Idorenyin Ekanem

A home Healthcare provider serving over 50,000 clients nationwide with a team of approx. 20,000 health professionals.

• Established a trusted point of contact for clients and internal stakeholders, proactively resolving service concerns and ensuring consistent service delivery, contributing to long-term client retention and success.
• Performed daily client support by accurately assessing and addressing care needs, increasing client satisfaction and continuity of care.
• Monitored, documented, and analyzed client interactions and progress, leveraging data to streamline care plans and improve service efficiency.
• Ensured compliance with healthcare regulations and organizational policies, maintaining safe, reliable, and high-quality home care services.

An Insurance and financial service provider to 200+ credit unions across Canada.

• Advised and guided an average of 15–20 customers daily on financial and insurance options tailored to their profiles and risk levels, contributing to increased client retention and policy uptake.
• Generated and presented accurate financial and insurance reports while explaining policy terms in clear, client-friendly language, improving client decision-making and reducing policy cancellations.
• Processed policy updates, renewals, endorsements, and transactions with 99% accuracy, cutting turnaround time by 30% and enhancing overall client satisfaction.
• Ensured compliance with insurance regulations and financial reporting standards by maintaining precise client records.

An IT solution company supporting over 100 clients across Canada with technology solutions and consulting.

• Resolved client issues and inquiries for 1–5 clients daily, improving overall customer satisfaction ratings.
• Monitored, updated, and upgraded client systems to ensure smooth operations and enhancing system uptime and user readiness.
• Managed operational data accurately, improving record-keeping and compliance.

An indigenous Airline operating a fleet of 4+ aircraft, serving over one million passengers annually on domestic routes across Nigeria.

• Led a 50+ member call centre team across inbound, outbound, and digital channels, consistently meeting KPIs and aligning service performance with organizational objectives.
• Designed and implemented a data-driven customer feedback system and executive reports, improving satisfaction metrics, NPS, and stakeholder decision-making.
• Implemented voice of customer (VoC) and quality assurance frameworks, leading training and onboarding programs, achieving a 98% service quality score and reducing ramp-up time by 25%.
• Designed the training calendar and delivered customer service training to all customer-facing staff across every airport where we operated.

A mid-sized energy company specializing in solar power and off-grid electricity solutions, serving over 200,000 residential and commercial customers across the country.

• Managed a 35+ member client support team, implementing process improvements, including a Customer Feedback Management framework that increased customer satisfaction by 30% and improved client retention by 15%.
• Led the in-house transition of customer service operations from a third-party provider, enabling improved control workflows, call volumes, service quality and team performance.
• Managed system and application rollouts, trained staff, and organized operations, reducing onboarding time by 25% and improving overall team productivity.
• Coordinated the allocation and nationwide distribution of Lumos Solar Home Systems accessories to stores and dealers ensuring timely supply, accurate inventory flow, and uninterrupted operations.
• Worked closely with warehouse and logistics teams to ensure accurate picking, packing and dispatch of products, reducing stock discrepancies and supported efficient order fulfillment.

A Nigerian agribusiness conglomerate producing livestock feeds, day-old chicks and poultry products while supporting farmers with training and innovations.

• Established and managed the call centre, designed standard operating procedures (SOPs) and defined KPIs for efficient daily operations.
• Recruited, trained and developed customer care specialists to ensure high-quality and excellent service delivery.
• Analyzed customer interactions and feedback on products (SKUs) to inform improvements and implemented performance enhancing action plans.
• Oversaw the sales administration support team, driving prospect engagement and converting leads into opportunities and sales.
• Supported fulfillment and distribution activities by coordinating supplier deliveries, maintaining stock availability and ensured timely supply to meet operational demand.

A leading business process outsourcing company serving over 500,000 telecommunication customers for Airtel and MTN Nigeria with a team of 10,000+ staff across the country.

• Supervised a 65+ member call centre teams (inbound, outbound & social media), maintaining high service levels and boosting productivity through targeted coaching and feedback.
• Identified training needs and delivered skill-building sessions, improving First Call Resolution by 25% and optimizing average handling time.
• Listened to and evaluated calls to assess service quality, ensure compliance with standards, and identify opportunities for coaching and continuous improvement.
• Monitored team performance and generated actionable reports from operational metrics, ensuring KPIs and SLA targets were consistently met.
• Supervised daily operations to ensure efficient workflow and adherence to company policies.
• Trained and mentored staff on best practices and operational procedures.

A leading Nigerian telecommunications provider serving over 10 million subscribers nationwide, offering voice, data, and value-added services

• Resolved customer inquiries through various channels, ensuring timely and accurate responses.
• Collaborated with cross-functional teams to enhance customer service processes and improve satisfaction ratings.
• Escalated complex customer complaints and financial issues to the appropriate teams, diligently followed up to ensure timely resolution and sustained client satisfaction.
• Log all customer interactions, accurately documenting every conversation to ensure seamless follow-up, continuity of service, and effective issue resolution.