At A4 Medical Consortium, I coordinated patient enquiries, appointments, and service requests with internal teams. I tracked outstanding issues, escalated complex requests, and followed up to support timely resolution.
I helped reduce issue resolution time from 48 hours to 12 hours through stronger escalation handling and coordination. I also improved workflow processing time from 10 hours to 5 hours weekly.
I achieved the highest customer satisfaction rating on my team, raising the internal service score from 4.0 to 4.8 out of 5. Through responsive service, conversion, and customer retention support, I contributed approximately 400,000 in additional monthly revenue value.
Previously, at MTN Nigeria, I responded to customer questions, handled complaints, and guided customers toward suitable solutions. My customer service experience also includes appointment and schedule coordination, accurate recordkeeping, and follow-up across healthcare and telecommunications.
