Open to opportunities

Celestine Okechukwu

@celestineokechukwu

Customer Success and branch operations leader improving retention, compliance, and service delivery through coached teams.

Nigeria

Message

What I'm looking for

I’m looking for a customer- and operations-focused role where I can improve retention and service quality, coach teams, ensure compliance, and drive measurable efficiency gains—ideally with remote or hybrid flexibility.

I’m a results-driven Customer Success and Operations professional with 13+ years of experience across pension management, financial services, insurance, and client relationship management. I’ve led high-performing teams, resolved complex escalated issues, and improved operational efficiency while maintaining regulatory compliance.

At Stanbic IBTC Pension Managers, I’ve strengthened customer experience through effective service recovery, accurate CRM records, and timely complaint handling—whether managing remote client support or overseeing branch service operations. I was recognized as a Stanbic IBTC Country Mark of Excellence Award recipient (2022) for exceptional customer service and meaningful contribution to organizational goals.

Experience

Work history, roles, and key accomplishments

Current

Branch Service Manager

Current

Stanbic IBTC Pension Managers

Mar 2024 - Present (2 years 3 months)

Led daily branch operations, ensuring adherence to service standards and operational policies while improving operational efficiency and customer satisfaction through escalated complaint resolution and service recovery. Coached and monitored service staff against operational and customer service KPIs, supported pension product adoption for growth, and reduced operational risk by monitoring fraud e

Branch Operations Management Compliance Management Complaint Resolution Team Leadership Customer Service Recovery CRM Management Stakeholder Engagement Process Improvement Pension Product Support

Remote Client Service Officer

Stanbic IBTC Pension Managers

Jun 2020 - Feb 2024 (3 years 8 months)

Managed high-volume customer interactions remotely via phone and email, improving engagement and service efficiency by processing benefit applications accurately and maintaining up-to-date customer records. Strengthened case management and retention through proactive follow-ups, timely resolution tracking, accurate CRM documentation, and support for product adoption and business development opport

Remote Customer Support Case Management Benefit Applications CRM Record Accuracy Client Relationship Management Complaint Handling Documentation Management Customer Retention

Client Service Officer

Stanbic IBTC Pension Managers

Jan 2015 - May 2020 (5 years 4 months)

Delivered timely resolution of customer inquiries, complaints, and service requests, improving satisfaction by resolving issues efficiently at first point of contact and educating clients on pension products and services. Maintained regulatory compliance through accurate documentation and collaborated cross-functionally to resolve complex cases and improve service delivery outcomes.

Customer service management Regulatory Compliance Customer Education Client Retention Pension Services Support

Marketing Executive

Mutual Benefits Life Assurance Limited

Jan 2013 - Dec 2014 (1 year 11 months)

Drove customer acquisition and revenue growth by marketing life and general insurance products to prospective clients through consultations and needs assessment. Improved retention by building relationships through ongoing engagement, converting leads into customers, and providing product education and advisory support.