Open to opportunities

Joy Osondu

@joyosondu

Message

I retain insurance customers through proactive support, renewals, and consultative selling.

Nigeria

Message

What I'm looking for

I'm looking for a customer support, customer success, or retention role where I can build trusted client relationships, improve renewals, resolve customer issues across channels, and contribute to revenue growth.

At Universal Insurance PLC, I manage 150+ customer accounts weekly and maintain a 70% renewal rate through proactive engagement, relationship building, and timely follow-up.

I've exceeded a ₦5 million policy renewal target by using consultative selling, cross-selling, and upselling to support retention and revenue growth. I educate clients on the financial and regulatory risks of policy expiration, helping them make informed renewal decisions.

I deliver omnichannel support across phone, email, WhatsApp Business, and Intercom, handling inquiries, objections, and escalations while keeping CRM and renewal-pipeline records accurate.

I work closely with insurance agents and backend teams to resolve issues, coordinate renewals, and accelerate policy activation. I also create monthly, quarterly, and annual performance reports in Canva to support departmental planning.

Experience

Work history, roles, and key accomplishments

Current

Customer Support & Retention Specialist

Current

Universal Insurance Plc

Nov 2023 - Present (2 years 10 months)

Exceeded ₦5 million policy renewal target through consultative selling and cross-selling. Managed 150+ customer accounts weekly, achieving a 70% renewal rate via omnichannel support and CRM tracking.