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karen onobe

@karenonobe

Customer service representative at Firstsource Ltd / Sky Protect who resolved complex insurance complaints with 97–100% review scores.

Nigeria

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What I'm looking for

I’m available for remote roles across EMEA time zones, subject to employer eligibility requirements.

At Firstsource Ltd / Sky Protect, I answered insurance customer enquiries by phone, email and live chat, and resolved complex complaints through to a final outcome. My internal review and customer feedback scores were 97–100%, reaching 100% in most months.

I guided elderly and vulnerable customers through insurance technology products, and triaged product issues for escalation to the right teams. I also contributed to documentation and case-handling improvements that reduced documentation time across the team by approximately 15%.

At Bes Belmon Nigeria Ltd, I managed client, supplier and contractor relationships through delivery of a 53-unit residential development. I also worked directly with property buyers and supported sales across two developments.

Since December 2025, I’ve managed a made-to-order tailoring business, overseeing client orders from consultation through delivery. I also completed data analytics and business intelligence training at 10Analytics, with a final project analysing e-commerce data and presenting recommendations.

Experience

Work history, roles, and key accomplishments

Current

Fashion & Tailoring (Self-employed)

Current

Self-employed

Dec 2025 - Present (11 months)

Managed a team of 3 tailors producing made-to-order clothing, handling client complaints and follow-ups to ensure satisfaction. Managed client relationships from order to delivery.

Team Management Client Relations Complaint Resolution Order Management

Data Analytics Training & Certification

10Analytics

Jun 2026 - Aug 2026 (2 months)

Completed eight weeks of certified training in data analysis and business intelligence using Excel, SQL, and Power BI, and in AI tools for research and analysis. Final project involved analyzing an e-commerce dataset and presenting recommendations.

Excel SQL Power BI AI Tools Data Analysis Business Intelligence

Customer & Compliance Advisor

Firstsource Ltd / Sky Protect

Jun 2023 - Nov 2025 (2 years 5 months)

Resolved complex complaints and escalations in a high-volume, FCA-regulated insurance technology environment, achieving 97-100% customer feedback scores. Handled customer enquiries by phone, email, and live chat, and guided vulnerable customers through product use.

Customer Service Complaint Resolution CRM Case Management GDPR Identity Verification Insurance Technology Remote Working Google Workspace Zoom Microsoft Office Teams Citrix MacOS Excel SQL Power BI Trello NICE

Company Manager / Project Manager

Bes Belmon Nigeria Ltd

Mar 2019 - Dec 2021 (2 years 9 months)

Managed client, supplier, and contractor relationships for a 53-unit residential development, achieving approximately 90% on-time delivery and 15% cost savings. Sold properties totaling approximately ₦740 million and represented the chairman in meetings with government officials.

Project Management Client Relations Budgeting Contract Management Sales Negotiation Reporting Team Leadership

Client Relations / Business Development Officer

Fedanith Real Estate

Feb 2018 - Jan 2019 (11 months)

Managed client accounts and secured the company's first 20 subscribers through direct outreach. Presented housing and mortgage plans to 30-40 prospective clients weekly and trained as a financial advisor.

Client Relations Business Development Sales Financial Planning Financial Advisory Outreach

Administrative Manager / Student Affairs

Hedge Professional Services

Feb 2016 - Feb 2018 (2 years)

Managed day-to-day student affairs and administration for an ACCA education centre serving over 100 students. Handled student enquiries and maintained records, tuition tracking, and schedules.

Administration Student Affairs Record keeping Communication Skills Coordination

Administrative Assistant

National Assembly

Feb 2014 - Dec 2015 (1 year 10 months)

Supported over 35 Honourable Members with administration, records, correspondence, and documentation. Took minutes at meetings and public hearings and organized travel itineraries.

Administration Record keeping Correspondence Minute Taking Travel Coordination

Education

Degrees, certifications, and relevant coursework

10Analytics

Data Analytics Certification, Data Analytics

2026 - 2026

Completed eight weeks of certified training in data analysis and business intelligence using Excel, SQL, and Power BI, including a final project analyzing an e-commerce dataset.