CHUKWU FLORENCE CHIBUZO

• Streamlined Client Services Processes: Developed client relationships, restructured client delivery processes and improved operational controls, increasing profit margins by 2.9%
• Improved Risk Programs: Established key risk indicators to guide operational activity, resulting in a 24% decrease in operating expenses, contributing to over 80% of performance levels
• Efficient Labor & Resource Utilization: Increased labor utilization efficiency by 31%, with improved trade recordkeeping
• Executed the development, integration and launch of a retail micro health insurance product [Kampe, Elite Wellness Plan] in collaboration with the bancassurance unit of a renowned financial institution [Union Bank, with over $250million in market capitalization]
• The products achieved an impressive milestone generating over $40,000+ in revenue, in less than a year
• Successfully achieved and surpassed the company's overall sales target YoY for 3 consecutive years
• Effectively developed and prepared the launch of a diverse range of retail products in collaboration with Sterling Bank Nigeria Plc
• (a financial institution with 140+ branches and over $120million in market capitalization) for the mass market
• Managed high profile, complex projects designed to improve speed, quality and control of business processes, which in turn enhanced customer satisfaction 2x fold
• Initiated new strategic planning process that identified and measured KPIs and built cohesive ROI.

Ø Team Lead in business operations planned towards efficiency through the implementation of end-to-end workflow processes for all client types thereby reducing cost of paper/manual process by up to 8%.

Ø Boosted team's business acumen that drove productivity up 59% while tripling revenue generation.

Ø Developed and implemented satisfaction survey strategy encompassing a diverse range of customer experience questions and methodologies that effectively monitored and evaluated over 50,000 customer interactions. This boosted client retention rate from 82% to 980%.

Ø Utilized effective client retention management strategy and generated new business that resulted in 20% contribution towards company overall sales target through referral recommendations from existing clientele.

Ø Successfully managed and supervised a team of 10 clients and retention managers.

Ø Trained more than 10 staff members (customer service department) on products, services, and performance expectations that boosted personal growth and productivity by more than 50% above current levels.

Ø Implemented customer service processes which included TAT across the organization – this resulted to improvements in the response rate from 45% to 95% averagely across customer channels.

• Coached employees through day-to-day work and complex problems.

• Managed and tracked travel/meeting/conference expenses; worked closely with finance and accounting department to ensure spending was aligned and within budget
• Participated in weekly leadership team meeting: generated agenda, recorded minutes, followed up on action items
• Created and handled presentations, complex reports, confidential correspondence and files
• Recognized as a departmental and company-wide resource for the internal policies or procedures.