross-functional understandingamongst project members>Performed project tracking through clear and concise status reports and timemanagement reports; proactively identify potential issues and tracked projectmember progress against commitments. Show less
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Management Representative for ISO 27001:2013
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Oct 2021 - Dec 2021
Responsibilities:>I worked with external auditors to drive the certification and adoption of the QMS (quality management system) processes, its implementation, and maintenance. >I undertook audits with the external auditors across all the departments and business areas, reviewing processes and engaging the team with appropriate training that drove and eased the adoption of the Quality management system.Accomplishments:I drove the Successful completion of ISO 9001:2015 and 27001:2013 for the company Show less
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Service Desk Analyst
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Dec 2020 - Sep 2021
Responsibilities:> Responded to customer queries, and inbound calls within prescribed communication windows, providing valuable follow-up information and reliably addressing client concerns.>Analyzed customer complaints for ideal solutions, reporting products, and service issues to appropriate personnel for remediation.>Logged and documented consumer feature requests, helping to shape future updates and product iterations.>Responded to client requests, categorizing and prioritizing by using a ticketing solution(Fresh service, Jira,)>Assisted in training junior personnel and lending personal customer service experience to expedite and smooth onboarding processes.>Collaborated with technical personnel to detect recurring bugs and report flaws in customer-facing products and services.>Completed over 25 technical support tickets each week, maintaining a high first-call resolution rate.>Communicated effectively with confused customers, aiding in the comprehension of product features and usage.>Created, edited, and reviewed service resources (templates, training manuals, SOPs, and FAQ materials for easy-access end-user guidance). Show less
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Client Relationship Manager
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Feb 2020 - Dec 2020
Responsibilities:>Facilitated communication across departments to resolve escalated client issues.>Conducted training for both external and internal users on procedures and proprietary technology.>Led client onboarding calls and periodic check-ins to identify successes and potential issues.>Handled customer complaints following company procedure, to a 75% resolution of tickets monthly.>Managed customer queries via telephone and delivered high-quality service.>Addressed customer inquiries and concerns using extensive product knowledge.>Liaised with customers in person, online, and by phone. Show less
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Software Project Manager
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Jun 2019 - Feb 2020
Responsibilities:>Monitored and evaluated the production team, OKR delivery, and team member performance.>Tracked the delivery of each developer task on a daily basis linking released features and modules to responsible team members.>Organized Workshops and training.>Established project objectives, specifications, and schedules to achieve the designated targets.>Evaluated deliverables to verify compliance with quality standards, security protocols, and client requirements.>Motivated team members to continuously improve performance and meet ambitious goals.>Assisted team members and managers with tasks to maintain productivity and meet project milestones.>Worked well with different people to address challenges and solve problems collaboratively.>Maintained good working relationships with co-workers and management.Kept work area organized and clutter-free.>Monitored processes and recommended methods for improvement.>Monitored and adjusted project deadlines, milestones, and budget allocations. Show less
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Technical Customer Support Representative
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Dec 2018 - Jul 2019
Responsibilities:>Answered inbound calls to greet and assist customers with various needs and questions.>Resolved customer queries and provided first-contact resolution.>Communicated with clients over the phone, email, and chat platforms.>Built strong knowledge of product lines to assist customers in selecting products.>Resolved customer inquiries, complaints, and issues providing insightful solutions.>Completed paperwork and entered important data in company CRM.>Performed Data entry, extraction, and update.>Returned customer calls and responded to inquiries and complaints.>Documented detailed notes in the CRM system to track customer interactions.>Addressed customer concerns and complaints and resolved issues promptly. Show less
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Side Hustle
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Nigeria
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Education
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400 - 500 Employee
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Product Management internship
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Mar 2023 - Apr 2023
>Created user persona, documented user stories and developed a product roadmap for an application to link farmers and buyers using the Whimsical management tool. >Used Whimsical to create a userflow for an ecommerce website. >Conducted requirements gathering using Google forms and created a roadmap with prioritized features gotten from the insights and feedbacks given. >Collaborated with a team using click up to develop a PRD for a food ordering application. >Created user persona, documented user stories and developed a product roadmap for an application to link farmers and buyers using the Whimsical management tool. >Used Whimsical to create a userflow for an ecommerce website. >Conducted requirements gathering using Google forms and created a roadmap with prioritized features gotten from the insights and feedbacks given. >Collaborated with a team using click up to develop a PRD for a food ordering application.
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RetailPoint Solutions Ltd
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Abuja, Federal Capital Territory, Nigeria
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e-commerce Operations Personnel
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Jun 2017 - Nov 2018
Responsibilities: >Worked with the development unit to translate analytical data as regards sales. >Performed email marketing. >Engaged in Newsletter writing. >Performed and reported activities on assigned taxes and issues. >Nurtured existing and new customers. >Maintained and managed the organization's virtual stores. Responsibilities: >Worked with the development unit to translate analytical data as regards sales. >Performed email marketing. >Engaged in Newsletter writing. >Performed and reported activities on assigned taxes and issues. >Nurtured existing and new customers. >Maintained and managed the organization's virtual stores.
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Education
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2010 - 2015
University of Jos
Bachelor's degree, Computer Science -
2018 - 2018
London School of Business and Finance LSBF
Certificate in business competency
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