Summary
Overview
Work history
Education
Skills
Certification
Timeline
Generic

Olusegun Fajemirokun

Sunderland,Sunderland

Summary

Accomplished human resources professional with proven track record of improving staff performance and retention for enhanced business operations. Dedicated HR Practitioner with over 2 years of experience in HR and over 10 years of work experience in HR, Customer Service and Administration. Demonstrated history of meeting company goals and promoting best practices. Thrives under pressure and adapts to challenges with ingenuity and resilience. Meticulous and focused to deliver targeted policy and process improvements. Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion. Energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects.

Overview

12
12
years of professional experience
8
8
years of post-secondary education
1
1
Certification

Work history

Customer service representative

EE Limited
Newcastle upon Tyne, Tyne and Wear
11.2022 - Current
  • Answered customer telephone calls promptly and improved on-hold wait times.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Managed daily calls, taking orders and escalated cancellations.
  • Addressed and resolved enquiries and customer complaints with professionalism and efficiency.
  • Provide exceptional customer support through inbound and outbound telephone interactions and establish strong customer relationships with empathy and attentive care.
  • Navigate various computer systems to streamline customer service processes.
  • Escalate critical issues promptly to ensure timely resolution.
  • Maintain up-to-date knowledge of company products and services to effectively answer customer questions.
  • Exceeded assigned key performance indicators by consistently achieving exceptional results
  • Collaborate with cross-functional teams to escalate and resolve complex issues, ensuring a seamless customer experience.
  • Identify opportunities for process improvements, contributing to the enhancement of overall service quality.
  • Meet and exceed established performance metrics, including response time, resolution time, and customer satisfaction scores.
  • Participate in ongoing training sessions to stay informed about product updates and best practices in customer service.
  • Proactively engage with customers to upsell and cross-sell products, contributing to revenue growth.
  • Uphold company policies and procedures while demonstrating a commitment to maintaining a positive and customer-centric work environment.

HR Advisor

Sands Homes
Remote
09.2022 - Current
  • Coordinated training and development opportunities to elevate performance standard in teams.
  • Created and issued contracts of employment for staff members.
  • Consistently reviewed and improved onboarding processes and induction material to improve relevancy and efficiency.
  • Planned, organised and managed recruitment and selection processes, consistently meeting budget targets and recruitment goals.
  • Supported Human Resource Business Partner and managers to deliver quality HR induction to staffs.
  • Oversaw onboarding process of new hire from offer of employment to induction.
  • Cultivated trusting relations to advise, guide and support the business with Human Capital matters.
  • Coordinated Human Resources staff, leading employees by example to maintain productive department relations.
  • Reviewed and renewed company policies, ensuring strict legal compliance across all business activities.
  • Thoroughly vetted employees' qualifications, licenses and certifications, including upcoming renewals.
  • Devised and implemented successful employee retention strategies, including improved exit interview and onboarding procedures.
  • Collaborated with entire human resource department to discuss new ways to recruit top talent.
  • Provided expert HR advice to line managers to tackle obstacles such as conflict resolution, pay disputes and under-performance management.
  • Addressed employee conflicts, following corporate procedures for timely resolution.
  • Led annual salary reviews, talent reviews, succession planning and performance management.
  • Crafted and managed vacancy advertisements using variety of job portals including LinkedIn and Jobberman.
  • Performed exit interviews, gaining useful insights to improve employee retention rates.
  • Maximised cost effectiveness when sourcing external training opportunities.
  • Routinely updated HR policies and procedures in line with legislation.

HR officer

Old Mutual Limited
Lagos
01.2021 - 06.2022
  • Addressed employee conflicts, following corporate procedures for timely resolution.
  • Planned, organised and managed recruitment and selection processes, consistently meeting budget targets and recruitment goals.
  • Worked closely with HR Manager, aiding HR improvements and strategy for continued development of best practices.
  • Developed and implemented recruitment strategies to attract top talent, resulting in a decrease in time-to-fill and an increase in the quality of hires.
  • Conducted employee onboarding sessions, ensuring new hires are effectively integrated into the company culture and aware of policies and procedures.
  • Managed employee relations issues, including conflict resolution, disciplinary actions, and grievance handling, fostering a positive work environment.
  • Administered performance management processes, including goal setting, performance reviews, and development planning.
  • Facilitated training and development programs to enhance employee skills and competencies, aligned with organizational goals.
  • Maintained HR documentation and records, ensuring compliance with employment laws and regulations.
  • Collaborated with cross-functional teams to address HR-related challenges and initiatives.
  • Assisted in the recruitment process, including job postings, screening resumes, conducting interviews, and facilitating the selection process.
  • Assisted in the development and implementation of HR policies and procedures in compliance with Nigerian labor laws.
  • Handled employee relations issues, including conflict resolution, disciplinary actions, and grievances, in accordance with company policies and legal requirements.
  • Coordinated training and development initiatives to enhance employee skills and competencies.
  • Administered employee benefits programs, including health insurance, pension schemes, and other employee welfare initiatives.
  • Ensured compliance with statutory requirements related to employment, such as tax deductions, pension contributions, and labor regulations.
  • Assisted in conducting salary surveys and benchmarking exercises to ensure competitive compensation packages.
  • Provided support in HR reporting and analytics to track key HR metrics and trends.
  • Collaborated with other departments to support organizational initiatives and foster a positive work culture.
  • Stayed updated on HR best practices and industry trends to recommend improvements and enhancements to HR processes.

Client Service Lead

Old Mutual Limited
Lagos
12.2017 - 12.2020
  • Ensured KPIs are recorded and monitored.
  • Led recruitment processes to ensure the selection of qualified candidates and build a high-performing team.
  • Delivered valuable assistance in the upgradation of system software at Old Mutual in West Africa and South Africa to enhance user experience.
  • Analysed retention data to identify and resolve root causes, improving RMM persistency ratio as well as evaluated customer complaints and recommended measures to minimise recurrence.
  • Managed the account renewal process for existing clients and performed data management and analysis to ensure data completeness and compliance.
  • Optimised client service processes through active collaboration with business leaders at both strategic and tactical levels.
  • Worked with internal teams to help manage and negate issues in the business.
  • Managing team’s performance to ensure targets are set and met.
  • Contributed to important initiatives like lead management systems, policy changes, and system upgrades.
  • Worked with both internal and external teams to ensure a smooth customer journey throughout the customer journey with the organization.
  • Conducted training for new employees and created personal development plans to enhance their performance and growth.
  • Monitored team's performance against business and customer targets to provide in-depth performance reports.
  • Developed process improvement initiatives and managed projects related to customer service and retention.
  • Drove customer acquisition and annual retention initiatives by implementing lead-generation strategies.
  • Managed corporate communications to foster lead generation and enhance positive brand perception.
  • Resolved complaints and addressed policy cancellation requests by engaging directly with customers.
  • Oversaw digital assets, including the website, social media, lead management system, and CRM.

Client Service Consultant

Old Mutual Limited
Lagos
08.2015 - 12.2017
  • Act as a trusted advisor to clients, providing expert guidance on products, services, and solutions to meet their unique needs.
  • Conduct in-depth consultations with clients to understand their goals, challenges, and business requirements.
  • Develop and maintain strong client relationships through regular communication and proactive outreach.
  • Serve as the primary liaison between clients and internal teams, ensuring effective communication and timely resolution of issues.
  • Collaborate with clients to analyze their current processes and identify areas for improvement or optimization.
  • Customize and present tailored solutions, demonstrating a deep understanding of the client's industry and challenges.
  • Provide ongoing support and follow-up to ensure client satisfaction and address any concerns.
  • Collaborate with cross-functional teams to implement and deliver client solutions, coordinating efforts to meet project timelines.
  • Keep abreast of industry trends and updates to provide clients with relevant insights and recommendations.
  • Regularly update client documentation, ensuring accuracy and alignment with contractual agreements.
  • Offered valuable insights and supported effective decision-making for management by producing comprehensive reports.
  • Ensured the conversion of leads through effective sales strategies and follow-up activities.
  • Utilised ad-hoc and generic text messaging to communicate important information on various occasions such as birthdays,
    collection dates, and renewal notices to all customers.
  • Launched new insurance products in the market and successfully executed the Critical Illness Plan and Term Life Insurance as a vital member of the project team.
  • Conducted thorough testing to ensure the functionality of new products in the system before their deployment to production.
  • Achieved additional leads and drove revenue growth by engaging in cross-selling and up-selling Old Mutual products.
  • Streamlined the process to facilitate online payments for customers and enhance their experience.
  • Fostered valuable partnerships by delivering world-class service to corporate clients and brokers.
  • Enhanced communication efficiency through the implementation of an email management system.
  • Compiled and delivered daily and monthly collection reports for the Head of the Retail Mass Market.

Claims administrator

Aiico Insurance Plc
Lagos
01.2012 - 07.2015
  • Managed caseload of up to 25 claims weekly, confidently negotiating with garage to agree settlements.
  • Liaised with internal department and external parties such Finance department and Loss Adjusters to conduct complex claim investigations and ensure prompt payment.
  • Processed payments while collating and documenting claims paid on a weekly and monthly basis to maintain record-keeping.
  • Initiated and prepared offer letters and discharge vouchers for both corporate and individual customers in various industries, including government establishments, oil and gas, telecoms, power and energy, and manufacturing.
  • Acknowledged claims and promptly responded to insured parties regarding the details of the incident.
  • Delivered exceptional and courteous customer service by professionally addressing claim issues and responding to information requests.
  • Managed the collection, preparation, and prompt distribution of cheques to clients, brokers, and adjusters.
  • Implemented and monitored claims files to ensure a seamless end-to-end transaction for customers.
  • Registered and organised claims to streamline the payment process.
  • Assigned qualified adjusters to thoroughly investigate and authenticate covered losses.
  • Stay current with industry regulations and changes, adjusting claim processes accordingly.
  • Participate in training sessions to enhance skills and knowledge related to claims analysis and industry best practices.

Education

Master of Science - Human Resource Management

University of Sunderland
Sunderland
06.2022 - 10.2023

Master of Science - Public Administration

University of Lagos
Lagos, Nigeria
01.2012 - 10.2015

Bachelor of Science - Banking and Finance

Ajayi Crowther University
Oyo, Nigeria
10.2006 - 10.2009

Skills

  • Talent management
  • Staff development
  • External recruitment
  • Salary review
  • Incentive development
  • HRIS Technologies
  • L&D strategies
  • Employee retention programmes
  • Performance management
  • Recruitment
  • HRIS applications proficient
  • Employee relations
  • Policies
  • Pre-employment screening
  • File and records management
  • Employment law legislation
  • Employee engagement strategies
  • Performance appraisals
  • Organisational change management
  • Resource allocation
  • Training calendar management

Certification

  • Associate Member of Chartered Institute of Personnel and Development
  • Associate Member of Chartered Institute of Personnel Management

Timeline

Customer service representative

EE Limited
11.2022 - Current

HR Advisor

Sands Homes
09.2022 - Current

Master of Science - Human Resource Management

University of Sunderland
06.2022 - 10.2023

HR officer

Old Mutual Limited
01.2021 - 06.2022

Client Service Lead

Old Mutual Limited
12.2017 - 12.2020

Client Service Consultant

Old Mutual Limited
08.2015 - 12.2017

Claims administrator

Aiico Insurance Plc
01.2012 - 07.2015

Master of Science - Public Administration

University of Lagos
01.2012 - 10.2015

Bachelor of Science - Banking and Finance

Ajayi Crowther University
10.2006 - 10.2009

Similar Profiles

Create profile
Olusegun Fajemirokun