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karen onobe
Looking for a jobFashion & Tailoring (Self-employed)
Customer service representative at Firstsource Ltd / Sky Protect who resolved complex insurance complaints with 97–100% review scores.
NigeriaFashion & Tailoring (Self-employed) at Self-employed
About
At Firstsource Ltd / Sky Protect, I answered insurance customer enquiries by phone, email and live chat, and resolved complex complaints through to a final outcome. My internal review and customer feedback scores were 97–100%, reaching 100% in most months.
I guided elderly and vulnerable customers through insurance technology products, and triaged product issues for escalation to the right teams. I also contributed to documentation and case-handling improvements that reduced documentation time across the team by approximately 15%.
At Bes Belmon Nigeria Ltd, I managed client, supplier and contractor relationships through delivery of a 53-unit residential development. I also worked directly with property buyers and supported sales across two developments.
Since December 2025, I’ve managed a made-to-order tailoring business, overseeing client orders from consultation through delivery. I also completed data analytics and business intelligence training at 10Analytics, with a final project analysing e-commerce data and presenting recommendations.
Experience
Fashion & Tailoring (Self-employed)
Managed a team of 3 tailors producing made-to-order clothing, handling client complaints and follow-ups to ensure satisfaction. Managed client relationships from order to delivery.
Team ManagementClient RelationsComplaint ResolutionOrder Management
Data Analytics Training & Certification
Completed eight weeks of certified training in data analysis and business intelligence using Excel, SQL, and Power BI, and in AI tools for research and analysis. Final project involved analyzing an e-commerce dataset and presenting recommendations.
ExcelSQLPower BIAI ToolsData AnalysisBusiness Intelligence
Customer & Compliance Advisor
Resolved complex complaints and escalations in a high-volume, FCA-regulated insurance technology environment, achieving 97-100% customer feedback scores. Handled customer enquiries by phone, email, and live chat, and guided vulnerable customers through product use.
Education
10Analytics
Completed eight weeks of certified training in data analysis and business intelligence using Excel, SQL, and Power BI, including a final project analyzing an e-commerce dataset.
De Montfort University
Pursued an MSc in International Business & Entrepreneurship, focusing on global business strategies and entrepreneurial ventures.
Houdegbe North American University
Earned a BA in International Relations, studying global political and economic systems.
APMG International
Earned AgilePM Foundation & Practitioner and Change Management/Change Practitioner certifications.
APMG International
Earned Change Management/Change Practitioner certification.