Chioma Igbo

Support clients and advisors with insurance product guidance, documentation, and digital platform usage. Resolve escalations, coach team members, and track performance updates to identify service gaps.

Manage client relationships by understanding customer needs, explaining solutions, and addressing service issues promptly. Maintain accurate, compliant client documentation and coordinate with stakeholders to deliver timely resolutions.

Lead service operations across the South-South region, supporting branch teams with customer service quality, issue resolution, compliance, and operational performance. Use dashboards, structured feedback routines, and KPI reporting to improve retention, customer satisfaction, productivity, and turnaround time.

Manage daily branch service operations as the central point for customer inquiries, issue resolution, and transaction accuracy. Improve service consistency through performance monitoring and onboarding/peer mentoring, and enhance general ledger reconciliation using analytics to reduce reconciliation time.

Lead branch operations and process improvements to reduce overhead costs and improve service delivery time within six months. Introduce automation to reduce manual work and deliver training to strengthen team efficiency, documentation accuracy, and turnaround time.

Held customer service and cash-related roles, building experience in customer handling, transaction processing, accuracy, and service recovery. Roles included Customer Service Officer, Fund Transfer and Cash Officer, and Cash Centre Supervisor.

Completed a Master of Business Administration (MBA) in Business Administration at ESUT Business School.

Completed a Postgraduate Diploma in Business Administration at ESUT Business School.

Completed a Higher National Diploma in Mass Communication at Federal Polytechnic Oko.