EMMANUEL UDEME UMO
Dublin
Summary
Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction.
Attentive administrative team member organised in managing enquiries and documents. Prompt in handling communications and developing resolutions for diverse concerns. Thorough and detail-oriented in following procedures.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Customer Advocacy Officer
Allianz Partners
Dublin
01.2018 - 01.2025
- Investigated and resolved customer complaints
- Managed escalated customer calls and provided solutions meeting stakeholder needs with 90 percent success rate
- Coordinated global evacuations and repatriations during medical emergencies with 95 percent success rate
- Liase with medical providers, human resources departments, brokers, third party administrators worldwide to resolve issues, provide and guarantee medical treatment payment with 95 percent success rate
- Advise members or potential members and companies of the value and benefits of our policies to their employees, our global reach and the confidence and trust in our brand worldwide
- Researched policy information to address customer inquiries
- Developed reports analysing client data to understand customer needs and trends
- Conducted follow-up calls to ensure customer issues were resolved satisfactorily on 85 percent of cases
- Handled intricate claims and billing disputes efficiently with 90 percent success rate
- Upheld company and regulatory standards when managing customer accounts and policies
- Actively participate in training sessions to stay up-to-date on changes in regulations related to insurance policies
Customer Service Retail Banking
AIB Direct Sales
Dublin
01.2017 - 01.2018
- Processed debt restructuring and refinancing with 95 percent success rate
- Assisted customers in financial difficulty with refinancing borrowings and restructuring debts with 90 percent success rate
- Provided expert advice on lending products, benefits, and repayment terms
- Arrange consultations for various insurance products, wealth management and financial planning
- Conducted administrative functions such as filing, database updates and report generation
Direct Sales Retail Banking
Permanent TSB
01.2016 - 01.2017
- Field customer enquiries and offer solution on 90 percent of cases handled
- Telephone and Internet banking
- Book appointments, transfer funds, set up standing orders and general banking duties on 85 percent of cases handled
Warehouse Assistant
SecuriSpeed Couriers
01.2015 - 01.2016
- Process customer orders and arrange deliveries
- Answer customer queries and resolve complaints
- General office duties
Education
Accredited Product Adviser (APA) -
Private Medical Insurance
Data Base, Networking and Cloud Technology - undefined
Dublin Businesses School
Qualified Financial Adviser (QFA) - Loans, Savings and Investments, Pensions and Banking Regulations
General Certificate of Secondary Education (GCSE) -
West African Examinations Council (WAEC)
Skills
- Technical report writing
- Empathy and compassion
- Interdepartmental collaboration
- Financial acumen
Affiliations
- Travelling
- Team sports like football , basket ball and volley ball
Certification
Qualified Financial Adviser ( QFA )
Accredited Product Adviser ( APA )
Timeline
Senior Customer Advocacy Officer
Allianz Partners
01.2018 - 01.2025
Customer Service Retail Banking
AIB Direct Sales
01.2017 - 01.2018
Direct Sales Retail Banking
Permanent TSB
01.2016 - 01.2017
Warehouse Assistant
SecuriSpeed Couriers
01.2015 - 01.2016
Data Base, Networking and Cloud Technology - undefined
Dublin Businesses School
Qualified Financial Adviser (QFA) - Loans, Savings and Investments, Pensions and Banking Regulations
Accredited Product Adviser (APA) -
Private Medical Insurance
General Certificate of Secondary Education (GCSE) -
West African Examinations Council (WAEC)
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