Victory Liberty

Victory Liberty Professional Summary Proactive and client-focused Customer Support Specialist with over 3 years of experience in health-tech and SaaS environments. Skilled in handling chat, voice, and email support with empathy and precision. Proven ability to manage CRM systems like Zoho, Zendesk, and Salesforce, troubleshoot complex issues, and deliver accurate, timely resolutions. Adept at collaborating with cross-functional teams, improving workflows, and maintaining high customer satisfaction levels in fast-paced settings. Core Skills • Customer Support (Chat, Voice & Email) • Google Workspace (Docs, Sheets, Gmail) • Problem Solving & Critical Thinking • Client Relationship Management • Communication & Documentation • Data Accuracy & Case Logging • Cross-Functional Collaboration • Time Management & Multitasking Professional Experience Client Relationship Associate – Reliance HMO | July 2024 – Present • Deliver accurate and empathetic support to healthcare professionals through chat, email, and voice channels. • Improved premium collection from 85% to 95% by personalizing client communication and streamlining payment processes. • Built long-term relationships with over 50 key clients, increasing retention by 25% and upselling opportunities by 30%. • Partnered with Product and Engineering teams to optimize platform usability based on client feedback. • Logged and updated case details in CRM, maintaining clear internal notes and ensuring data accuracy. Senior Customer Care Representative – Reliance HMO | Mar 2024 – Jul 2024 • Raised satisfaction scores from 75% to 95% by developing multimedia learning materials for support staff. • Conducted thorough evaluations of customer interactions to ensure adherence to quality standards. • Provide constructive feedback to customer service representatives for continuous improvement. • Participated in collaborative sessions to align evaluation criteria and maintain consistency. • Enhanced real-time support operations, cutting average response time from 5 to 2 minutes. • Assisted in onboarding new support agents, improving confidence and reducing errors by 95%. • Demonstrated empathy and professionalism in resolving high-stress cases, earning consistent 5-star ratings Customer Care Representative – Reliance HMO | Mar 2023 – Mar 2024 • Resolved 95% of inquiries on first contact while maintaining 90%+ CSAT for 12 consecutive months. • Used CRM tools to investigate issues, document case progress, and ensure transparent communication. • Demonstrated empathy and professionalism in resolving high-stress cases, earning consistent 5-star ratings. Customer Service Associate – Uptown Supermarket | Nov 2018 – Jul 2019 • Supported over 100 daily customers with accurate product information and fast problem resolution. • Increased monthly sales by 15% through cross-selling and improved customer engagement. • Achieved a 97% customer satisfaction rating based on post-service feedback. Education & Certifications B.Ed. Economics – Ambrose Alli University Customer Relationship Management – Pan African Institute