Okolo Christopher

Experience

• 

  Ezza Girls Secondary School

  Jul 2012 - Jul 2013

  Business Studies and Accounts Teacher

  ● Delivered personalized instruction to each Student by encouraging interactive learning● Planned lessons with adherence to curriculum objectives.● Prepared and assessed students for examinations and motivated them to succeed in their studies.● Organized seminars and symposia to educate students.

• 

  Markin Grace College

  Jan 2016 - Nov 2016

  Teacher

  ● Designed educational activities that promote physical, social, and intellectual growth of students.● Inculcated healthy habits and discipline in children.● Maintained classroom records, cleanliness, and orderliness.● Coordinated the Press Club meetings and organized brief news broadcast sessions. ● Allocated and graded Homework, Assignments and Tests.

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  AXA Mansard

  Dec 2016 - Apr 2022

  Telesales Specialist (Team Lead) Customer Service and Support

  ● Confident daily use of a variety of software packages such as Microsoft Word, Outlook, Power point, Excel, Access, CRM (Updating cases (customer’s complaints) on CRM as unresolved and resolved), AIMS, AVAYA communicator etc., to produce correspondence, documents and maintain presentations, records, spreadsheets, and databases.● Ensuring 85% sales quota and facilitating recurrent sales by cross-selling / upselling products to customers thereby meeting and surpassing monthly targets.● Receiving an average 90% customer satisfaction rating by building sustainable relationships and engaging customers by going the extra mile.● Responding timely and adequately to incoming communication from customers on all available platforms (calls, emails, Live chats, and social media) which led to a 40% in sales.● Handling customer objections, complaints, or feedback within the Turn Around Time (TAT) and appropriately ensuring maximum retention always.● Achieving 90% customer satisfaction by providing accurate, valid, and detailed information by using the right methods/tools.● Mentoring Team members to escalate issues/updates with changes and status of each customer to the appropriate units whilst adhering to the Standardized Operating Procedure (SOP) which helps in improving productivity.● Exceeding 80% quality goal by carefully applying scripts and personal knowledge to address and correct problems thereby maximizing Customer Satisfaction Score (CSAT).● Devised a new Leads classification system and this improved Leads conversion by 40%● Supporting Digitalization by constantly navigating customers and closing sales on the online platform thereby increasing Digital sales contribution from 1% to ≥ 2.5% ● Executing policy renewal functions via proper Customer Engagement (Live chats, emails, or phone calls) to improve the renewal ratio to a minimum of 65%. Show less

• 

  Heirs Insurance Group

  Apr 2022 - now

  Experience Journeys: Design comprehensive experience journeys that lead to measurable improvementsin customer satisfaction, aiming for a 20% increase in Customer Satisfaction Score (CSAT) within 6 months ofpost-implementation.● Collaboration: Work with all stakeholders to deliver key system journeys that enhance digital userexperience to target a reduction in customers’ complaints.● Client communication Inform clients about the requirements and procedures for claims, new businesspurchases, servicing requests, policy renewals, part-withdrawals, or surrenders through digital platforms toachieve a 90% satisfaction rate in communication clarity and timeliness as measured by follow-up surveys● Ease of use: Ensure all customer interaction channels meet standards for ease of use, reliability, andaccessibility to strive for 99.9% reliability across all platforms and a decrease in user-reported issues relatedto accessibility● Voice of Customer (VOC): Integrate VOC loops in all customer interaction channels, including CustomerSatisfaction Survey (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES).● 360 View: Collaborate with the Head of Customer Experience to design experiences that enhance theholistic view of customer interactions.● Business Requirement Document (BRD): Draft and review BRDs for intended projects to ensurealignment with customer experience goals, ensuring 100% compliance with project requirements asmeasured by post-implementation reviews.● Continuous Review of Customer Journeys: Regularly assessing all customer journeys on digital platformsfor improvement opportunities.● User Acceptance Testing (UAT): Conduct UAT for projects in the staging environment before going liveto achieve a 100% success rate in UAT, ensuring no critical issues are present upon launch.● Customer and Process Journey Mapping: Create detailed maps of customer journeys and processjourneys to identify pain points to reduce pain points. Show less ● Ensuring 85% sales quota in the areas of upselling, Cross-selling across the group and generating new businesses through Leads conversion and meeting/surpassing monthly targets.● Making a minimum of 60% outbound calls daily to convert at least 5% of Leads generated through various marketing engagements and direct engagements● Formulating, designing, and sending email campaigns (product comms) to both internal and external customers weekly, bi-weekly, and monthly thereby increasing Leads generation by 40%● Carrying out a Quality Assurance Survey on internal processes to ensure improved, enhanced workflow and processes of all departments, maximizing the CSAT, NES and NPS scores.● Partnering with the Insurtech Team on possible website adjustments by way of additions or modifications● Reminding customers of our commitment to Customer Satisfaction by executing the International Customer Service Week thereby maximizing retention and sales ratio.● Adding value to the company and aiding my personal growth and development by growing myself through personal development training and other pieces of training organized by the company● Conducting 100% appropriate surveys on all customer purchase requests and initiating follow-up calls to engage customers to fill surveys and update all engagement on all ticket logs.● Responding to all product requests via all Omni channels within 3-5 minutes (webchat, emails, WhatsApp, calls, etc.) and following operational processes in concluding requests and ensuring that customers get all documentation within a maximum of 2- 24 hours● Initiating, designing, and executing Promos for both new businesses and retention which so far has increased premium generated● Supporting Digitalization by constantly navigating customers on the website/mobile app and closing sales on the online platform thereby increasing Digital sales contribution from 1% to ≥ 3% Show less

  • Continuous Improvement and User Experience

    Jun 2023 - now

  • Telesales Specialist

    Apr 2022 - Jun 2023