Curriculum vitae
PERSONAL INFORMATION
CHIJIOKE KESTA NJOKU
5, Oyin Adefila Street, Ketu-Ijanikin. Lagos (Nigeria--Yahoo! Messenger (YIM) kestaonline | Google Hangouts kestaonline
Sex Male | Date of birth 9 Jun 1992 | Nationality Nigerian (Nigeria)
PERSONAL STATEMENT
Results-oriented Customer Experience Professional who excels at uncovering customer
needs, finding solutions and handling objections. Top performer with a consistent track
record of meeting and exceeding goals. Professional even though relatively new, seeking a
management role. Skilled in training staff and establishing rapport with clients. Selfmotivated, with exceptional communication and digital marketing competencies such as;
content creation, Social Media marketing and SEO (Search Engine Optimization).
WORK EXPERIENCE
KEY ACHIEVEMENTS
Hygeia HMO:
▪ A proven record of accomplishment in resolving complex customer issues across all consumer
touchpoints.
▪ Consistently the top experience executive, touching sales targets and KPIs.
▪ Achieved amazing feedbacks from customers, via emails and calls.
▪ A key member of the team that developed and adopted the infusion of WhatsApp chat, VOC
(Voice of the Customer) and social media into the Health Insurance in Nigeria.
01/11/2019–Present
Customer Experience Executive
Hygeia HMO LTD, Lagos (Nigeria)
▪ Conduct studies and research to discover new ways to improve the customer experience.
▪ Instrumental in the creation of a culture which embraces high-quality customer service across
Hygeia HMO, ensuring that management systems and processes drive service delivery outcomes
at all touchpoints.
▪ Monitoring compliance on set overall performance standards for service delivery across the
organisation.
▪ Support operational readiness via system testing support and progress reports.
▪ Resolves service problems using independent judgment and If necessary accesses other sources
and departments for input, including, but not limited to risk department, legal department, or other
entities:
▪ Clarifies the consumer’s complaint; determines the cause of the problem; selects and explains the
best solution to solve the problem; expedites correction or adjustment and following up to ensure
resolution.
▪ Independently interact with our clients and various internal/external business partners to provide
timely and complete resolution to inquiries/requests within established timeframes.
▪ Engage customers directly and other agents via telephone and Emails to build rapport and diffuse
difficult conversations through soft skills and active listening.
▪ Collects consumer information and analyzes customer needs and pain points via telephone, email,
after-care and periodic surveys.
Business or sector Financial and insurance activities
8/4/20
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Curriculum vitae
29/03/2018–31/10/2019
CHIJIOKE KESTA NJOKU
Customer Service Executive
Hygeia HMO Ltd, Lagos (Nigeria)
hygeiahmo.com
Asks open-ended questions to assess customer needs. Improving on existing a customer-focused
environment by greeting and responding to all customers in a friendly manner. Delivers an excellent
customer experience, helping customers choose the right health plan to meet their exact need, and
budget. Engages an average of 100 interactions; Email, Social Media, Live-chat, per day - addressing
customer inquiries, solving problems and providing new product information.
Scores in top 10% of employees in successful resolution of issues. Routinely answers customer
questions regarding health plans and pricing. Cold-called customers to up-sell services
10/10/2017–23/02/2018
Direct Sales Agent
PAGE International Financial Services Limited
23, Norman Williams Street, Ikoyi, Lagos (Nigeria)
pagefinancials.com
Responded to customer requests via telephone and email. Implemented marketing strategies which
resulted in 12% growth of customer base. Asked appropriate open-ended questions to discover
prospects' needs and requirements. Maintained and organized a customer database of over 100
clients within Lagos.
Delivered a high level of service to clients to both maintain and extend the relationships for future
business opportunities. Consistently hit and exceeded sales goals by 9%. Maintained an extensive
knowledge of competitors, their offerings and their presence in assigned territory.
Business or sector Financial Services
EDUCATION AND TRAINING
20/01/2011–10/10/2015
B.Sc Edu. Health Education
Second Class Upper
Division
University of Benin., Benin City, Edo State.
05/06/2008–02/05/2009
Diploma in Computer Appreciation
321 Computer Institute. Ketu- Ijanikin, Ojo. Lagos (Nigeria)
25/09/2001–21/07/2007
West African Senior School Certificate WASSCE
Kem's College. Ijanikin., Lagos (Nigeria)
PERSONAL SKILLS
Communication skills
Organisational / managerial skills
Job-related skills
Active listening skill. Strong interpersonal skills. Personable. Exceptional communication skills.
Positive and friendly. Fluent in English, Nigerian Creole.
Team building expertise. Goal-oriented. Creative problem solver. Employee relations. Upselling
techniques. Quick learner. Health Insurance sales. Strategic sales knowledge. Exceptional time
management skills. Customer service. Report writing.
International sales support. Fluent in English, Nigerian Creole. Detail-oriented. Strong interpersonal
skills. People-oriented. Customer-oriented. Computer literate. Excellent work ethic. Telemation eCRM. Strong conflict resolution skills. Medical terminology knowledge. Strong client relations. Avaya.
ADDITIONAL INFORMATION
References
8/4/20
Available on request.
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