Customer Success & Support Specialist

I handle 50–100 customer contacts per day across phone, chat, and email while working to a 24-hour SLA. My responsibilities include processing insurance claims, checking claim statuses with underwriters, verifying customer documentation, resolving claim enquiries, and keeping customers updated.

I achieved 117% effectiveness against a 95% target and maintained 100% QA, earning a Most Improved certificate in 2026. I also identified a recurring Claim Revision Due refund issue, consulted the debt recovery team, and escalated the finding to management, contributing to a rule that reduced repeat work and incoming administrative volume.

I supported 30–60 restaurant partners per day on the Grubhub campaign. I provided customer service and technical assistance for account-related and operational issues.

I used Salesforce and Zendesk to investigate, document, and resolve cases. I maintained 100% QA and 100% CSAT while delivering timely and professional support.

I took customer orders, recommended relevant add-ons, and explained product benefits clearly. Approximately six out of ten customers purchased more than they initially intended after my recommendations.

I prepared and served food, maintained sales and stock records, and communicated with suppliers. This role strengthened my customer engagement, upselling, accuracy, and operational coordination skills.

I provided general administrative support for a youth empowerment organization and helped coordinate sponsorship activities for events. I organized event needs and costs to support funding requests.

I secured event funding by pitching local businesses, taxi owners, and government institutions. This work developed my stakeholder communication, proposal presentation, coordination, and relationship-building capabilities.

Incomplete studies in Cost and Management Accounting.

Completed National Senior Certificate in 2012.