Clinton Orji
@clintonorji
Dedicated customer success professional with strong management skills.
What I'm looking for
I am a hardworking and determined individual with a passion for delivering high-quality employee satisfaction. My experience spans various roles in customer success and operations management, where I have honed my skills in documentation, management, and customer relations. I thrive in environments that require effective communication and teamwork, and I am enthusiastic about managing daily operations and addressing customer concerns.
In my current role as a Support Excellence Associate at Reliance HMO, I conduct audits and training sessions to ensure compliance with quality standards. My achievements include enhancing member retention through empathetic support and resolving over 95% of escalated complaints within SLA timelines. I have also improved care coordination efficiency, significantly reducing appointment scheduling delays.
Previously, I served as an Operations Manager at Carlcare Service Centre, where I led a team to improve customer satisfaction scores by 15% and reduced complaint resolution times by 30%. My ability to analyze customer feedback and implement process improvements has consistently driven service excellence. I am eager to bring my expertise in customer success and operations to a dynamic team.
Experience
Work history, roles, and key accomplishments
Support Excellence Associate
RELIANCE HMO
Apr 2025 - Present (3 months)
Conducted weekly audits on a minimum of 7 encounters per Customer care agent to ensure compliance with processes, tone, and quality standards. Developed and delivered Sunday monthly training sessions to address process updates and knowledge gaps.
Customer Success (Reliance Care Officer)
RELIANCE HMO
Sep 2023 - Mar 2025 (1 year 6 months)
Ensured all interactions, claims, and care processes complied with Reliance HMO policies, industry standards, and government regulations. Served as the primary point of contact for HMO members, answering inquiries regarding benefits, coverage, claims, and healthcare services.
Field Operations Coordinator
Tamy Consulting Nigeria Limited
Jun 2022 - Jul 2023 (1 year 1 month)
Led a team of 10–15 enumerators conducting field surveys across assigned regions. Monitored enumerator performance to ensure data accuracy and completeness, achieving a 98% response rate.
Operations Manager – Materials
CARLCARE SERVICE CENTRE
Sep 2020 - Mar 2022 (1 year 6 months)
Monitored and analyzed customer feedback to identify areas of improvement and drive initiatives aimed at increasing customer satisfaction levels. Led a team of 11 customer service representatives, providing training on product knowledge and troubleshooting techniques.
Customer Care Representative
CARLCARE SERVICE CENTRE
Aug 2018 - Sep 2020 (2 years 1 month)
Guided customers on how to backup data to local storage/google account and restore data from local storage before phone repair. Provided proper documentation of all customers' complaints and phone details to enable repair engineers to fix their concerns.
Chemistry Teacher
LA-KATE MODEL ACADEMY
Jul 2017 - Jul 2018 (1 year)
Adapted teaching methods and instructional materials that met students' varying needs and interests. Fostered a positive learning environment.
Education
Degrees, certifications, and relevant coursework
Nnamdi Azikiwe University
Bachelor of Science in Education, Chemistry Education
Focused on Chemistry Education, gaining a strong foundation in chemical principles and pedagogical methods. Prepared for a career in teaching by developing effective instructional strategies and classroom management skills.
Austica Memorial College
Senior Secondary Certificate Examination, General Studies
Completed secondary education, achieving the Senior Secondary Certificate Examination. Developed a strong academic foundation across various subjects.
Cornerstone Kiddies College
First School Leaving Certificate, General Studies
Completed primary education, earning the First School Leaving Certificate. Acquired foundational knowledge and skills in core subjects.
Availability
Location
Authorized to work in
Job categories
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