Summary
Overview
Work history
Education
Skills
Certification
Affiliations
Languages
Timeline
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ODOCHI JOHN-FRANCIS

Portsmouth,POR

Summary

Accomplished professional with expertise in insurance risk analysis, complaint resolution, and client relations. Demonstrates a strong understanding of KYC procedures and possesses a solid retail background. Proficient in MS Office and recognised for effective problem-solving skills. Career goal includes leveraging analytical abilities to enhance client satisfaction and operational efficiency.

Overview

18
18
years of professional experience
4016
4016
years of post-secondary education
1
1
Certification

Work history

Tax Advisor

HM Revenue and Customs
Portsmouth, Hampshire
09.2024 - Current
  • Provided clear, accurate guidance to 25 customers daily on various HMRC services, including tax codes, returns, and payment queries.
  • Investigated and resolved customer issues by reviewing account details and ensuring compliance with HMRC policies and procedures.
  • Liaised with internal departments to escalate complex cases and ensure timely, accurate outcomes for customers.
  • Delivered consistent, professional service through phone, email, and written correspondence, helping improve public trust and satisfaction.

Lead Support Worker (ALSW)

Dimensions UK
, Hampshire
03.2023 - 08.2024
  • Supported improvements to risk management tools and methodologies to meet objectives and business needs.
  • Compiled list of potential workplace hazards, providing risk reduction measures for injury and damage.
  • Embedded and further refined risk awareness within company culture through briefs and relevant training.
  • Remained calm under pressure to handle 7 service users and family complaints, and solve problems.

Healthcare Assistant (Part-time)

Queen Alexandra Hospital
Portsmouth, Hampshire
10.2023 - 02.2024
  • Maintained and updated digital patient records and medical information.
  • Documented care plans, hospital actions and patient activities in line with best practices.
  • Measured and recorded patient temperatures, pulse, respirations and weight throughout hospital stay.
  • Attended safety functionality briefings to comprehend risk entailed and mitigation procedures.

Support Worker (Part Time)

A&RS Solutions Ltd
, Hampshire
03.2022 - 10.2022
  • Assisted 5 clients in taking ownership of financial responsibility and management of personal care.
  • Tracked and documented client behaviours, activity engagement, skills development, and notable incidents.
  • Provided social, physical, and emotional support to assist 3 clients with integrating into the local community.

Insurance Risk Manager

Universal Insurance Plc
, Lagos
01.2019 - 02.2022
  • Handled customer concerns and escalated major issues to supervisor.
  • Embedded customer priorities in service delivery focusing on outcomes based on customer insight.
  • Managed all client inquires through resolution to enhance customer satisfaction ratings.
  • Delivered exceptional customer service to grow business, resolve issues and maximise customer experience.

Insurance Supervisor

NSIA Insurance Limited
, Lagos
05.2013 - 12.2018
  • Determined level of acceptable risk by reviewing applications for coverage and loss control reports.
  • Negotiated coverage, policy pricing and service delivery during meetings with customers, agents or brokers.
  • Kept client and company files safely stored on CRM system to comply with confidentiality laws and regulations.
  • Communicated with customers through phone calls, online chats and emails to assess customer needs and provide solutions.

Assistant Risk Officer

Diamond Bank Plc
, Lagos
08.2007 - 04.2013
  • Wrote policy documentation for customers and brokers to determine risks and inform decision-making.
  • Used rating manuals and loss cost data to update systems.
  • Leveraged customers' history, industry and demographic information to calculate renewal rates.
  • Dealt with complex complaints and angry customers professionally and politely, resolving issues with favourable solutions.

Education

Certificate of Higher Education - Operational Delivery

City & Guilds of London Institute
United Kingdom
11.2024 -

NVQ Level 7 - Health and Social Care Management

London School of International Business
London, ENG

Master of Science - Digital Business Management

University of Portsmouth
Portsmouth, POR
07.2023

Master of Science - Management

University of Lagos
Lagos
01.2012

Bachelor of Science - Insurance and Actuarial Science

University of Lagos
Lagos
01.2005

Skills

  • Insurance risk analysis
  • Complaint resolution
  • MS Office
  • Retail background
  • Effective problem solver
  • Client relations specialist
  • KYC procedures understanding

Certification

Microinsurance expert, 2017, Frankfurt School of Management and Finance, Germany

Affiliations

Associate Member, Institution of Chartered Insurers, 2/14075, 2007

Languages

English
Advanced

Timeline

Certificate of Higher Education - Operational Delivery

City & Guilds of London Institute
11.2024 -

Tax Advisor

HM Revenue and Customs
09.2024 - Current

Healthcare Assistant (Part-time)

Queen Alexandra Hospital
10.2023 - 02.2024

Lead Support Worker (ALSW)

Dimensions UK
03.2023 - 08.2024

Support Worker (Part Time)

A&RS Solutions Ltd
03.2022 - 10.2022

Insurance Risk Manager

Universal Insurance Plc
01.2019 - 02.2022

Insurance Supervisor

NSIA Insurance Limited
05.2013 - 12.2018

Assistant Risk Officer

Diamond Bank Plc
08.2007 - 04.2013

NVQ Level 7 - Health and Social Care Management

London School of International Business

Master of Science - Digital Business Management

University of Portsmouth

Master of Science - Management

University of Lagos

Bachelor of Science - Insurance and Actuarial Science

University of Lagos

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