Experience

Reliance Health

• United Kingdom
• Construction
• 1 - 100 Employee

• Corporate Retention Manager

  • Aug 2022 - Present

• Corporate Retention Associate

  • Feb 2021 - Aug 2022

  • Grow, manage, and review the portfolio of accounts assigned worth over 700 million naira with over 16,000 enrolled users while achieving a 94% retention rate. • Communicate with clients & providers via phone calls, emails, social media to create an all-important business bridge between the company and clients to improve client retention and inform them of updates in services and products.• Follow up on requests, complaints, and client feedback to ensure quick resolutions while envisaging and planning for all potential service breaks in the policy year.• Schedule and organise onboarding sessions, health talks and regular wellness checks for clients to have seamless access to services and to help practice preventive health. • Manage all premium collections and receivables to ensure payments are made as at when due.• Guide clients through the decision to choose health plans with an understanding of the needs of each client and their various peculiarities.• Manage the account renewal process of existing clients promptly and proactively.• Network with prospective clients on behalf of the organization until they are converted into premium paying clients. Show less

• Customer Success Manager

  • Jan 2021 - Mar 2021

  • Improved the VOIP system by creating new queue structures, implementing an automatic callback feature on the lines, and high priority to ensure all calls are attended to under 15 sec wait time. • Grew the percentage of all encounters rated excellent from 15% to 21% of all encounters in 3 months using tested customer service strategies• Trained and equipped team members with the necessary information and training to effectively participate in the team; correct inappropriate behaviour and below-par performance • Manage the shift schedule for accurate work appropriation. • Conducted periodic quality checks to ensure adherence to company accepted customer service practices, and devised strategies to improve the quality of customer service processes. • Promptly and appropriately resolve all issues escalated by channel members. Monitor escalated issues by liaising with appropriate team leads and managers to ensure proper closure. Show less

• Reliance Care Officer

  • Dec 2019 - Jan 2021

  • Provide technical support to corporate/retail clients, distribution partners and healthcare providers to ensure a seamless encounter with services and products• Manage and update large clients and providers’ databases, identify and communicate with prospective clients and also assist in client account management• Manage all outbound duties (Including all tickets raised to RCC, DCL, TDL, RFC requests, Requests from CRAs, Wellahealth requests, Relarex pickup reminders) to ensure timely resolution and excellent customer experience• Generate daily reports detailing activities, clients’ complaints, feedback and suggestions to keep all entities well-informed. Show less



Vintage Centre for Leadership and Professional Development

• Nigeria
• Professional Training and Coaching
• 1 - 100 Employee

• Team Director

  • Sep 2017 - Oct 2018

  • Organized and facilitated various training seminars, weekly online sessions on lean entrepreneurship, agile project management, and leadership for over 700 students.• Recruited, integrated and evaluated interns into the organization while effectively communicating the vision, mission, values and organizational procedures• Partnered with a UK based PMP certification body to provide international certification for students• Implemented and monitored mentoring and internship system for graduating trainees to achieve a hands-on experience learning process. Show less

• Operations Team Member

  • Jan 2017 - Sep 2017



PROJECT NEXT

• United States
• Education
• 1 - 100 Employee

• Program Officer

  • Mar 2016 - Jun 2016

  • Planned, executed and managed a community-based project to educate over 500 girls on skills development, sexuality and PSEA. • Partnered with a specialized girl-child empowerment organization, community-based organizations and individuals. • Designed and delegated tasks, generated weekly reports detailing project scope, progress and results, keeping all entities well-informed of goals/milestones. • Planned, executed and managed a community-based project to educate over 500 girls on skills development, sexuality and PSEA. • Partnered with a specialized girl-child empowerment organization, community-based organizations and individuals. • Designed and delegated tasks, generated weekly reports detailing project scope, progress and results, keeping all entities well-informed of goals/milestones.


Nourishing ground ministries
• Finance Director

  • Sep 2013 - Dec 2015