Olivia Toby

Results-driven Human Resource professional with a strong academic foundation in Employment Relations and Human Resource Management, complemented by hands-on HR internship experience and industry-recognised certifications including Lean Six Sigma Black Belt in HR. Skilled in talent acquisition, performance appraisal, workforce development, and employee engagement. Proficient in HRIS platforms including Workday and SAP, and productivity tools such as Microsoft Office and Google Workspace.

Background in customer service across international markets (Canada, USA) has cultivated exceptional interpersonal, communication, and stakeholder management skills. Seeking to leverage a diverse professional background and HR expertise in a remote HR role across multiple industries.

Human Resource Intern at Goatek Incorporation (2026-01 – Present)

• Streamlined the candidate screening process by creating a structured evaluation template, reducing shortlisting time by an estimated 30%.
• Successfully supported the onboarding of new hires, contributing to a smoother integration process and reduced time-to-productivity.
• Maintained 100% accuracy in employee records across HR databases, ensuring full compliance with data management standards.
• Assisted in rolling out a performance appraisal cycle covering multiple departments, supporting timely and structured employee reviews.

Customer Service Representative at Insurance Supermarket (2023-01 – 2025-12)

• Consistently maintained a client satisfaction rating above 90% by resolving complex policy inquiries with speed and accuracy.
• Reduced average call resolution time by identifying recurring client issues and proposing process improvements to the team lead.
• Onboarded and mentored 5+ new team members, cutting their ramp-up period through structured knowledge transfer sessions.
• Generated weekly performance reports using Microsoft Office tools that supported data-driven decisions by management.

Appointment Setter at Club Wealth (2021-01 – 2023-12)

• Exceeded weekly appointment targets by an average of 20%, consistently ranking among top performers in the team.
• Developed and refined outreach scripts that improved lead-to-appointment conversion rate significantly.
• Managed a CRM pipeline of 200+ prospects using Google Workspace tools, maintaining data accuracy and timely follow-ups.
• Contributed to a 15% increase in qualified appointments through improved lead qualification techniques.

Customer Service Representative at Specialty Life Insurance (2020-01 – 2021-12)

• Handled an average of 50+ inbound client calls daily, maintaining professionalism and accuracy across all interactions.
• Achieved a 95% first-call resolution rate by developing deep product knowledge of life insurance policies and claims processes.
• Recognised by supervisors for consistently positive client feedback, contributing to team performance targets being met.
• Ensured 100% compliance with Canadian insurance regulations across all client interactions and documentation.

Post Graduate Diploma in Employment Relations & Human Resource Management – Rivers State University (2026-01 – 2026-12)

Bachelor of Science in Marketing Management – Rivers State University (2021-01 – 2021-12)