• I oversee the administration of annuity accounts, including generating quotes, processing transactions, updating account information, and ensuring the accuracy of financial records.• I support the Annuity Business by helping our field force in generating quotes and managing the customers.• I stay informed about regulatory requirements and ensure compliance with relevant policies and procedures.• I ensure the implementation of process improvement practices to promote and increase… Show more • I oversee the administration of annuity accounts, including generating quotes, processing transactions, updating account information, and ensuring the accuracy of financial records.• I support the Annuity Business by helping our field force in generating quotes and managing the customers.• I stay informed about regulatory requirements and ensure compliance with relevant policies and procedures.• I ensure the implementation of process improvement practices to promote and increase quality of service in order to enable the Annuity team meet and exceed expectations on process turnaround for new business transactions, and the active businesses.• I monitor account activity and promptly address any discrepancies or issues.• I ensure prompt payment of all annuitants’ monthly benefits.• I process and manage all PRA death claims/benefits from the start through to settlement.• I Provide technical support to our sales team.• I serve as a primary point of contact for annuitants, addressing inquiries, providing information on annuity products, and offering assistance in account-related matters.• I provide necessary support for audits and regulatory examinations. Show less

1. Team Leadership:- Lead and inspire a team of customer support representatives.- Provide coaching, mentoring, and ongoing training to enhance team performance.2. Process Optimization:- Develop and refine customer support processes to ensure efficiency and effectiveness.- Identify areas for improvement and implement strategies to enhance the overall customer support workflow.- Collaborate with cross-functional teams to streamline communication channels and… Show more 1. Team Leadership:- Lead and inspire a team of customer support representatives.- Provide coaching, mentoring, and ongoing training to enhance team performance.2. Process Optimization:- Develop and refine customer support processes to ensure efficiency and effectiveness.- Identify areas for improvement and implement strategies to enhance the overall customer support workflow.- Collaborate with cross-functional teams to streamline communication channels and problem-solving procedures.3. Customer Advocacy:- Analyze customer feedback and implement initiatives to enhance customer satisfaction.- Establish and maintain strong relationships with clients to understand their evolving needs.4. Quality Assurance:- Implement and oversee quality assurance measures to ensure consistent and high-quality support services.- Monitor and analyze customer interactions to identify trends and areas for improvement.- Develop and implement training programs to address skill gaps and improve overall service quality.5. Performance Metrics:- Define and track key performance indicators (KPIs) to measure the success of the customer support team.- Regularly report on team performance, highlighting achievements and areas for improvement.6. Collaboration:- Work closely with other departments, including product development and marketing, to align customer supportstrategies with overall business objectives.- Collaborate with the recruitment team to identify and onboard top talent for the customer support team.7. Customer Relationship Management:- Use CRM tools to Manage, monitor and track customers throughout their life cycle.-Lead, monitor, report and provide analytics on customer issue trends-Provide customer satisfaction within the product and company at large striving to exceed customerexpectations and go above and beyond to provide exceptional customer service. Show less

• I oversee the administration of annuity accounts, including generating quotes, processing transactions, updating account information, and ensuring the accuracy of financial records.• I support the Annuity Business by helping our field force in generating quotes and managing the customers.• I stay informed about regulatory requirements and ensure compliance with relevant policies and procedures.• I ensure the implementation of process improvement practices to promote and increase… Show more • I oversee the administration of annuity accounts, including generating quotes, processing transactions, updating account information, and ensuring the accuracy of financial records.• I support the Annuity Business by helping our field force in generating quotes and managing the customers.• I stay informed about regulatory requirements and ensure compliance with relevant policies and procedures.• I ensure the implementation of process improvement practices to promote and increase quality of service in order to enable the Annuity team meet and exceed expectations on process turnaround for new business transactions, and the active businesses.• I monitor account activity and promptly address any discrepancies or issues.• I ensure prompt payment of all annuitants’ monthly benefits.• I process and manage all PRA death claims/benefits from the start through to settlement.• I am responsible for preparing agents' commission payment schedules.• I Provide technical support to our sales team.• I serve as a primary point of contact for annuitants, addressing inquiries, providing information on annuity products, and offering assistance in account-related matters.• I build and maintain positive relationships with annuitants through effective communication and customer service.• I am in charge of Implementation and upholding of data management protocols to ensure the integrity and confidentiality of annuity-related information.• I work collaboratively with finance actuary, and other internal departments to coordinate activities related to annuity accounts and valuations.• I provide necessary support for audits and regulatory examinations.• I prepare weekly Annuity reports.• I prepare and send commission statements to all Agencies/Brokers.• I prepare Agency commission/production reports for Agency Administration office.• I prepare RLA NAICOM monthly, quarterly and annual reports.• I am responsible for PR Annuity IFRS17 workflow data. Show less

• Check and appraise CRM engagement logs for the Inbound, outbound, email, and the social media platform.• Collates and analyze customer’s data for profiling.• Mentor and coach the CS representatives.• Prepare, monitor, analyze and give reports on all planned preventive measures for quality delivery.• I manage the outbound cold calls, onboarding and telesales calls.• I make sure the team meets the set target in telesales.• Creates sales leads for direct sales and… Show more • Check and appraise CRM engagement logs for the Inbound, outbound, email, and the social media platform.• Collates and analyze customer’s data for profiling.• Mentor and coach the CS representatives.• Prepare, monitor, analyze and give reports on all planned preventive measures for quality delivery.• I manage the outbound cold calls, onboarding and telesales calls.• I make sure the team meets the set target in telesales.• Creates sales leads for direct sales and marketers.• I analyze and prepare the departments management reports.• Controls Customers perception through feedback analysis.• I am in charge of training new recruits. Show less

• I check and appraise the quality of service delivery of all units (Contact Center both inbound/outbound, email resolution, and Social Media).• Ensures quality service delivery and process data for regulatory purposes.• Check and appraise CRM engagement logs for the Inbound, outbound, email, and the social media platform.• Collates and analyze customer’s data for profiling.• Mentor and coach the CS representatives.• Prepare, monitor, analyze and give reports on all planned… Show more • I check and appraise the quality of service delivery of all units (Contact Center both inbound/outbound, email resolution, and Social Media).• Ensures quality service delivery and process data for regulatory purposes.• Check and appraise CRM engagement logs for the Inbound, outbound, email, and the social media platform.• Collates and analyze customer’s data for profiling.• Mentor and coach the CS representatives.• Prepare, monitor, analyze and give reports on all planned preventive measures for quality delivery.• I prepare and present departmental reports.• Recommend our representatives for Training/Retraining. Show less

I mentored other upcoming LeadersI do more of public speakingI provide leadership solutions to organizations and groups all across our institutions.

• I check and appraise the quality of service delivery.• Check and appraise CRM logs.• Check and appraise the quality of service rendered by the staffs CS representatives.• Mentor and coach the CS representatives.• Prepare, monitor, Annalise and give reports on all planned preventive measures for quality delivery.• Recommend our representatives for Training/Retraining.• I manage over 200 contact center agents.

• Attending to customers complains, and solving them.• Helping the customers in the best possible way to get the best of our products and services.• Sending text messages (SMS) to our customers in other to give them optimum service.• Calling customers/subscribers in order to update them about our new products and services.• Managing clients data