Samuel Ukaegbu

SAMUEL CHICHEBEM UKAEGBU Customer Service Officer ǁ Business Analyst ǁ Data Analyst - Email:-LinkedIn: www.linkedin.com/in/samuelchichebemukaegbu PROFILE SUMMARY Conscientious Customer Service Officer with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. CORE COMPETENCIES  Customer Relation Management  Complaint Handling  Documentation and Reporting  Strong attention to details  Emotional Intelligent  Customer Relationship Management (CRM)  Empathy        Process improvement Time management Digital Literacy Data Analysis Omnichannel Awareness Data Entry Problem solving PROFESSIONAL EXPERIENCE Customer Service Officer Access Pensions Limited, Warri, Delta State. February 2019 – present.  Reducing backlog of ALL Unpaid Accrued Right by 90% and ensuring that 95% benefits were paid.  Achieved 90% payment of Accrued Rights received within the year both deceased and retirees.  Ensuring 100% delivery of the expected Turn Around Time.  Ensuring swift processing of all benefits applications 25%, Enbloc, PW, Annuity Request, Death Benefits etc  Zero tolerance for sending incomplete documentation.  Resolve customers’ complaints by identifying the root causes of problems and taking appropriate measures thereby increase the customer retention ratio by 30%.  Meticulous in PENCOM enrolment for retirees, and also ensuring their documents are complete before enrolment.  Calmed and retained 95% of irate customers by implementing empathetic communication techniques and designing personalized solutions, thereby repairing trust and boosting customer retention rates  Executed comprehensive data recapture initiatives for clients accessing pension benefits, reducing errors by 40% and accelerating benefit disbursement timelines by 20%, enhancing overall client experience.  Accurately process error-free customer applications.  Created and implemented advanced computational templates for retirees, reducing manual processing time by 50% and enhancing financial accuracy, leading to a 25% increase in client retention. Business Analyst First Guarantee Pensions Limited, Lagos State. January 2016 – January 2019  Conducted analysis and elicitation activities to effectively capture and communicate business requirements  Prepared and maintained comprehensive project documentation, encompassing the Business Case, Gap Analysis (As-Is/ToBe processes), and other relevant materials.  Generated User Stories and the Business Requirements Document to effectively articulate project needs.  Conducted impact analyses of changes and evolving/new requirements, ensuring alignment with project goals.  Collaborated extensively with business mentors to identify and document business needs, resolve issues, gather requirements, and define scope, usage, and security requirements.  Utilized interviews, workshops, use cases, scenarios, and other techniques to elicit requirements, prioritizing them based on their business value.  Developed business solutions and future state models across people, processes, and technology, ensuring alignment with business objectives and securing stakeholder buy-in.  Supported the development of business procedures and associated user documentation to facilitate the achievement of business objectives and outcomes.  Fostered relationships with partners, optimizing integration and enhancing collaboration seamlessly. Data Analyst First Guarantee Pension Limited, Damaturu, Yobe State. June 2014 – December 2015  Ensured data accuracy and integrity through regular audits and validations, providing exceptional support to managers and colleagues, which boosted office efficiency by 30%.  Collected data by conducting surveys and tracking website visits and characteristics then cleaned and maintained data quality. Presented findings clearly and compellingly using charts and graphs.  Interpreted data by identifying patterns and trends to address specific questions.  Communicated findings through visualizations like charts and graphs, writing reports, and presenting to stakeholders and interested parties.  Monitored key performance indicators to measure the effectiveness of marketing campaigns and strategies.  Ensured data accuracy and integrity by performing regular data audits and validations and gave exceptional support to managers and co-workers, increasing the overall efficiency of the office by 30%. PERSONAL SKILLS  Competent in building client relationship, customer marketing strategies.  Hand-on experience in designing and developing chatbots, AI, and system integrations.  Team player  Excellent interpersonal and communication skills (both oral and writing)  Experience in leadership role, teamwork, and innovation.  Proficiency in Excel and Spreadsheet and Analysis, MySQL, CSS, Adobe photoshop, HTML, JavaScript  Dexterity in, MS Word, PowerPoint, PowerBI, MS Forms, CPAS, Anydesk, Outlook, VSCode  Proficiency in office application, administrative and managerial duties.  Good level of exposure, confidence and outgoing personality. ACHIEVEMENTS AND AWARD  Won a Scholarship at Zero Code Institute 2024.  Won MR COMPLIANCE at First Guarantee Pension Limited in 2021 EDUCATION   Bachelor of Science Glass Technology – Ahmadu Bello University Zaria, Kaduna State West African Senior Certificate Examination (WASCE) – Makarfi Secondary School, Katsina State. - PROFESSIONAL MEMBERSHIP  Masters in Business Analysis – 10Alytics 2023  Institute of Chartered Accountants of Nigeria (In view) 2021 TRAINING AND CERTIFICATIONS     Customer Relations Management – Centre for management development. Project Management Certificate– Project management professional institute. Advance Excel – First guarantee pension limited. Building leaders for peak performance – Chusel Nigeria Company. VOLUNTEERING EXPERIENCE State President - Young Professional Forum.  Supervise the affairs and activities of the forum and support administrative operations.  Lead the development and implementation of the forum’s yearly strategic plan.  Ensuring compliance to the constitution. Vice President – Adetola Community, Aguda Surulere, Lagos State. • Developed and followed up on projects to ensure completeness. • Assisted the President is carrying out his task when he is not available. REFEREES Available on request. Jul 2022 - Present -