IDAKPO EUNICE OJONUGWA
Operations & Customer Experience Leader
Lagos, NG.About
Highly results-driven Operations and Customer Experience Leader with over 5 years of progressive experience across insurance, hospitality, real estate, and retail sectors. Proven expertise in optimizing administrative and financial operations, spearheading client relationship management, and driving sales growth through effective team leadership. Adept at enhancing customer satisfaction, streamlining complex processes, and achieving key performance targets through strategic planning and cross-functional collaboration, consistently delivering measurable improvements.
Work
Leadway properties and investment
|Customer service officer
Lagos, Opebi Ikeja, Nigeria
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Contract
Summary
1. Attending to Customers • Welcome customers (physically, via phone, email, or chat) • Respond to inquiries politely and professionally • Provide clear and accurate information about products or services 2. Handling Complaints & Issues • Listen actively without interrupting • Show empathy and understanding • Investigate complaints • Provide solutions or escalate to the appropriate department • Follow up to ensure resolution 3. Processing Requests • Assist with account updates • Handle payments or documentation • Process applications, renewals, or cancellations • Ensure proper record-keeping 4. Product Knowledge • Understand company products and policies thoroughly • Explain benefits, terms, and conditions clearly • Recommend suitable options based on customer needs 5. Documentation & Reporting • Keep accurate records of customer interactions • Update CRM systems • Prepare daily/weekly service reports 6. Building Customer Relationships • Maintain a friendly and respectful attitude • Create positive customer experiences • Encourage customer retention and loyalty 7. Team Collaboration • Work closely with sales, claims, and underwriting departments • Escalate technical or complex issues when necessary
Leadway Health Assurance
|Enrollment Officer
Lagos, Lagos State, Nigeria
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Summary
Managed end-to-end client onboarding and policy administration for health, life, and pension insurance plans, ensuring stringent compliance and significantly enhancing client satisfaction.
Highlights
Spearheaded the onboarding of over 500 new clients annually across diverse health, life, and pension insurance plans, achieving 100% compliance with company and regulatory standards.
Managed and maintained accurate client databases for over 1,500 active policies, enhancing data integrity and improving accessibility by 20% for sales and service teams.
Reduced client inquiry resolution time by 15% by providing clear guidance on complex policy terms, payment procedures, and claim processes, significantly enhancing client understanding and satisfaction.
Collaborated effectively with the sales team to consistently exceed monthly enrollment targets by an average of 10%, directly contributing to business growth and client retention.
Leola Hotel
|Finance Team Lead
Lagos, Lagos State, Nigeria
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Summary
Led a team of finance professionals, overseeing daily financial operations, comprehensive reporting, and strategic cost optimization for a 100+ room hospitality establishment.
Highlights
Directed a team of 3 finance professionals, overseeing all daily financial operations including billing, cash management, and reconciliations for a 100+ room hotel.
Ensured 100% compliance with internal controls and accounting standards by meticulously reviewing financial reports, significantly minimizing discrepancies and audit risks.
Identified and implemented cost optimization strategies within annual budgeting and forecasting, achieving a 5% reduction in operational expenses.
Developed and delivered comprehensive training programs for 2 junior finance staff, enhancing documentation accuracy by 25% and improving overall team process efficiency.
Cultivated strong inter-departmental relationships, streamlining financial operational flow and improving payment processing efficiency by 10% through timely issue resolution.
Femi Oke Nigeria Limited
|Administrative Team Lead
Lagos, Lagos State, Nigeria
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Summary
Managed comprehensive administrative operations, client records, and critical documentation, leading a team of 4 to significantly enhance service delivery and operational efficiency.
Highlights
Led an administrative team of 4, overseeing comprehensive management of over 200 property listings, client records, and critical legal documentation.
Ensured accurate and timely preparation of over 150 tenancy agreements, invoices, and official correspondence monthly, supporting seamless business operations and client relations.
Optimized scheduling, client follow-up protocols, and internal reporting, reducing client response times by 20% and enhancing overall service delivery.
Coordinated daily staff duties and provided robust oversight, improving team productivity by 15% and maintaining 99% accuracy in record-keeping.
Mentored and developed the administrative team, fostering a high-performance culture that improved team efficiency by 10% and elevated client satisfaction.
Nashacal Baby Store
|Sales Representative
Lagos, Lagos State, Nigeria
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Summary
Drove significant sales growth and managed comprehensive customer relations, inventory, and point-of-sale operations within a dynamic retail environment.
Highlights
Exceeded monthly sales targets by an average of 15% through effective product assistance and personalized customer engagement strategies.
Increased average transaction value by 10% through strategic upselling and compelling product demonstrations, significantly boosting overall store revenue.
Streamlined inventory management for over 500 SKUs and efficiently processed 50+ POS transactions daily, resolving customer concerns within 5 minutes.
Enhanced store organization and visual merchandising, contributing to an improved shopping experience and a 5% increase in customer traffic and sales.
Languages
English
Skills
Software & Tools
Microsoft Office Suite (Word, Excel, PowerPoint, Access), Database Management, Point-of-Sale (POS) Systems.
Strategic & Analytical
Problem Solving, Critical Thinking, Analytical Skills, Adaptability, Time Management, Strategic Planning.
Operations Management
Process Improvement, Workflow Management, Operational Coordination, Data Management, Record-Keeping, Administrative Support, Scheduling, Compliance, Service Delivery.
Client & Customer Relations
Customer Service, Client Relationship Management, Client Onboarding, Sales, Upselling, Customer Follow-up, Issue Resolution, Client Satisfaction.
Financial Administration
Financial Reporting, Reconciliation, Billing, Cash Management, Budgeting Support, Cost Optimization, Internal Controls, Financial Documentation.
Team Leadership & Development
Team Supervision, Staff Training, Mentorship, Team Motivation, Performance Management, Cross-functional Collaboration.
Education
Lagos State Polytechnic, Ikorodu
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Higher National Diploma (HND)
Quantity Surveying
Grade: Upper Credit
Lagos State Polytechnic, Ikorodu
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Ordinary National Diploma (OND)
Quantity Surveying
Grade: Lower Credit