Gloria Godstime Efeni

I’m a Customer Operations and Customer Care professional with 7+ years of experience delivering exceptional customer support, relationship management, and operational coordination across insurance, nonprofit, and remote environments.

I manage customer inquiries and escalations through phone, email, and virtual channels—resolving concerns, maintaining confidentiality, and protecting data accuracy while keeping a customer-first mindset in fast-paced settings.

In my recent remote role, I maintained CRM systems using Zoho CRM, coordinated client communications and follow-ups, and supported operational projects with documentation, progress tracking, and stakeholder communication. I also improved information accessibility and workflow efficiency by managing digital documentation in Google Drive and Dropbox, and supported financial administration with Zoho Invoice and Excel.

Earlier, as a Relationship Manager in general insurance, I delivered high-quality support across face-to-face and digital channels, contributing to approximately 90% client retention through responsive service and consistent follow-up. I also trained new employees on customer service standards and streamlined processes by collaborating with internal departments and producing operational reports and customer documentation.