Open to opportunities

Tracy Otomiewo

@tracyotomiewo

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Customer support and success professional driving SaaS retention and operational efficiency.

Nigeria

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What I'm looking for

I seek a remote role where I can improve customer experience, optimize support workflows, own CRM operations, and drive retention in a collaborative, data-driven team.

I am a results-driven Customer Support and Customer Success professional with 3+ years supporting SaaS and technology-driven companies in fully remote environments. I focus on ownership, clear communication, and customer-first problem solving to maintain high satisfaction and strong retention.

I have managed high-volume ticket queues (50–70+ daily), sustained 95%+ CSAT, and improved response time by 30% through workflow optimization, ticket prioritization, and process improvements. I partner closely with Product and Engineering teams, administer CRMs, and contribute to onboarding and operational initiatives that accelerate product adoption.

In healthcare and technology roles I handled sensitive data with strong compliance practices, supported 100+ users or patients daily, and documented escalations through to resolution. I consistently identify recurring issues and recommend improvements that enhance SLA compliance and overall service delivery.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Aidaana Health

Aug 2024 - Jan 2026 (1 year 5 months)

Handled 100+ daily patient and partner inquiries related to medical claims, billing, and telehealth access while maintaining HIPAA-compliant records and improving operational processes to accelerate reimbursements.

Patient Support Billing HIPAA compliance Process Improvement Telehealth

Customer Operations Specialist

SwiftReach Technologies

Dec 2022 - Jun 2024 (1 year 6 months)

Reduced first-response time by 30% through workflow optimization while managing CRM, reporting dashboards, and onboarding 100+ users to strengthen product adoption and retention.

CRM Administration Workflow Optimization Onboarding Dashboards Retention Remote Support

Customer Service Associate

Global Remote Services

Jan 2021 - Nov 2022 (1 year 10 months)

Resolved multi-channel customer inquiries and maintained CRM records, improving internal processes to reduce backlog and increase remote team service efficiency.

CRM Management Technical Troubleshooting KPI Tracking Process Improvement Remote Collaboration Documentation Account Support

Education

Degrees, certifications, and relevant coursework

Delta State University

Bachelor of Science, Medical Biochemistry & Genetics

Completed a Bachelor of Science in Medical Biochemistry and Genetics with coursework focused on biochemical and genetic principles relevant to medical research and diagnostics.