Open to opportunities

Joy Joseph

@joyjoseph6

Customer Operations Specialist turning complex inquiries into retention through escalation, claims workflows, and CRM-driven support.

Nigeria

Message

What I'm looking for

I’m looking for a customer operations role where I own escalations, improve processes using root-cause insights, and partner across teams to protect quality and retention—especially across support, billing, and claims workflows.

I’m a Customer Operations Specialist with 5+ years of experience delivering customer support across travel, medical device, iGaming, and healthcare. I’m known for resolving complex inquiries, managing escalations, and partnering cross-functionally to deliver positive customer outcomes.

In my most recent role as a Senior Customer Support Specialist (NDA iGaming Platform Provider), I served as the senior escalation point for account disputes and high-risk cases across multiple casino and sportsbook brands. By resolving issues effectively and maintaining strong relationships, I contributed to over 70% customer retention, while consistently achieving a 100% Quality Management Score (QMS).

I investigate recurring complaints and run root-cause analysis by coordinating with technical, payments, and risk teams, then support quality assurance initiatives with best practices for customer communication and issue resolution. I also mentor newer support agents and monitor trends in feedback and operational performance to recommend process improvements.

Earlier, I supported billing and insurance operations as an MCO Specialist, submitting and correcting medical claims, handling denial resolution workflows, verifying eligibility, and performing account reconciliation. Across every role, I focus on clear communication, problem-solving, and reliable operational execution to improve customer satisfaction and retention.

Experience

Work history, roles, and key accomplishments

Senior Customer Support Specialist

Nda (Igaming Platform Provider)

Jul 2024 - Apr 2026 (1 year 9 months)

Served as the senior escalation point for complex customer inquiries, account disputes, and high-risk cases across online casino and sportsbook brands, contributing to 70%+ customer retention through effective issue resolution. Achieved and maintained a 100% Quality Management Score (QMS) while partnering with technical, payments, and risk teams to resolve root causes and improve the customer expe

Customer Escalation Management Customer Retention Root Cause Analysis Quality Management Cross Functional Collaboration Mentoring

Customer Support Agent

Nda (Igaming Platform Provider)

Jun 2023 - Jul 2024 (1 year 1 month)

Managed high-volume inbound customer support via phone, live chat, and email while consistently meeting SLA targets and quality standards. Delivered timely resolutions that supported 91% customer satisfaction and documented software/platform issues to improve resolution times.

SLA Management Live Chat Support Email Support Phone Support Customer Satisfaction Escalation Management Bug Reporting Root Cause Analysis

MCO Specialist

Pharmbills

Nov 2021 - Apr 2023 (1 year 5 months)

Submitted accurate medical claims to commercial insurance carriers, Medicare, and Medicaid, maintaining a high first-pass acceptance rate. Resolved denials by investigating rejected claims, correcting billing errors, verifying eligibility, and submitting timely appeals to recover revenue.

Medical Claims Processing Appeals Management Account Reconciliation Billing Operations

Customer Support Agent

Canada Express Organization

Jun 2020 - Sep 2021 (1 year 3 months)

Served as the first point of contact for prospective clients seeking study, work, and travel opportunities abroad. Collected and verified client documentation, maintained accurate records, and coordinated with admissions and immigration teams to ensure timely processing and clear client updates.

Case Management Immigration Documentation Support Customer Communications Confidentiality Application Status Tracking

Customer Support Specialist

Destiny Medical Device Store

Feb 2019 - Sep 2019 (7 months)

Provided frontline customer support to healthcare professionals, distributors, and end users via phone, email, and chat. Handled product inquiries, troubleshooting, orders, registrations, and warranty/service requests while documenting issues in CRM and coordinating with technical and logistics teams for timely resolutions.

Medical Device Customer Support Troubleshooting Order Management Product Registrations Logistics Coordination