Carolyn Agu | Freelancer Resume

Carolyn Ugochi Agu Home Address: 20 Kayode Oseni Street Off Okeira, Addo road, Ajah, Lagos Email Address:-Telephone:- LinkedIn Profile : https://www.linkedin.com/in/carolyn-agu-gnim-mba-297b9343 PERSONAL PROFILE A team leader who is geared towards the achievement of environmentally conscious brands’ objectives/goals through detailed company administration, community focused sales, excellent customer satisfaction, developing strategies, resolving conflicts, upholding standards and developing practical approaches in the management/ administrative services. Results-driven, teachable, organized, resilient, high‐performing and strategic‐thinking finance professional with over 5 years’ experience in banking and finance, business development, customer Service, financial management, business finance, sales, administration and corporate services across various financial institutions complemented by a Master’s degree (MBA) in Business Administration and also a Graduate of The Nigerian Institute of Management (NIM)- Chartered. Proven team player and strategic planner with the ability to deliver excellent financial services and a reputation for ensuring excellent customer satisfaction. PROFESSIONAL SKILLS Excellent Customer Service skills Excellent Interpersonal skills Strong numerate and excellent analytical skills Proactive and can work with minimum or no supervision, identifying potential solution to problems Excellent written and verbal communication skills Personal selling skills Proficient in MS Office suite including Word, Excel, PowerPoint and Outlook Teamwork skills Character skills- Integrity. Strategic Planning and Reporting Control Operational Planning Quality Orientation Query Resolution PROFESSIONAL WORK EXPERIENCE Role: Senior staff- Insurance Claims Processing officer/Customer Service Specialist Company: Optiva Capital Partners in partnership with Aiico Insurance Plc 2022 to date Follow up on clients’ insurance policies through calls, direct messages, electronic e-mails and social media. Build long- term, positive and productive relationships with clients. Address clients’ concerns, complaints and business needs. Prompt processing of client's claims, renewals and new businesses. Provide prompt answers to clients’ enquiries. Ensure both the company and the clients adhere to contract terms. Collaborate with internal teams/ departments such as the sales team, Engineering team, Finance department, claims department and the senior management to meet the clients’ needs. Act as a point of contact for complaints and escalate issues as appropriate. Preparation of financial statements of clients. Develop process improvements to enhance service efficiency and effectiveness. Provide client support services in accurate and timely fashion. Liaise with client officers to ensure that clients’ certificates and receipts are promptly delivered. Make necessary amendments to clients’ forms. Inform both existing and potential clients of the services we offer which includes insurance, investment immigration and wealth management. Role: Relationship Management Executive 2020 to 2022 Company: Optiva Capital Partners in partnership with Aiico Insurance Plc Prospected investment immigration, insurance and wealth management products to existing and non-existing clients. Sourced for referrals from existing clients. Closed investment immigration, insurance, and wealth management deals. Followed up on clients via calls, WhatsApp, and emails. Booked appointments with clients for a follow up. Delivered clients' policy documents and passports. Delivered citizenship documents to clients. Reported sales activities daily. Sourced for referrals from existing clients and non-existing clients. Sought for new sources/avenues for high-net worth clients. Delivered excellent customer service to our clients. Made sure claims of insurance are paid to clients as at when due. Made sure clients' details on the application forms are accurate. Role: Executive Assistant2019 Company: Jefe Concepts Limited Managed finance databases. Updated and maintained account/finance. Created and updated finance reports- expenditures/revenues, profit/loss and other requisite financial reports. Performed business administrative tasks as assigned. Processed purchase orders, invoices and payments. Received and reported out cashier and daily sales report to senior management. Supervised junior professionals. Developed and maintain client relationships. Role: Account Officer- Company: Access Bank Plc Marketed and sold Access Bank's products to prospects and existing customers. Opened new accounts timely. Handled accounts payable and receivable for team. Maintained records of new accounts opened. Managed customer issues with respect to account dormancy and lack of account funding. Ensured security and privacy of new accounts opened. Built and maintained a portfolio of clients with a view to consistently reaching assigned business targets. Provided quality customer service to customers. Arranged and undertook appropriate Know-Your-Customer (KYC) visits to new customers. KEY ACHIEVEMENTS I followed up on a customer that had some challenges in his account and it was resolved. I got new referrals from him as I was highly recommended because of my efficient customer service skills. Maintained a portfolio of over 50 customer accounts, solved 90% of the customers’ issues in timely fashion, thereby saving the Bank at least ₦1million in a three-month period. Role: Annuity Officer- Company: Asset and Resource Management-Life Insurance (ARM-Life) Managed assigned and new clients’ accounts. Marketed and sold annuity packages to prospective, new and existing company clients (pensioners). Performed administrative tasks with respect to clients’ accounts and client correspondence. Prepared and circulated weekly, monthly and quarterly activity reports for team to management. Performed customer service tasks to clients. KEY ACHIEVEMENTS I got referrals from my existing clients because of my excellent customer service skills. Delivered significant increase in revenue for ARM -Life by exceeding the sales target which was ₦35M in 2014. Financial Control Officer (NYSC- Sultan Abdu-Rahman School of Health Technology Handled students’ fees payments. Performed account reconciliation and financial reporting for school accounts. Developed and executed internal financial controls. Developed financial plan for school and reported out as appropriate. Managed finance database. EDUCATION, CERTIFICATIONS AND TRAININGS Master of Business Administration (MBA) – Babcock University, Ogun State, Nigeria2016 - 2018 BSc (Hons) Banking and Finance – Babcock University, Ogun State, Nigeria - Second Class Honours (Upper Division) - Certifications Proficiency Certificate in Management- Nigerian Institute of Management- Chartered (NIM) Graduate of the Nigerian Institute of Management -Chartered Training Attended- Career Kickstart Training programme: Poise Graduate Finishing Academy REFERENCES Available on request.