Open to opportunities

Mercy Ogbeta

@mercyogbeta

Message

Customer-focused sales and service professional with legal training and escalation expertise.

Nigeria

Message

What I'm looking for

I seek a customer-focused role in health insurance or services where I can resolve escalations, improve processes, and deliver empathetic support while growing into greater client-relations responsibility.

I am a dedicated customer service and sales professional with hands-on experience in the health insurance sector, combining legal training with strong communication and problem-solving skills. I have served as a primary customer contact, managed complaints and escalations, and liaised effectively with providers to resolve service and authorization issues.

I consistently improve processes and outcomes — for example, accelerating request resolution by 30% through designing and implementing an SOP — and prioritize empathetic, solution-oriented service that supports retention and stakeholder collaboration.

Experience

Work history, roles, and key accomplishments

Sales and Customer Success Associate

Bastion Health Limited

Nov 2024 - Oct 2025 (11 months)

Served as primary customer contact for inquiries, service requests, and policy issues; managed complaints and escalations and liaised with hospitals and pharmacies to resolve authorization and coverage delays, improving customer satisfaction.

Customer Support Escalation Management CRM Customer Retention

Client Service Officer

Mercy Shield Nigeria Limited

Apr 2024 - Oct 2024 (6 months)

Managed formal client communications and escalations, investigated and resolved service issues, and maintained detailed records; implemented an SOP that accelerated request resolution by 30%.

Client Services Escalations SOP Development Record keeping Root Cause Analysis Process Improvement