Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Project Managememt & Collaboration Tools
Reference
Timeline
Generic

Chioma Sabina Okoye

United Kingdom

Summary

A result oriented professional with nine years of experience in spearheading projects across diverse sectors. Proven track record in driving efficiencies, managing cross-functional teams and delivering projects on-time and within budget. Expertise in Agile and traditional methodologies, stakeholder management and strategic planning. Demonstrated ability to innovate and adapt in fast-paced environments, ensuring objectives align with organizational goals. Committed to fostering collaboration and continuous improvement for optimal results.

Overview

5
5
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work History

Junior project manager (Contract)

Tritek Consultancy LTD
Remote
09.2023 - 02.2024
  • Led the redesign and overhaul of a Learning Management System (LMS) game app, implementing innovative features and interactive elements. This initiative resulted in a notable 30% increase in user retention and a 25% surge in daily active users, establishing the app as a more impactful learning tool within the target audience.
  • Led team to Incorporated user feedback and analytics to ensure the app met both educational objectives and user satisfaction, contributing to a more enjoyable and effective learning experience.
  • Adapted project teams and processes to work with different SDLC methodologies
  • Delivered projects on time and under budget through strict implementation and cost controls.
  • Designed project presentations and reports for executive teams.


Customer Service Executive

Teleperformance (Aviva Campaign)
Glasgow
03.2023 - Current
  • Maintained databases of customer information and complied with GDPR legislation
  • Provided technical support to customers over the phone and via email, resulting in a 95% customer satisfaction rate
  • Created a series of email campaigns that achieved a 70% open rate and implemented customer service standards that improved customer satisfaction by 40%.
  • Developed and implemented customer service standards that improved customer satisfaction by 40%.
  • Managed project communication channels, fostering engagement and collaboration and raised support tickets with other departments to aid the resolution of customer requests


Customer relations manager

Tyne College
Sunderland
12.2022 - 03.2023
  • Handled customer inquiries through phone, email, and live chat with professionalism, accuracy and resolved customer concerns promptly to maintain satisfaction.
  • Utilised various sales techniques to develop relationships with customers by establishing clear budgets and cost controls strategies to meet objectives.
  • Developed a data ingestion process to automate the transfer of data from multiple sources into a single database, resulting in a 43% reduction in manual data entry
  • Translated senior management directives into actionable front-line policies and implemented changes with staff.


Assistant project coordinator

Edgerise Consultancy Ltd
Sunderland
09.2022 - 12.2023
  • Tracked and communicated project status, timelines and action items from project inception to delivery.
  • Created and managed a customer loyalty program that resulted in a 73% increase in customer retention rates
  • Led meetings with department executives to review project status, Chaired project governance reviews and resolved challenges, drafted action plans to deliver proposed changes.
  • Managed scopes and deadlines and submitted performance feedback and Reports to stakeholders, keeping project teams on track.
  • Developed and implemented a customer service strategy that resulted in a 25% increase in customer satisfaction ratings
  • Collaborated with cross-functional teams to Chair project governance reviews, identify and resolve customer service issues, resulting in a 50% reduction in customer complaints

Customer Service Team Lead

Forest & Fur Lounge Limited
Abuja
02.2019 - 07.2022
  • Managed a personal pipeline of customer and vendor inquiries received via mail, email, fax, and company website and ensured consistent and accurate information is communicated to the customers
  • Advised clients of additional documentation required for their case to be reviewed for possible modification assistance.
  • Enhanced customer satisfaction ratings by managing client enquires through applied conflict management to stressed and concerned customers.
  • Completed documentation and logs each day, generating detailed weekly reports.


Education

Bachelor of Science - Education/Economics

University of Nigeria
Nsukka
03.2014 - 08.2018

Skills

    Project Management

  • Process Improvement
  • Leadership
  • Stakeholder management
  • Customer Service
  • Agile/Waterfall
  • Business Development
  • Corporate Governance
  • Risk management
  • Negotiation
  • Change management
  • Time management
  • Quality Assurance
  • Compliance
  • Cost management
  • Project Plan

Accomplishments


  • Led the redesign and overhaul of a Learning Management System (LMS) game app, implementing innovative features and interactive elements. The result was a remarkable 30% increase in user engagement metrics, including higher daily active users (DAU) and longer average session durations.
  • Developed and executed a comprehensive customer oriented initiative aimed at enhancing policyholders' understanding of insurance products and processes. This proactive approach resulted in a 20% reduction in recurring customer inquiries, leading to increased operational efficiency and improved overall customer satisfaction.
  • Implemented a targeted customer relations strategy that resulted in a 20% increase in student enrollment and a 40% improvement in student retention rates over the course of one academic year.

Certification

  • Customer Relationship Management (CRM) Diploma (2022)
  • Diploma In Customer Experience (CX)(2021)
  • Retail Customer Service (2019)
  • B.sc Economics - University of Nigeria (2018)

Project Managememt & Collaboration Tools

Microsoft Project, Microsoft suites, Jira, share point, Visio, Basecamp, Google drive

Reference

References available upon request

Timeline

Junior project manager (Contract)

Tritek Consultancy LTD
09.2023 - 02.2024

Customer Service Executive

Teleperformance (Aviva Campaign)
03.2023 - Current

Customer relations manager

Tyne College
12.2022 - 03.2023

Assistant project coordinator

Edgerise Consultancy Ltd
09.2022 - 12.2023

Customer Service Team Lead

Forest & Fur Lounge Limited
02.2019 - 07.2022

Bachelor of Science - Education/Economics

University of Nigeria
03.2014 - 08.2018

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Chioma Sabina Okoye