Susan Adu

ADU SUSAN Ibadan, Nigeria |- |-LinkedIn: Susan Adu PROFESSIONAL SUMMARY HR & Customer Experience Professional with 6+ years of experience across Learning & Development, Talent Acquisition, and Customer Service within the financial services sector. Proven track record of improving recruitment efficiency, enhancing onboarding experiences, and supporting enterprise-wide transformation initiatives. Skilled in stakeholder engagement, data reporting, and process optimization. CORE COMPETENCIES Learning & Development (Onboarding & Training Support) Talent Acquisition & Recruitment Coordination Employee & Customer Experience Stakeholder Engagement HR Operations Documentation & Process Improvement Data Tracking & Reporting (Excel) PROFESSIONAL CERTIFICATIONS Chartered Institute of Human Resource Management (CIHRM) Chartered Institute of Personnel Management (CIPM) – In View PROFESSIONAL EXPERIENCE HR Officer (Cross-Functional) – Advans Lafayette MFB | Oct 2025 – Apr 2026 Coordinated end-to-end recruitment for 50+ roles, reducing time-to-hire by 25% Redesigned recruitment tracking system, improving documentation accuracy by 40% Improved candidate-hiring manager communication response time by 30% Supported high-volume recruitment campaigns (20+ roles/month) Strengthened HR reporting through structured dashboards Learning & Development Officer – Advans Lafayette MFB | Jul 2024 – Oct 2025 Coordinated onboarding for 100+ new hires, improving early productivity Improved training documentation accessibility by 70% Maintained 100% accurate training records Ensured 95%+ on-time training execution Aligned training with business performance needs CBS Transformation Project – Trainer | Jul 2024 – Feb 2025 Supported CBS rollout impacting multiple departments Trained end-users across teams for system adoption Assisted in process mapping and documentation Ensured smooth transition with minimal disruption Contributed to successful project delivery Customer Service Officer – Feb 2020 – Jul 2024 Managed 50+ customer interactions daily Maintained 90%+ customer satisfaction rating Resolved complaints with fast turnaround Built strong client relationships Consistently met service KPIs KEY ACHIEVEMENTS Contributed to successful CBS transformation rollout Improved onboarding documentation and employee experience Strengthened recruitment tracking and efficiency Recognized for stakeholder management excellence Transitioned successfully from Customer Service to HR EDUCATION B.Sc. Political Science – Obafemi Awolowo University, Ile-Ife (2009 – 2013) Dissertation: Public Policy PROFESSIONAL DEVELOPMENT (AFOS PROGRAMME) Enterprise Risk Management Credit Risk Analysis & Management Train-the-Trainer (Rhetoric) Financial Analysis & Business Planning Performance Management & Appraisal Project & Change Management Emotional Intelligence & Team Dynamics Corporate Communication & Negotiation