OKOH, UDOKA EMMANUEL
Block 208, Flat 1, Jakande Estate, Isolo--CAREER OBJECTIVE
I am an experienced manager with a solution focused approach to challenges and ability to
drive forward positive change within service delivery. I’m looking to secure a new position
where acquired skills, knowledge, and expertise gained throughout educational and
professional experience can be applied, with a drive for greater achievements and growth of an
organization and self.
KEY SKILLS/ COMPETENCIES
➢ Fluent in English, Igbo and Yoruba
➢ Conflict resolution
➢ Savvy in Microsoft packages
➢ Solution oriented and result driven
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Good Team player
Customer Service excellence
Able to multi-task seamlessly
Organisation and Presentation skills
PROFESSIONAL EXPERIENCE
GUARANTY TRUST PENSION MANAGERS LIMITED, LAGOS.
SEP 2022 – NOV2022
ENROLLMENT OFFICER
➢ Received retirement savings account (RSA), input data on the registration portal via the
fund fusion application and generate pension pin on the PENCOM Web portal.
➢ Received data recapture application, input data via the fund fusion application, then
recapture the client’s data on the PENCOM Web portal.
➢ Trained new employees on how to use the CRM Application, entering customer data and
organizing customer interaction sessions with HNI’s.
➢ Led and directed team members on effective methods, operations and procedures.
➢ Conducted quality, timely performance feedback and performance appraisal.
GUARANTY TRUST PENSION MANAGERS LIMITED, LAGOS.
FEB 2022 – SEP 2022
CUSTOMER SERVICE OFFICER/SERVICE CENTER MANAGER
➢ Conducted quality, timely performance feedback and performance appraisal.
➢ Led and directed team members on effective methods, operations and procedures.
➢ Implemented and developed operational standards, policies and procedures.
➢ Maintained frequent interaction with senior management to measure goal achievement,
sales, staff attrition and determine areas of improvement.
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➢ Addressed and resolved client inquiries to foster superior standards of service.
➢ Handled 90+ calls daily, with duties including signing up new customers, retrieving
customer data, presenting relevant product information, and cancelling services.
➢ Trained new employees on how to use the CRM Application, entering customer data and
organizing customer interaction sessions with HNI’s.
➢ Received an average 85% customer satisfaction rating, 15% higher than the company
average.
➢ Sought out and maximized client retention strategy, resulting in over 40% decrease in
customer attrition.
➢ Memorized entire line of company products and services, including prices.
➢ Provided basic technical support for clients on a wide range of company products,
resolving issues at a 90% rate.
INVESTMENT ONE PENSION MANAGERS LIMITED, LAGOS.
JAN 2015 – FEB 2022
ACTING HEAD (Customer Relationship Management)
➢ Led and organized seminars and interactive sessions with clients on the best pension and
benefit plan before and after retirement.
➢ Attended to enquiries on pension onboarding and withdrawal.
➢ Liaised with benefit, contribution, investment, compliance and audit units in servicing
clients excellently on their retirement benefits and remittance concerns.
➢ Organized educative sessions for retirees on after retirement plans.
➢ Received and resolved customers enquiries within 24hours turnaround time via the
company’s social media platform, calls and emails.
➢ Developed a reporting template for my team to track customers complaints as the acting
head and made sure customers issues are resolved real time.
➢ Ensured that customers attrition level is reduced.
➢ Developed a strategy for me and my team to ensure zero fines and court cases from clients
through the Commission’s act.
TRAININGS/ CERTIFICATIONS
➢ Agripreneurship: a path to the future. April 2020 (YALI network)
➢ Management strategies for people and resources. April 2020 (YALI network)
➢ Developing, mentoring, and supporting youth leadership. December 2020 (YALI
network)
➢ Effective communication for healthy outcomes. April 2021 (YALI network)
➢ Fundamentals of personal money management. April 2021(YALI network)
➢ Advancing the role of women in politics, peace and security, and economic institutions.
March 2021(YALI network)
➢ Customer complaint and resolution program. September 2021 (Poise Nigeria)
➢ Productivity through customer service program. June 2021 (Poise Nigeria)
➢ Real time online stock trading simulation training. June - August 2021
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EDUCATION & OTHER QUALIFICATIONS
SAINT MARKS JUNIOR SECONDARY SCHOOL, OSUN
NYSC DISCHARGE CERTIFICATE
2014
DELTA STATE UNIVERSITY, ABRAKA
BSC MASS COMMUNICATION
2012
AGWAEWURU SECONDARY SCHOOL, EWURU-AGBOR
SENIOR SECONDARY SCHOOL CERTIFICATE EXAMINATION
2005
REFERENCE
Available on request
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