Michael Maduakor

I’m a customer-focused professional with extensive remote experience across healthcare, financial services, and SaaS. I manage high call volumes, resolve complex issues, and maintain strong customer experience results through CSAT and NPS performance, while staying tightly aligned to Service Level Agreements (SLAs). I’m highly adept with CRM and support platforms like Salesforce, Zendesk, and ServiceNow to manage tickets, knowledge bases, and case follow-ups.

In my current role as a Member Engagement Coordinator, I manage 80–100 inbound/outbound calls daily to schedule in-home evaluations and increase member participation by 25%, while consistently meeting SLA and quality assurance benchmarks. Previously, I supported accounts and clients at scale—setting up 100+ new business accounts with zero rework, reducing turnaround time by 30% through process improvement, and providing Tier 1 technical support in ServiceNow to track incidents and resolve SLA-sensitive requests—bringing an empathetic, detail-driven approach to every interaction.