Itohan Aghidi

MBA-qualified business and financial services professional with 13+ years of experience across banking operations, customer relationship management, insurance claims, policy interpretation, risk assessment, compliance, and process improvement. Skilled in reviewing complex information, identifying discrepancies and operational issues, coordinating stakeholders, maintaining accurate records, and preparing operational reports to support informed decisions. Brings practical experience in regulated financial services environments and a customer-focused approach to problem-solving, documentation, and continuous improvement.

Developing practical capabilities in generative AI and AI-assisted productivity for research, information summarization, and professional drafting, with emphasis on verification, confidentiality, and responsible use.

Claims Advisor at TD Insurance (2024 – Present)

• Analyze complex property claims by reviewing policy provisions, customer information, technical documentation, and supporting evidence to inform decisions and determine appropriate next steps.
• Interpret policy coverage, identify discrepancies, and assess potential risks in accordance with established guidelines, internal procedures, and applicable regulatory requirements.
• Collaborate with customers, contractors, engineers, restoration providers, legal representatives, and internal business partners to clarify requirements, resolve issues, and coordinate claim outcomes.
• Coordinate activities and stakeholders throughout the claims lifecycle, monitor progress, manage competing priorities, and support timely resolution.
• Maintain accurate electronic records, case documentation, reports, and correspondence to support compliance, data integrity, decision traceability, and informed decision-making.
• Identify recurring service challenges, operational issues, and potential workflow improvements; escalate complex matters and contribute to continuous improvement.
• Translate complex policy and claim information into clear explanations for customers and stakeholders, supporting transparency and effective issue resolution.

HR Policy & Compliance Analyst (Co-op) at Family Plus/Life Solutions (2023-07 – 2023-09)

• Reviewed organizational policies and supporting documentation to assess clarity, consistency, and alignment with established requirements.
• Assisted in documenting business processes and operational procedures to improve accessibility, standardization, and process consistency.
• Prepared reports, organized confidential records, and maintained accurate documentation to support compliance and management decision-making.
• Collaborated with managers and stakeholders to clarify requirements, gather information, coordinate assigned activities, and support operational initiatives.
• Contributed to process improvement projects through documentation review, information gathering, and administrative coordination.

Customer Service Manager at Stanbic IBTC Bank (2018-09 – 2022-09)

• Managed customer relationships and service activities in a banking environment, addressing client needs and resolving complex service concerns.
• Coordinated branch operations and worked with internal stakeholders to support efficient service delivery, operational consistency, and organizational objectives.
• Reviewed operational performance information and prepared reports to support management oversight and informed business decisions.
• Analyzed customer concerns and operational issues, coordinated appropriate responses, and supported improvements in service quality.
• Built and maintained productive customer relationships through effective communication, problem-solving, and service follow-through.
• Supported compliance with banking policies, procedures, and operational controls while maintaining professional service standards.
• Managed competing priorities across customer service and operational responsibilities in a fast-paced financial services environment.

Bank Teller at Stanbic IBTC Bank (2011-02 – 2018-09)

• Processed high-volume banking transactions with attention to accuracy, customer service, confidentiality, and established operational procedures.
• Assisted customers with banking requests, resolved routine service issues, and directed complex concerns to appropriate personnel.
• Maintained accurate transaction records and customer documentation in accordance with internal controls and banking requirements.
• Supported daily branch operations and contributed to reliable, efficient customer service.
• Followed established procedures designed to protect customer information and support operational integrity.

Master of Business Administration (MBA) – University of New Brunswick (2022 – 2023)

Bachelor of Science (B.Sc.) in Business Administration – Delta State University (2010 – 2016)

Ordinary National Diploma (OND) in Mechanical Engineering – Auchi Polytechnic (2008 – 2009)