Mercy Takuro

Business Analyst and Business Process Engineer

Competencies: A goal-oriented customer service specialist with over ten years of experience in providing excellent customer service, procurement administration, project governance, business process design and optimization, and ensuring alignment with organizational strategy and delivery of outcomes. A hardworking and results-oriented individual with a proven track record of success. Professional with diverse and progressive experience in the telecommunications (technology) and banking industries.

Stakeholder Management: Maintaining an excellent relationship with staff and stakeholders, especially when reviewing processes, operational procedures, and activities in the organization. 

Achievement

• Provided support by discovering and implementing alternate porting medium as rollback for primary system failure, boosting revenue/market share by 342%. An increase in average monthly ports (from 283 to 12,000 Ports monthly) regionally in Etisalat. 

**I received a staff recognition award from the Chief executive office of Etisalat for my contribution to the organization’s revenue.

• Improve operational activities by using business processes and deploying initiatives that saved cost, generated revenue, and increased customer satisfaction for ntel customers and staff.
• Reduce cost for ntel through negotiation and analyzing requests with suppliers and stakeholders from 5 million to over 20 million Naira monthly due to the volume of transactions. 
• Risk management by ensuring due diligence is performed on all ntel’s suppliers and engaging the Legal team to draft and review contracts with suppliers with high volume and crucial transactions.

Highlights

• Drive adherence and compliance to policies, procedures, and standards.
• Excellent Management reporting skills with Microsoft Office Suite and Power BI.
• Efficiently track customer complaints and ensure they are resolved promptly 
• Customer complain and enquiry management within the agreed SLA
• Ability to use Customer relationship management (CRM) tools to measure CSAT and support Sales channels
• Ability to use customer service applications, for customer complaint management

KEY SKILLS 

April 2023 till Present

Birmingham City Council                                                                                                               Discharge Facilitator

• In charge of gathering information from the Social Work team and following up on any admin tasks to support the discharge of citizens' homes.
• Collate and report weekly discharge data for management.
• liaise with care providers and agencies to provide and gather information and negotiate admission/start dates.
• Work with Social Workers and health care partners, such as therapists, nurses, care homes, and care agencies to support our citizens with a prompt discharge home or to their long-term care provider.

November 2022 – April 2023                                                                                                                      Member Support Officer

South Staffordshire Council

• Undertake the coordination of committee meetings, publishing agendas and papers via CMIS.
• Ensure information updates are completed via CMIS and Council Website pages.
• Administer the Information Pack and Bag for newly elected Members ensuring all documentation is available following a District Election.
• Ensure meeting room bookings, travel arrangements, hotel and ticket bookings, and catering arrangements are arranged within the allocated budget.
• Provide administrative support to the legal service.
• Assist in the organization of annual key Civic events; Commonwealth Day, Armed Forces Day, Royal Garden Party, Remembrance Service, Christmas Council.
• Assist in ensuring the Chairman’s budget and charity accounts are administered in line with set procedures.
• Maintain the Strong Room records/Terrier system.
• Attend Challenge Panel and other meetings when required to take minutes and actions.
• Administer the Member text facility via the Member's mobile phone.

Master of Business Administration

Bachelor of Science (Computer Science)