Lydia Okorji
FORTE WASHINGTON,MD
Summary
A hardworking professional with over 10 years outstanding service oriented background in assisting administrative and sales positions. Skilled at positively impacting customers life cycle, understanding needs, and persuasively promoting user focused service delivery while turning customer-facing experience and marketing education into organizational opportunity.
Overview
16
16
years of professional experience
Work History
Business Development
SELFWOC SERVICES LLC
Washington, DC
05.2023 - Current
- Overseeing the goals and developing plans for business and revenue growth
- Leading the team in researching, planning, and implementing new market initiatives
- Formulating ideas to pursue leads and move them through the sales cycle
- Developing proposals and quotes for prospective clients
- Designing the brand identity and editorial layouts for social media marketing.
- Researched and identified potential partnerships with other companies.
Health Aid Information Analyst
District of Columbia Office of the State Superintendent of Education
Washington, D.C
05.2022 - 04.2023
- Company Overview: Covid 19/Immunization School Services Project and See Forever Foundation Maya Angelou Schools
- Managed and maintained meticulous medical records and made transition to electronics data management
- Collaborate with Clinical team, School Health personnel analyzing health records from DORCISS, SHM, Salesforce and Power School for user implementation of Electronic Health Record
- Reconciliation of immunization records in compliance with DC Health immunization requirements across the District
- Providing and effectively communicating OSSE and CSS Covid 19 matrix guideline for pediatrics immunization to the school community
- Facilitating reminders and enforcement notices in line with the no shot, no school, and DC Health immunization attendance policy.
- Digital retrieval and uploading of all medical records generated by Doctors, nurses, and other medical professional in the health suite accordance with HIPAA and relevant healthcare regulations and guidelines
- Review all health information and provide analytical insights to the School stakeholders for advancement in the school community healthcare service delivery
- Engaged in Covid Vaccination facilitation Exercise for communities
- Covid 19/Immunization School Services Project and See Forever Foundation Maya Angelou Schools
Retail Store Lead
Joseph A. Bank
Arlington, VA
01.2021 - 04.2022
- Greeted customers and answered questions about products, services, and policies.
- Assisted in training new employees on store operations and customer service techniques.
- Maintained accurate records of sales transactions and inventory levels.
- Process payments via cash, credit cards, or other payment methods.
- Handle returns, exchanges, and refunds efficiently.
- Maintain accurate records of transactions.
StarCity Empowerment & Leadership Foundation for Women & Children
01.2013 - 12.2020
- Company Overview: Non-Profit
- Coordinated skill empowerment and Community healthcare inclusion programs for women in rural communities
- Galvanized efforts for fund raising activities which raised $5000 for Ekpeye Women Global Network Covid 19 Emergency Food Drive program
- (EWGN Project -2020)
- Operationalized free early childhood learning educational support programs for grassroots out of school children in Ekpeye Ethnic nation in the Niger Delta region of Nigeria
- Non-Profit
Head, Customer Engagement HVAC Project
AIICO Insurance PLC
Lagos, Nigeria
05.2016 - 11.2020
- Company Overview: Lagos Nigeria
- Pioneered the go live of AIICONTACT, the multi-channel customer engagement platform in 2016
- Managing a high-tech Omni/multichannel service engagement across several AIICO locations where insurance policy holders Process payments via cash, credit cards, or other payment methods.
- Supervised a dedicated team of agents Handling policy cancellations, changes and refunds efficiently.
- Maintain accurate records of transactions from insurance agencies frontline engagements.
- Structured/go live/operationalized and managed Bank and Auto insurance retail sale engagement that recorded over N50billion gross income in 2019
- Collaborated to minimize fraud by implementing Customer onboarding profiling, (Know Your Customer Projects) which improved service delivery and resolved queries gathered from customer top ten query chart
- Established Key Performance Indicator and Quality Measure for the entire customer management function
- Customer support strategy creation and direction involving interaction across touchpoints with an Agency field force of well over 4000 AIICO Insurance retail sales agents
- Lagos Nigeria
Team Lead, User Experience Management
Econet (Now Airtel Nigeria)
Lagos, Nigeria
02.2009 - 04.2015
- Workforce management of service oriented and skilled individual with supporting resource utilization from supply chain channels to user acceptance processing
- Provide Helpdesk sales support, user testing and quality evaluation
- Supported the design, GO-LIVE implementation of a CRM enhancement project for customer care
- Led the process mapping and re-engineering initiative required to improve service delivery following the implementation of a new MS CRM system
- Championed initiatives including the enhancement of the customer portal, online statement redesign project, and standard greeting for the call center
- Championed Service Level Agreement's and objectives into functional, SMART and measurable Key performance indicators and appraisals
- Coordinated motivational activities and top of the mind loyalty schemes for back office and customer interfacing support teams
Education
Bachelor of Banking And Finance - Banking And Finance
Rivers State University of Science And Technology
Port HarcourtMBA - Marketing
Lagos State University
Lagos, Nigeria (WES Accredited)Skills
- Microsoft Office tools
- Customer Relationship Management (CRM)
- Enterprise Resource Planning (ERP)
- Salesforce
- Avaya Customer Experience Solutions reporting tools
- Cisco Unified Contact Centre Enterprise infrastructure
- Integrated Voice Response scripting
- Service level agreement compliance
- Total Quality management compliance
- Good communication
- Listening skills
- Crisis management
- Analytical skills
- Problem-solving skills
- Contact tracing
- Networking skills
- Interpersonal skills
References
Will be provided
Timeline
Business Development
SELFWOC SERVICES LLC
05.2023 - Current
Health Aid Information Analyst
District of Columbia Office of the State Superintendent of Education
05.2022 - 04.2023
Retail Store Lead
Joseph A. Bank
01.2021 - 04.2022
Head, Customer Engagement HVAC Project
AIICO Insurance PLC
05.2016 - 11.2020
StarCity Empowerment & Leadership Foundation for Women & Children
01.2013 - 12.2020
Team Lead, User Experience Management
Econet (Now Airtel Nigeria)
02.2009 - 04.2015
Bachelor of Banking And Finance - Banking And Finance
Rivers State University of Science And Technology
MBA - Marketing
Lagos State University
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