Open to opportunities

Aramide Awodein

@aramideawodein

Customer Experience Specialist who improves healthcare support outcomes through empathetic service, quality, and KPI-driven operations.

Nigeria

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What I'm looking for

I’m looking for a healthcare-focused team where I can own customer support quality end-to-end, lead continuous process improvement, and drive outcomes through CSAT/QA/KPI performance, clear documentation, and empathetic communication.

I’m a Customer Experience Specialist with proven experience supporting healthcare professionals and facilities in high-volume, fast-paced environments. I deliver clear, empathetic written support across chat and email while resolving issues with strong SOP adherence.

I’ve excelled in case documentation, escalation, and quality assurance—consistently meeting or exceeding CSAT, QA, productivity, and response-time SLAs. I investigate complex problems, improve knowledge coverage by identifying recurring gaps, and ensure accurate documentation from intake to resolution.

In leadership roles, I managed and coached 50+ customer success agents, improved customer satisfaction scores by 20% using data-driven CX strategies, and built quality and training systems. I conducted QA audits using statistically valid sampling, delivered coaching and performance feedback, and produced KPI reporting with actionable insights.

Experience

Work history, roles, and key accomplishments

Customer Experience Specialist

Clipboard Health

Aug 2025 - Nov 2025 (3 months)

Provided frontline chat and email support to healthcare professionals and facilities, resolving issues related to shifts, cancellations, timesheets, payments, and account access while adhering to SOPs. Investigated complex cases, escalated to internal teams when needed, and consistently met CSAT, QA, productivity, and response-time SLA targets in a high-volume queue.

Chat Support Email Support Escalation Management Quality Assurance Written Communication Process Improvement

Training & Quality Management Lead

Reliance Health

Sep 2022 - Jul 2025 (2 years 10 months)

Developed and maintained SOPs and quality assurance frameworks, conducting QA audits across chat, email, and phone support using statistically valid sampling. Delivered training, coaching, and performance feedback, and produced monthly and quarterly QA and KPI reports with actionable insights.

Quality Assurance SOP Development Auditing Statistically Valid Sampling Performance Coaching KPIs SLA Management Documentation Knowledge Base

Customer Success Team Manager

Reliance Health

Apr 2020 - Jul 2025 (5 years 3 months)

Managed and coached 50+ customer success agents supporting 50,000+ customers, owning end-to-end customer lifecycle management, retention, and escalation handling. Improved customer satisfaction scores by 20% through data-driven CX strategies and partnered with cross-functional teams to improve workflows and customer experience outcomes.

Customer Success Management Team Leadership Customer Lifecycle Management Retention Strategy Escalations Cross Functional Collaboration Coaching

Customer Success Associate

Reliance HMO

May 2019 - Apr 2020 (11 months)

Delivered high-quality customer support and issue resolution across multiple communication channels, ensuring timely and accurate responses. Maintained strong customer focus while handling requests and resolving problems in line with support processes.

Customer Support Case Documentation Customer Communications Written Communication