abasianwam esu

I’m a customer service and client services professional with 5+ years of experience in the health insurance industry, bringing a strong customer-first mindset and a data-driven approach to service delivery. I’m skilled at handling high-volume enquiries, resolving complaints, and maintaining long-term client relationships.

In my current role as a Client Services Specialist, I manage a 30+ client portfolio monthly, improving retention by 15% through proactive engagement and consistent support. I process member additions, removals, and updates from HR submissions, ensuring accurate enrollment records and seamless service delivery.

I also lead operational outcomes through CRM and process discipline—using Salesforce and Zoho CRM to keep client data accurate, track service requests, and streamline communication workflows. I conduct onsite health talks and wellness sessions in collaboration with healthcare professionals, and I partner with product and operations teams to reduce turnaround times by addressing recurring client pain points.

Previously, as a Team lead in the inbound team, I supervised call center agents, coached performance improvements, monitored SLAs, analyzed metrics, and prepared actionable reports. Earlier, I excelled in telesales and customer support—consistently achieving 120–150% of monthly targets, earning Top Performer of the Month, and improving lead follow-up efficiency by 30% through better CRM usage.

Currently, i manage the call center in the Capacity of a quality Assurance supervisor - having over 14 agents who reports to me. I currently report to the Managing Director