Joy Osondu

Customer Support & Customer Retention Specialist with 2+ years of experience driving customer satisfaction, revenue growth, and client retention. Proven success managing 150+ customer accounts weekly, achieving a 70% renewal rate, and exceeding a ₦5 million renewal target through consultative selling, proactive follow-up, and relationship management. Experienced across phone, email, WhatsApp Business, and Intercom while maintaining accurate CRM records and collaborating cross-functionally to resolve issues and increase long-term customer trust.

Customer Support & Customer Retention Specialist - Universal Insurance PLC

(2023-11)

• Exceeded ₦5 Million Policy Renewal Target: Applied consultative selling, cross-selling, and upselling strategies to drive revenue growth and maximize client retention.
• Portfolio Management: Managed 150+ customer accounts weekly, maintaining a 70% renewal rate through proactive engagement and relationship building.
• Omnichannel Support: Delivered seamless customer service via Phone, Email, WhatsApp Business, and Intercom, effectively handling inquiries and objection resolutions.
• CRM & Pipeline Tracking: Maintained accurate records using internal CRM systems, policy platforms, and Calendly to track progress and prevent lost renewals.
• Cross-Functional Collaboration: Partnered with insurance agents and backend teams to resolve escalated issues, coordinate renewals, and accelerate policy activation.
• Client Advocacy & Education: Educated clients on financial and regulatory risks of policy expiration, securing timely renewals and fostering trust.
• Performance Reporting: Designed comprehensive monthly, quarterly, and annual performance reports using Canva to inform departmental planning.
• Commission Achievement: Consistently earned performance-based commissions by exceeding targets across renewal, cross-sell, and upselling metrics.

Certificate in Customer Experience (CX) – HP LIFE Foundation

Diploma in Customer Service – ALISON Learning Platform

Certificate in Customer Relationship Management (CRM) – HP LIFE Foundation

Certification in Certified Healthcare Assistant – Medbuddy Academy Institute of Health Sciences