Summary
Overview
Work History
Education
Skills
Training
Timeline
Generic

Michael Akoma

Ottawa,Ontario

Summary

Customer relations manager and Business Analyst with 10+ years of experience in value creation, claims adjustment, marketing and improving social and employee insurance. Proven track record of building lasting internal and external relationships to drive collaborative achievements, meet deadlines, and accomplish organizational goals. Committed to continuous improvement and lifelong learning. Proficient in public communication, MS Office, database systems, and social media.

Overview

16
16
years of professional experience

Work History

Business Process Analyst

The OS CONCEPTS Research and Consulting Ltd
Remote & A Volunteering Position
01.2023 - Current
  • Optimizing business processes for small businesses.
  • Development of process maps using various notations such as swimlane, etc.
  • Facilitate workout problem-solving sessions with multiple stakeholders' group.
  • Documenting and reviewing the 'As Is' Processes.
  • Designing of optimized processes 'To Be'.
  • Updating SOPs.
  • Analyze existing processes, identify opportunities for automation, and recommend solutions to improve efficiency.
  • Identify potential risks associated with changes to existing business processes.
  • Track progress against agreed-upon goals and objectives in order to measure success of initiatives.
  • Review customer feedback surveys in order to identify areas where changes could be made in order to improve customer satisfaction levels.
  • Keep meticulous documentation on business processes and gather data into reports for dissemination to stakeholders.
  • Identify needs of customers promptly and efficiently.

Customer Fulfillment Associate

Amazon Fulfillment Centre
Ottawa
11.2022 - 06.2024
  • Problem solving by ensuring issues bordering on damaged items, wrong items, inaccurate labelling, poor packaging and varying defects to items are tracked and resolved before getting to the customers
  • Staff personnel to process parts in accordance to their strengths for optimal output
  • Received customer orders in most polite and friendly manner
  • Received customer items from vendors while ensuring that quantity is correct
  • Ensured items received are properly documented in line with company policy
  • Collaborated with the stores department to ensured that items are stowed properly
  • Organized items in designated shoots for easy identification and to the right customers
  • Retrieved, placed and packed items in appropriate storage for onward shipment to customers
  • Provided customer service to ensure customers' were satisfied with their orders, while maintaining quality standards.
  • Processed orders accurately and efficiently using a computer system.
  • Participated in team meetings to discuss process improvements and new initiatives.
  • Provided feedback to management on any issues encountered during daily operations.
  • Worked collaboratively with other departments such as logistics, sales., when necessary.
  • Communicated effectively with colleagues regarding progress on assigned tasks or projects.

Ramp Services Agent

Air Canada
Ottawa
10.2022 - 11.2023
  • Checked aircraft documents and ensured proper paperwork was completed prior to departure.
  • Coordinated with other ramp agents regarding workloads and assisted as needed.
  • Maintained accurate records of all services performed on each flight.
  • Followed safety procedures while operating ground service equipment such as tugs, belt loaders, container loaders.
  • Assisted passengers with special needs when boarding or disembarking an aircraft.

Resident Specialist and Caregiver

Symphony Senior Living and Home Instead
Ottawa
07.2022 - 09.2022
  • Assisted clients with medications, meals, housekeeping, and emotional support.
  • Maintained confidentiality of clients with a high level of professionalism.
  • Organized and managed service requests for repairs, troubleshooting, and preventive maintenance.
  • Supervised daily activities of resident staff members.
  • Ensured compliance with all applicable regulations regarding safety, health, fire prevention.
  • Adhered to all relevant laws governing housing standards as well as local ordinances and regulations.
  • Maintained accurate records of all resident-related documents such as leases, rent payments.
  • Monitored security systems within the facility to ensure proper functioning at all times.
  • Performed regular inspections of common areas including lobbies, hallways, stairwells, elevators.
  • Facilitated communication between residents and management regarding any complaints or concerns.
  • Enforced rules concerning noise levels after hours or other violations of regulations.
  • Fostered relationships with residents and worked with new residents to optimize acclimation and ease transition to new living environment.
  • Conducted regular rounds to keep residents and areas safe and secure.
  • Developed and deepened relationships with residents and fellow staff.
  • Answered telephones and routed calls or delivered messages.
  • Assisted elderly clients with activities of daily living such as bathing, dressing and grooming.
  • Provided companionship for elderly clients by engaging in conversation and participating in recreational activities.
  • Transported clients to doctor appointments and other errands using wheelchair accessible vehicles.
  • Administered prescribed medications on a timely basis following care plan instructions.
  • Performed light housekeeping tasks related to the client's care such as laundry and changing linens.
  • Ensured compliance with all applicable laws, regulations and standards governing home health care services.
  • Maintained clean and well-organized environment for client happiness and safety.
  • Aided with mobility and independence for disabled individuals and continually monitored safety.

Claims Adjuster

Nigeria Social Insurance Trust Fund
Abuja, Nigeria
07.2016 - 05.2022
  • Led a three-person team tasked with eliciting, verifying and validating the completeness of stakeholders’ information in the Fund’s national data bank
  • Analyzed and interpreted government policies on the Social Insurance Scheme and ensured compliance by detecting 22 fraudulent disability, injury and death claims.
  • Uncovered 16 cases of over-payment of benefits by going through claims files and re-calculating the accruable benefits based on facts stated therein, thereby safeguarding company assets and financial resources.
  • Managed a caseload of 100+ claims per month while maintaining 98% customer satisfaction rating.
  • Prevented the misallocation of organizational funds by investigating claims in different states of the Federation.
  • Served as the Secretary of the Committee on Special Claims Cases, by collaborating effectively to devise innovative solutions for managing diverse and intricate claims which were not envisaged in the Employees’ Compensation Act, 2010.
  • Conducted routine visits to beneficiaries in different locations across the country to investigate over-payment of benefits.
  • Handled claims-related complaints/issues of aggrieved clients in person.
  • Reviewed medical records, police reports and other documents related to claim investigations.
  • Conducted interviews with claimants, witnesses and medical professionals to obtain additional information about the claim.
  • Maintained accurate documentation of all claim activity within designated system.
  • Utilized computer systems such as Microsoft Office Suite and specialized software programs used by the company.
  • Ensured timely follow-up on all open matters; kept stakeholders informed regarding status updates.
  • Worked collaboratively with team members across multiple departments; identified areas where processes could be improved.
  • Ensured timely and proactive communication, through digital and written correspondence, to effectively deal with inquiries.
  • Managed confidential information of customers with a high level of professionalism.
  • Devised and set up objectives to boost team productivity.
  • Investigated insurance claims, reviewed coverage and liability, prepared reports and recommended payment or denial of claims.
  • Conducted on-site inspections of property damage to assess repair needs and costs.
  • Coordinated with law enforcement and other agencies as needed for claims investigation.
  • Worked closely with repair facilities and contractors to ensure quality repairs for policyholders.
  • Communicated effectively with policyholders, providing updates and explaining claim processes.

Customer Relations

Nigeria Social Insurance Trust Fund
Abuja, Nigeria
03.2013 - 07.2021
  • Registered organizations into the Employee Insurance Scheme.
  • Ensured compliance to the scheme by employers.
  • Surveyed, identified, and determined eligibility of beneficiaries for employment insurance.
  • Verified claims for compensation arising from employment-related hazards.
  • Proffered and implemented prompt solutions to customers' queries by providing them with information they needed quickly.
  • Performed administrative tasks such as data entry, filing paperwork, updating databases and preparing reports.
  • Leveraged available resources, knowledge, and equipment to resolve customer requests.
  • Diagnosed and solved issues for customers against SLAs, maintaining a high satisfaction rate.
  • Gathered business requirements from clients, performing detailed data analyses to document requirements.
  • Communicated technical concepts to customers clearly by phone, email, and online chat.
  • Used social and broadcast media, print materials, and face-to-face contact to educate employers and the public about Employee Insurance and its benefits.
  • Used MS Office suites to prepare weekly and monthly reports on department activities.
  • Continuously collaborated with stakeholders and solicited their input for improved customer experience.
  • Mentored colleagues in client service, applying our legislative, regulatory, and policy framework, including the NSITF Act and Employee Compensation Act.
  • Conducted regular reviews of customer feedback, identified areas for improvement, and implemented changes accordingly.
  • Maintained detailed records of customer interactions, transactions, comments, and complaints.
  • Adhered strictly to company policies regarding confidentiality of client information.
  • Responded promptly to customer service calls and inquiries from diverse groups of individuals.
  • Managed client portfolios, ensuring optimal satisfaction and retention rates.
  • Developed and maintained strong relationships with clients and stakeholders.

Fleet Operations Manager

National Oil Spill Detection and Response Agency
Abuja, Nigeria
01.2010 - 01.2013
  • Supervised a team of eight drivers, planning efficient daily assignments, verifying vehicle logs and maintaining a high level of motivation and performance
  • Kept records of all vehicles and deliveries.
  • Managed daily operations of a fleet of vehicles, including scheduling repairs and maintenance.
  • Monitored vehicle performance data to identify areas for improvement in fuel efficiency, safety, and reliability.
  • Tracked costs associated with vehicle operation, such as fuel consumption, labor hours, parts purchases.
  • Coordinated with vendors to secure cost-effective rates for services and supplies related to fleet maintenance.
  • Conducted regular safety inspections of vehicles to ensure they meet all applicable standards.
  • Created detailed reports summarizing fleet management activities on a weekly and monthly basis.

Administrative Assistant

National Pension Commission
Abuja, Nigeria
01.2009 - 01.2010
  • Received, sorted, dispatched and responded to correspondence and memos
  • Entered client data accurately while ensuring confidentiality by shredding documents as required.
  • Provided administrative support to the executive team, including scheduling meetings and managing calendars.
  • Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
  • Managed incoming calls while providing information or transferring callers to appropriate personnel.
  • Ensured efficient operation of office equipment such as printers, copiers and fax machines.
  • Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
  • Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.

Education

Diploma - Marketing

Federal Polytechnic Nekede
Owerri, Imo State, Nigeria
01.2009

West African Secondary School Certificate - National Examination Council

01.2001

Skills

  • Communication and Interaction Skills
  • Customer service
  • Business Correspondence
  • Schedule Management
  • Organizational Skills
  • Technical Support
  • Ms office suites
  • Internet savvy
  • Stakeholder Management
  • Conflict Resolution
  • Collaboration skills
  • Driven with Positive Attitude
  • Flexible Schedule
  • Inclusivity
  • Empathetic
  • Reservation Management
  • Lead prospecting
  • Call Management
  • Detail oriented
  • Sales closing
  • Meeting Coordination
  • Marketing Management
  • English (Advanced)

Training

  • Canadian Airport Security Awareness Program – National and YOW site-specific, 2022
  • Certificate in Registry and Records Management, 2011
  • Challenges of Enforcing Regulatory Legislation. Strategies for Effective Execution, 2017
  • Electronic Claims and Compensation Processing, 2018
  • Advanced Enforcement, Audit, Investment and Treasury Management, 2019

Timeline

Business Process Analyst

The OS CONCEPTS Research and Consulting Ltd
01.2023 - Current

Customer Fulfillment Associate

Amazon Fulfillment Centre
11.2022 - 06.2024

Ramp Services Agent

Air Canada
10.2022 - 11.2023

Resident Specialist and Caregiver

Symphony Senior Living and Home Instead
07.2022 - 09.2022

Claims Adjuster

Nigeria Social Insurance Trust Fund
07.2016 - 05.2022

Customer Relations

Nigeria Social Insurance Trust Fund
03.2013 - 07.2021

Fleet Operations Manager

National Oil Spill Detection and Response Agency
01.2010 - 01.2013

Administrative Assistant

National Pension Commission
01.2009 - 01.2010

Diploma - Marketing

Federal Polytechnic Nekede

West African Secondary School Certificate - National Examination Council

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Michael Akoma