Omobola Comfort Adegoke
Akure
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Pension Administration. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Branch Customer Service Officer – Pension Specialist
Leadway Pensure PFA
10.2019 - Current
- Maintained comprehensive knowledge of regulatory changes within the pension industry, implementing necessary updates into daily operations as required delivering top-notch service and support
- Delivered exceptional customer service to every customer by leveraging on extensive knowledge of products and services and creating welcoming, positive experiences resulting in increased loyalty and referrals
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Handled escalated customer issues professionally, working towards swift resolutions while maintaining positive relationships
- Conducted thorough reviews of participant data, verifying eligibility requirements for pensions and other benefits
- Processed all benefit applications request with reference to reducing attrition rate of customers and improved customer’s feedback from processed benefit payments
- Managed account opening procedures for new customers, maintaining strict compliance with regulatory requirements
- Collected feedback from customers to help improve service delivery and pension processes
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Collaborated and Contributed to the successful achievement of branch sales targets by actively promoting additional products and services when appropriate
- Assisted colleagues during peak periods or staff shortages, demonstrating strong teamwork skills and adaptability
- Learned and adapted quickly to new technology and software applications
- Consistently exceeded performance metrics for transaction and interaction accuracy, customer satisfaction and positive customer feedbacks.
Relationship Management Officer – Pension Administrator
Veritas Glanvills Pensions Limited
10.2018 - 10.2019
- Prepared and delivered compelling sales presentations to clients showing success, features, benefits and credibility of products and services
- Assisted clients in understanding their pension benefits, leading to increased participation rates
- Managed accounts to retain existing relationships and grow share of business
- Displayed strong organizational abilities in coordinating various aspects of retirement plan events such as seminars or workshops and interactive sessions for retirees and those in active service
- Reviewed customer feedback regularly, making adjustments to services as needed based on findings
- Boosted sales performance by identifying and targeting high-potential leads
- Cultivated interpersonal skills by building positive relationships with others
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy
- Enhanced customer satisfaction with timely follow-ups and personalized service
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations
- Compiled and analyzed data to determine approaches to improve sales and performance
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Pension Administrator Assistant
Veritas Glanvills Pensions
09.2015 - 10.2018
- Enhanced client satisfaction with timely and accurate pension calculations and disbursements
- Ensured timely processing of pension applications, maintaining a high level of accuracy and attention to detail
- Resolved participant issues promptly, maintaining a high level of customer satisfaction and fostering trust in the pension program
- Managed complex pension cases, ensuring compliance with industry regulations and company policies
- Increased operational efficiency by identifying areas of improvement in the pension administration process
- Conducted thorough reviews of participant data, verifying eligibility requirements for pensions and other benefits
- Monitored industry trends and regulatory changes to ensure continued compliance with best practices in the field of pension administration safeguarding both the company and its clients from potential risks
- Developed strong relationships with key stakeholders, working together towards mutually beneficial outcomes in managing retirement funds effectively
- Managed participant data effectively, ensuring confidentiality and adhering to strict privacy policies
- Demonstrated excellent analytical skills in reviewing participant account balances, identifying discrepancies, and recommending corrective actions
- Showcased proficiency in utilizing software tools specifically designed for handling pensions-related transactions
- Played an instrumental role in preparing reports that analyzed key metrics pertaining to retirement plans' performance against set objectives.
Education
MBA - Marketing Management
Ladoke Akintola University of Technology
Ogbomosho, Oyo State02.2019
Bachelor of Science Sociology (Second Class Upper Division) -
Olabisi Onabanjo University
Ago-Iwoye, Ogun State01.2013
Skills
Customer Satisfaction
Tech savvy
Time Management
Excellent Communication in verbal, non-verbal and written
Complaint Handling and Resolution
Customer Account Management
Adaptability
Customer Retention Strategies
Business Development
Teamwork and Collaboration
Organizational Skills
Attention to Detail
Certification
- Associate Member, The Certified Pension Institute of Nigeria - 2023
- Certificate of 'Train The Trainer', La Plage Meta Verse - 2023
- Certificate of 'Introduction to Social Media', La Plage Meta Verse - 2023
- Executive Diploma in Advanced International Human Resources, LPMV - 2023
- Certificate in International Volunteering, La Plage Meta Verse - 2023
- Africa Agenda 2063 Goodwill Digital Ambassador, LPMV - 2023
- Certificate of Achievement, Jobberman Soft-Skills Training - 2020
- Certificate in Customer Service Foundations, Linkedin - 2020
Volunteer Experience
- Assistant Lead Coordinator, The GlobalSTAGEImpacts – TheGSI
- Member, Royal Heart Home Initiative
References
Available on request.
Timeline
Branch Customer Service Officer – Pension Specialist
Leadway Pensure PFA
10.2019 - Current
Relationship Management Officer – Pension Administrator
Veritas Glanvills Pensions Limited
10.2018 - 10.2019
Pension Administrator Assistant
Veritas Glanvills Pensions
09.2015 - 10.2018
MBA - Marketing Management
Ladoke Akintola University of Technology
Bachelor of Science Sociology (Second Class Upper Division) -
Olabisi Onabanjo University
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