David Mudogo

I’m a Customer Support and Operations Specialist with 4+ years of experience delivering high-quality service across voice, email, and chat channels in high-volume environments. I focus on ticket handling, case management, issue resolution, and escalation management—always with a strong drive to exceed SLA targets and improve customer satisfaction.

In my current role, I process and verify 50+ insurance claims monthly, ensuring accuracy, regulatory compliance, and timely resolution within agreed SLA timelines. I manage end-to-end claims cases with insurance partners, investigate documentation discrepancies, and reduce escalations through proactive follow-up and clear client status updates.

Previously, as a Customer Service & Account Manager, I handled high volumes of customer interactions across calls, email, and chat while maintaining quality and professionalism. I reduced average response time by 50% through disciplined ticket handling, prioritisation, and strict SLA adherence, and I improved customer satisfaction scores by 20% with structured escalation management protocols.

I’ve also built strong customer-centered support fundamentals as a Customer Service Representative and managed client loan accounts with an empathetic, communication-first approach. I’m energized by process improvement and reporting, using insights from CRM systems and claims workflows to support better decisions and smoother service delivery.