CHIOMA JOYCE ODOH
Location: Dublin, Ireland Phone:- | Email:-PROFESSIONAL SUMMARY
Dedicated and results-oriented Insurance Customer Service Professional with extensive experience in the Irish
insurance market. Proven track record of managing high-volume inbound calls, adhering to strict Service Level
Agreements (SLAs), and exceeding daily sales and operational targets. Currently progressing through APA
qualification (Module 1 completed). Expertise in using Relay, CRM systems, and back-office tools to streamline
policy management. Known for flexibility, including availability for on-call shifts, and a strong commitment to
customer satisfaction and retention.
CERTIFICATIONS & LICENSURE
Accredited Product Adviser (APA) – In Progress
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Status: Active Student
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Completed: Module 1 (Regulation & Compliance).
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Currently Enrolled: Preparing for Modules 2 & 3.
Customer Service Specialist Diploma – DoviLearn (2023) Professional Diploma in Social Media
Management – DM-WEEP (2023)
CORE COMPETENCIES
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Insurance Operations: Policy Renewals, MTA (Mid-Term Adjustments), Underwriting Guidelines, New
Business, Payment – Direct debit.
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Customer Excellence: High-Volume Call Handling, SLA Adherence, Complaint De-escalation,
Retention Strategies.
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Sales & Growth: Cross-selling/Up-selling, Needs Analysis, Consultative Selling.
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Technical Proficiency: Salesforce, Freshdesk, Dotsys, Microsoft Office Suite, Back Office Admin.
PROFESSIONAL EXPERIENCE
MCL Insurance Service | Dublin, IE Customer Experience Associate | November 2024 – January 2026
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High-Volume Call Handling: Managed a high volume of inbound and outbound calls daily, consistently
meeting and exceeding daily call targets and KPI metrics regarding call duration and quality.
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Sales & Revenue Growth: Utilized consultative sales techniques to assess client needs, resulting in a
20% increase in policy upgrades for car, travel and home insurance products / policy renewal.
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Systems & Administration: Proficiently utilized Relay, Dotsys, and Back Office systems to manage
policy documentation, ensuring 100% accuracy in client records.
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Operational Flexibility: Demonstrated strong work ethic by regularly volunteering for extra shifts and
on-call rotations during peak periods to ensure team coverage and service continuity.
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SLA & Issue Resolution: Adhered to strict Service Level Agreements (SLAs) while resolving escalated
complaints. Maintained a 95% customer satisfaction rate by effectively acting as a liaison between
clients and underwriters.
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Collaborative CRM: Participated in collaborative CRM sessions to discuss complex client billing issues
and complaints, working within a cross-functional team to identify swift resolutions.
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Claims Support: Expedited claims resolution by coordinating closely with adjusters and underwriters,
minimizing client downtime and ensuring timely settlements.
OUTSurance | Dublin, IE Customer Service (Sales Advisor) | June 2024 – October 2024
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Policy Management: Provided comprehensive support for car and home insurance policies, guiding
clients through complex coverage options and billing queries.
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Target Achievement: Successfully identified gaps in customer coverage, recommending appropriate
endorsements that led to a 20% increase in policy upgrades.
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Customer Excellence: Receiving High-Volume of inbound Call Handling.
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Retention: Managed policy renewals and amendments, ensuring clients were fully informed of changes
to maintain high retention rates.
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Compliance: Ensured all interactions complied with industry regulations and internal quality standards.
Rainbow Front | Lagos, State Customer Service Executive | November 2022 – June 2024
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CRM Management: Maintained detailed records of customer interactions using Salesforce CRM,
ensuring data integrity for future reference.
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Customer Excellence: Face-to-Face interaction with customer(s).
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Problem Solving: Addressed customer complaints promptly via emails and calls, offering solutions such
as refunds or replacements to ensure satisfaction.
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Team Collaboration: Worked closely with team members during high-pressure busy periods to ensure
smooth workflow and timely service delivery.
Seron Logistic | Lagos, State Customer Support Specialist | July 2018 – November 2022
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SLA Management: Resolved logistics issues related to delays and lost packages, achieving a 98%
satisfaction rate through proactive communication.
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Documentation: Processed essential shipping documents (bills of lading, invoices) ensuring full
compliance with company policies.
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Tracking Systems: Utilized tracking systems to provide real-time updates to clients, ensuring
transparency regarding shipment status.
EDUCATION
B.Sc. Library and Information Science University of Nigeria, Nsukka | Graduated: June 2021
ADDITIONAL INFORMATION
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Languages: Fluent in English.
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Technical Skills: Microsoft Office (Excel, Word, Outlook), Google Workspace, CRM Tools (Salesforce,
Zendesk, Freshdesk, Dotsys).
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Availability: Available for immediate start; open to shift work and on-call requirements.
