Summary
Overview
Work history
Education
Skills
Websites
Volunteer Experience
TOOLS
References
Timeline
Generic

SCHOLARSTICA IREM OKO

Dublin,Ireland

Summary

Experienced in workforce management and operational analysis within call center environments. Demonstrates expertise in quality processes, training coordination, and effective stakeholder engagement. Leverages advanced analytical tools including Excel, Power BI, and CRM systems to support strategic initiatives and performance improvements. Aims to enhance operational efficiency and promote cross-functional collaboration for organizational success.

Overview

4
4
years of professional experience
2021
2021
years of post-secondary education

Work history

Reception/Customer Support (FTC)

FieldFisher Law Firm
2025.09 - 2026.03
  • Supported internal stakeholders and external partners by resolving queries promptly and ensuring a satisfying service experience.
  • Managed reception duties, facilitated meetings, and organized training sessions to provide excellent onsite support.
  • Coordinated travel, handled documentation, and maintained resources to support operational workflows effectively.
  • Processed high volumes of incoming communications and logistics requests with precision and professionalism.
  • Established strong team relationships to foster collaboration and improve service quality.
  • Ensured accuracy in external administrative processes and reliable completion of requests.
  • Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
  • Delivered exceptional customer service by proactively listening to concerns and answering questions.
  • Completed customer orders with speed and accuracy.
  • Displayed energy and enthusiasm in fast-paced environment.
  • Offered friendly, efficient customer service and handled challenging situations with ease.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Administrative Coordinator (FTC)

L’Oréal Academy
Dublin
2025.02 - 2025.08
  • Assisted in planning and scheduling academy sessions by coordinating attendance calendars and resources.
  • Supported optimal utilisation and smooth delivery of multiple concurrent workshops.
  • Maintained training records and reporting dashboards to ensure audit-ready documentation.
  • Upheld stringent quality standards in document preparation and record keeping.
  • Processed invoices, resulted in accurate financial records.
  • Managed daily office operations whilst ensuring compliance with company policies and regulations.
  • Cultivated a positive work environment through professional communication practices.
  • Coordinated travel arrangements, ensured smooth business trips.
  • Negotiated with vendors to secure advantageous contracts.
  • Maintained confidential files, ensured data privacy compliance.
  • Facilitated training sessions for staff development.
  • Assisted in recruitment efforts to build a strong team.
  • Received and screened high-volume internal and external communications, calls and email.
  • Coordinated staff schedules, optimising resource allocation and improving operational capacity.
  • Set office policies and procedures to keep team members coordinated.

Facilities Coordinator (FTC)

SiriusXM Ireland
Dublin
2024.11 - 2025.01
  • Supported workforce resourcing activities by coordinating hiring timelines and onboarding readiness to meet operational demand and staffing requirements.
  • Managed multiple workstreams simultaneously while maintaining strong documentation, data integrity, and stakeholder communication.
  • Supported reporting and compliance tracking, ensuring accurate records aligned with governance requirements and internal SLAs.

Customer Advisor (Temp Contract)

Bank of Ireland
Dublin
2023.05 - 2024.02
  • Delivered high-quality frontline customer service in a regulated, high-volume environment, meeting performance expectations and ensuring accurate resolution at first point of contact where possible.
  • Identified customer needs and recommended suitable products, exceeding targets by 20%, while maintaining compliance and service quality standards.
  • Worked closely with branch teams to manage daily service demand, supporting queue management, prioritisation, and customer experience.

Customer Switcher Specialist (FTC)

Bank of Ireland
Dublin
2022.09 - 2023.05
  • Managed end-to-end switching for a high volume of customer accounts, ensuring accuracy, timely completion, and smooth customer experience across multiple process steps.
  • Tracked workload status, turnaround times, and bottlenecks; implemented process improvements that reduced completion time by 50%.
  • Improved internal communication templates and customer updates to increase clarity, reduce errors, and support consistent service delivery.

Human Resource Specialist (L&D FTC)

Inland Fisheries
Dublin
2022.02 - 2022.08
  • Led HRIS optimisation and reporting improvements, reducing HR/L&D queries by 50% through better workflows, self-service guidance, and training.
  • Developed and delivered systems/process training to users, improving adoption and consistency—aligned with call center quality processes and training enablement.
  • Produced reporting to support operational decision-making and continuous improvement (completion rates, trends, recurring issues).
  • Worked with vendors against SLAs/KPIs and supported QBRs, ensuring service performance met expectations and improvements were prioritised.

Education

MSc - Human Resource Management

National College of Ireland

BSc - International Studies and Diplomacy

Benson Idahosa University
Nigeria

Skills

  • Workforce Management (WFM): forecasting support, staffing analysis, scheduling, intraday monitoring
  • Call centre reporting: service levels, productivity, adherence, quality trends
  • Operational analysis: volume trends, root-cause insight, performance improvement actions
  • Quality processes: SOP creation, templates, audit readiness, compliance support
  • Training coordination & delivery: curricula support, onboarding, process training, knowledge documentation
  • Stakeholder partnering team leads, ops managers, HR, vendors, cross-functional delivery
  • Tools: Advanced Excel (pivot tables, lookups), Power BI/Tableau, CRM/ticketing systems, HRIS/ATS
  • Training coordination and delivery: curricula support and onboarding
  • Stakeholder engagement: team leads, ops managers, HR, vendors
  • Advanced Excel (pivot tables, lookups) and Power BI/Tableau
  • CRM/ticketing systems and HRIS/ATS
  • Strategic planning

Websites

Volunteer Experience

Shachach, Event Sales Specialist (Volunteer), Ireland, 2022-09, Present, Led planning, staffing coordination, and operational execution of quarterly events, improving attendance by 25% through targeted outreach and structured coordination., Coordinated volunteers and workflows to ensure smooth delivery, demonstrating strong scheduling, communication, and performance management skills.

TOOLS

Microsoft Office 365 (Excel, Word, PowerPoint), Power BI, Tableau, Asana, MS Project, Confluence, SAP, Salesforce CRM, Dynamics CRM, HRIS, ATS (TribePad)

References

References available upon request.

Timeline

Reception/Customer Support (FTC)

FieldFisher Law Firm
2025.09 - 2026.03

Administrative Coordinator (FTC)

L’Oréal Academy
2025.02 - 2025.08

Facilities Coordinator (FTC)

SiriusXM Ireland
2024.11 - 2025.01

Customer Advisor (Temp Contract)

Bank of Ireland
2023.05 - 2024.02

Customer Switcher Specialist (FTC)

Bank of Ireland
2022.09 - 2023.05

Human Resource Specialist (L&D FTC)

Inland Fisheries
2022.02 - 2022.08

BSc - International Studies and Diplomacy

Benson Idahosa University

MSc - Human Resource Management

National College of Ireland
SCHOLARSTICA IREM OKO