Adaku Okeke
Aberdeen,UK
Summary
Productive individual with strong objective to acquire work experience and gain knowledge from technical support team. Enthusiastic in helping customers set-up accounts and configure network. Adaptable to challenging situations and demanding deadlines.
Driven professional with excellent communication and problem-solving skills. Demonstrates proficiency in managing customer inquiries and resolving issues while maintaining positive customer experience. Ready to contribute to success my present role.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Customer Support (Remote)
Specialty Life Insurance
Concord, Canada
03.2024 - 01.2025
- Respond promptly and professionally to customer inquiries and complaints, resolving issues effectively and efficiently
- Process policy changes, updates, and cancellations accurately and promptly
- Educated customers on insurance products, coverage options, and policy features
- Maintain accurate customer records and documentation of interactions in the company's database
- Contribute to the continuous improvement of customer service processes and procedures
- Initiate contact with clients to make a purchase
Customer Support (Remote)
Northstar Insurance
Wentzville, United States of America
12.2022 - 03.2024
- Provided comprehensive information to customers regarding insurance products, coverage options, and policy features
- Completed 50 successful outbound calls to new leads, achieving a conversion rate of 30%
- Managed cross-selling of additional benefits to newly generated leads
- Successfully sold life insurance coverage to 20 clients, ensuring coverage for immediate household expenses in the event of the insured's demise
- Responded promptly and professionally to customer inquiries and complaints, effectively resolving issues
- Processed policy changes, updates, and cancellations accurately and promptly
- Played a pivotal role in achieving a 25% increase in sales for the organization
- Initiated contact with 50 clients who had not previously expressed interest in making a purchase
- Maintained accurate customer records and documented interactions in the company's database
- Contributed to the ongoing enhancement of customer service processes and procedures
Operations Manager
Lidya Finance
Lagos State, Nigeria
09.2022 - 12.2022
- Oversaw the evaluation, follow-up, and documentation processes for loan disbursement, customer acquisition, and retention, handling an average of 30 loan evaluations per month
- Ensured timely follow-up with credit customers for repayments daily, resulting in a 85% repayment rate
- Conducted 50 effective outbound calls to new leads monthly, achieving a 30% conversion rate
- Coordinated with the growth team to ensure proper documentation and verification of existing and new customers
- Ensured compliance with regulatory requirements and company policies at all times
- Undertook any other duties as assigned by senior management
Customer Support/Email Administrator
First Bank of Nigeria Limited
Lagos State, Nigeria
08.2019 - 12.2022
- Responded to customer inquiries, complaints, and requests via email and social media platforms, ensuring timely resolution for both local and diaspora customers
- Utilized CRM, IBPS, Finacle, and other applications to effectively address and resolve customer complaints
- Adhered to the Complaint Quality Management System (CQMS) process to ensure efficient and effective resolution of customer complaints
- Managed up to 100 customer emails daily, following up as necessary, totaling approximately 2000 emails per month, and willingly worked additional hours to ensure customer satisfaction
- Generated daily departmental reports using Excel and Avaya applications to track and analyze customer interactions and complaint resolutions
Contact Center Quality Assurance Specialist
First Bank of Nigeria Limited
Lagos State, Nigeria
03.2022 - 08.2022
- Achieved and maintained a 98% consistency rate in quality-of-service delivery to customers across all Contact Centre interaction channels, promptly flagging and resolving any instances of non-compliance and bottlenecks
- Documented and approved all quality assurance processes, ensuring a 100% compliance rate, and regularly updated quality assurance procedures to meet evolving standards
- Monitored and evaluated interactions across all channels within agreed Service Level Agreements (SLAs)
- Organized and conducted various training sessions, including customer success onboarding, product pre-launch training, post-launch updates, workshops, and coaching sessions, resulting in a 95% customer satisfaction rate and ensuring the consistent delivery of high-quality service
Assistant Team Lead
First Bank of Nigeria Limited
Lagos State, Nigeria
11.2021 - 02.2022
- Provided comprehensive employee mentorship and guidance to ensure all staff were well-trained in product knowledge and proficient in their assigned roles
- Delivered exceptional customer service by warmly greeting and acknowledging all customers in a friendly and professional manner, resulting in a 95% customer satisfaction rate
- Oversaw financial and operational processes while supervising a team of executive team leaders, ensuring efficiency and adherence to company standards
Customer Support Professional (Frontend)
First Bank of Nigeria Limited
Lagos State, Nigeria
04.2018 - 12.2019
- Resolved customer complaints by identifying issues and implementing appropriate corrective actions, leading to a 50% increase in client retention
- Demonstrated professional etiquette and demeanor, increasing positive feedback and 5-star ratings
- Developed and delivered staff training materials, improving the effectiveness of the customer service department by 20%
- Addressed and resolved customer complaints, inquiries, and requests via telephone
- Ensured timely follow-up on customer complaints to guarantee resolution and satisfaction
- Participated in bank enlightenment and marketing campaigns for various digital products, while also generating daily reports and logging all interactions on CRM for resolution tracking
- Conducted training sessions for onboarding consultants, focusing on communication skills required for email and administration
Customer Success Specialist
Heritage Bank PLC
Lagos State, Nigeria
01.2013 - 12.2017
- Contributed to team-based follow-up workflows, actively participating in resolving customer queries, inquiries, and requests
- Provided support to office management in developing and executing stated goals and objectives
- Engaged in telemarketing and tele sales of the bank's products
- Ensured exceptional compliance with the institution's objectives across all service units, in line with established quality goals, thereby improving the internal work culture
Rural Development Coordinator
Rural Development and Reformation Foundation
Lagos State, Nigeria
12.2011 - 11.2012
- Enhanced living conditions and economic opportunities in rural areas
- Provided communities with basic amenities such as water, electricity, food, and improved roads
- Worked with professionals and government agencies to facilitate the establishment of low-cost housing for women and children
- Supervised rural dynamics and complexities to ensure effective resolution of community issues
Education
MSc. - Public and International Affairs
University of Lagos
01.2016 - 01.2018
BA - Philosophy
Imo State University
01.2003 - 01.2007
Skills
- Attention to Detail
- Team Player
- Organizational Skills
- Interpersonal Skills
- Engagement Prowess
- Communication Skills
- Time Management
- Client Management
- Problem Solving
- Leadership Skills
- Cold Call Engagement
- Critical Thinking
- Patience
- Quality Assurance
Certification
- Neuron Linguistic Programming (NLP Nigeria Limited)
- Jobber man Soft Skill Training (Coursera)
- Customer Service Foundation (LinkedIn)
- Customer Service Problem Solving and troubleshooting (LinkedIn)
- Testify Academy Limited Software testing.
Languages
English
Igbo
Custom
Available on request
Timeline
Customer Support (Remote)
Specialty Life Insurance
03.2024 - 01.2025
Customer Support (Remote)
Northstar Insurance
12.2022 - 03.2024
Operations Manager
Lidya Finance
09.2022 - 12.2022
Contact Center Quality Assurance Specialist
First Bank of Nigeria Limited
03.2022 - 08.2022
Assistant Team Lead
First Bank of Nigeria Limited
11.2021 - 02.2022
Customer Support/Email Administrator
First Bank of Nigeria Limited
08.2019 - 12.2022
Customer Support Professional (Frontend)
First Bank of Nigeria Limited
04.2018 - 12.2019
MSc. - Public and International Affairs
University of Lagos
01.2016 - 01.2018
Customer Success Specialist
Heritage Bank PLC
01.2013 - 12.2017
Rural Development Coordinator
Rural Development and Reformation Foundation
12.2011 - 11.2012
BA - Philosophy
Imo State University
01.2003 - 01.2007
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