Open to opportunities

Catherine Oniah

@catherineoniah

Customer Service professional with 7+ years delivering high-volume remote support, first-call resolution, and KPI-driven CSAT.

Nigeria

Message

What I'm looking for

I’m looking for a remote customer support role where I can resolve issues on the first interaction, maintain accurate CRM records, and lead performance toward strong CSAT and KPI results in a supportive team.

I’m a Customer Service Representative with 7+ years handling high-volume inbound and outbound interactions in remote environments. I focus on first-call resolution, empathy, and measurable KPI performance to keep customer satisfaction consistently high.

In my current role as a Patient Intake Coordinator & Remote Client Services Specialist, I deliver high-quality support to 50+ patients daily via phone and email. I streamline scheduling and follow-ups, maintain confidential records across multiple systems with zero errors, and support compliance with data privacy standards.

Previously at Sycath Limited, I advanced from Customer Service Representative to Team Lead within 6 months. I drove an 80% increase in policy revenue through upselling and customer retention, trained 30+ new hires on CRM and call handling, and maintained 100% data entry accuracy across customer accounts.

Experience

Work history, roles, and key accomplishments

Current

Patient Intake Coordinator

Current

KNCV Tuberculosis Foundation

Oct 2023 - Present (2 years 7 months)

Delivered high-quality remote patient support to 50+ clients daily via phone and email, managing scheduling, follow-ups, and issue resolution. Streamlined appointment workflows to reduce wait times and maintained zero-error, confidential documentation for data privacy compliance.

Customer Support Data Compliance Conflict Resolution Escalation Handling Google Workspace Microsoft Office

Customer Service Team Lead

Sycath Limited

Jan 2020 - Jan 2023 (3 years)

Led high-volume inbound and outbound customer service and first-call resolution across phone and digital channels. Drove an 80% increase in policy revenue via upselling and retention, and trained 30+ new hires while maintaining 100% CRM data entry accuracy.

Customer Support First Call Resolution Upselling Customer Retention Team Leadership Conflict Resolution

Administrative Customer Support

Primary Health Care

Jan 2015 - Jan 2017 (2 years)

Managed client inquiries and administrative support tasks, ensuring timely issue resolution. Coordinated communication across departments to deliver a smooth client experience.

Customer Support Administrative Coordination Documentation Data Entry Client Relations Confidentiality Service quality