Eunice Ayong Asu
Customer Service Sepcialist
Lagos
Summary
Results-driven Customer Service Professional with proven experience enhancing customer satisfaction and improving operational efficiency. Skilled in problem resolution, process improvement, and performance optimization. Demonstrated ability to manage customer inquiries, resolve complaints effectively, and support cross-functional teams to achieve service excellence. Proficient in CRM systems, data entry, conflict resolution, and team leadership. Adaptable, detail-oriented, and committed to delivering high-quality service while meeting organizational goals and KPIs.
Overview
16
16
years of professional experience
9
9
Certifications
2
2
Languages
Work History
Client /Customer Services Solutions Manager
AfriTPAhealth ( Provita Clinic)
09.2025 - Current
- Respond to customer inquiries via phone, email, or chat in a professional and friendly manner.
- Listen actively, show empathy, and provide timely solutions.
- Handle complex or high-level customer complaints and ensure swift resolution.
- Build and maintain strong, long-term relationships with clients to ensure satisfaction and loyalty.
- Resolve customer issues quickly and effectively while maintaining empathy and professionalism.
- Address client complaints or service failures and escalate critical issues to senior management when necessary.
- Collect feedback through surveys, calls, and reviews to identify improvement areas and enhance service quality.
- Help ensure service requests are handled within agreed timelines.
- Oversee system health reporting, remote server management processes, and preventive maintenance strategies.
- Identify service gaps and implement process improvements.
Service / Client Relationship Management (CRM)
Euracare Multispecialist Hospital
11.2022 - 09.2025
- Responded promptly and professionally to customer inquiries via phone, email, and chat, ensuring high satisfaction levels.
- Resolved customer issues efficiently, providing timely solutions and follow-ups.
- Managed client accounts, including order tracking, renewals, and service contracts.
- Get pre-authorization/approvals for secondary care as required by the insurance.
- Collected and analyzed customer feedback to improve products, services, and overall customer experience.
- Maintained accurate and up-to-date client information in CRM systems for reporting and strategic planning.
- Collaborated with sales, marketing, and product teams to address client requirements and resolve issues.
- Provide clients with product or service guidance, training, or resources to maximize their satisfaction and usage.
- Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing writeoffs.
Customer Service Representative
Healing Stripes Hospital
01.2016 - 11.2022
- I welcomed and registered patients, ensuring accurate data entry and confidentiality of medical records.
- Scheduled, confirmed, and managed patient appointments to optimize clinic flow.
- Responded promptly to patient inquiries via phone, email, and in-person interactions.
- Verified insurance details and provided clear explanations of billing procedures.
- Maintained and updated patient records in compliance with healthcare privacy standards.
- Resolved patient complaints professionally and escalated complex issues when necessary.
- Coordinated with medical staff to ensure smooth patient admissions and discharges.
- Assisted patients and visitors with directions and hospital service information.
- Managed high-volume front desk operations while maintaining professionalism and empathy.
- Processed payments and issued receipts accurately.
Liaison Officer
Rainbow College
11.2014 - 12.2015
- Acted as an intermediary between parent and the school.
- Supported organizational goals by facilitating the exchange of information among team members and departments.
- Handled admission records and forms.
- Developed strong working relationships with external partners, strengthening collaboration on joint initiatives.
- Maintained an open line of communication with clients, ensuring satisfaction and addressing any concerns promptly.
- Worked with the public relation officer for advertising campaigns and marketing strategies.
- Contributed positively to company culture by actively participating in employee engagement initiatives.
- Planned and managed vacations and field trips for the students.
- Managed conflict resolution, ensuring positive outcomes for all parties involved in disputes or disagreements.
- Organized and led community engagement events to strengthen local partnerships.
P.A to the Managing Director /Front Desk Officer
Safari Telecoms
12.2012 - 10.2014
- Manage and coordinate the Managing Director’s calendar, appointments, meetings, and travel arrangements.
- Serve as the first point of contact for visitors, clients, and stakeholders, ensuring a professional front desk presence.
- Screen, prioritize, and respond to incoming calls, emails, and correspondence on behalf of the Managing Director.
- Prepare executive reports, presentations, meeting agendas, minutes, and official correspondence.
- Maintain confidential records, executive files, and sensitive organizational documents.
- Act as a liaison between the Managing Director and internal/external stakeholders to ensure effective communication flow.
- Coordinate meetings, board sessions, and conference room bookings, including logistics and documentation.
- Maintain visitor logs, security registers, and front office administrative records.
- Handle incoming and outgoing mail, courier services, and document distribution.
- Provide general administrative support including data entry, filing, office supply management, and operation of office equipment.
Training Coordinator
Golden Petals Telecoms Ltd
01.2011 - 11.2012
- Evaluated program effectiveness by analyzing participant feedback and key performance metrics, driving continuous improvement efforts.
- Collaborated with cross-functional teams to develop relevant, engaging training content for diverse audiences.
- Provided basic information for trainings and potential trainees.
- Coordinated and managed venues for the trainings.
- Communicated with managers to identify training needs through surveys and interviews.
- Implemented performance tracking tools to monitor individual progress throughout the duration of each training program.
- Reviewed new training materials.
- Facilitated change management initiatives by providing resources and guidance to support successful implementation of new processes or systems.
- Awarded Certificates to the trainees.
Contact Centre Agent
Salus Trust Health Maintenance Organization
01.2010 - 10.2010
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Identified upselling opportunities to increase revenue generation.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
Education
Bachelor of Science - Mass Communication & Media
National Open University of Nigeria
Nigeria 04.2001 -
High School Diploma -
Lagos State Polytechnic
Nigeria 04.2001 -
Skills
Strong oral and written communication skills
Conflict Resolution skills
Patience skills
Empathy skills
Excellent interpersonal skills
Ability to deescalate stressful situations
Problem-Solving Skills
Software skills - Ms word, excel, power point, zoom, google meets, presentation tools
Time Management skills
Strong administrative skills
Adaptability skills
Active listening skills
Certification
Basics of Clinical Psychology
Interests
Community support initiatives, Reading, Creative hobbies, Counselling people, Travelling, Swimming & Jogging, Cooking
Timeline
Client /Customer Services Solutions Manager
AfriTPAhealth ( Provita Clinic)
09.2025 - Current
Basics of Clinical Psychology
08-2024
Service / Client Relationship Management (CRM)
Euracare Multispecialist Hospital
11.2022 - 09.2025
Diploma in Mental Health
05-2022
Mastering Communication and Public Speaking
05-2022
Health and Safety for Caregiving
02-2022
College of Supply Chain Management | Inventory Management
05-2021
Society for Quality in Health in Nigeria-: Outstanding Customer Care Training
05-2017
Society for Quality in Health in Nigeria-: Best Practices in Patient / Client Centered Care
06-2016
Customer Service Representative
Healing Stripes Hospital
01.2016 - 11.2022
Liaison Officer
Rainbow College
11.2014 - 12.2015
National Association of Business Administration and Management Students |Certificate of Merit
08-2013
Exuzia Access Technologies-Contact Centre Agent
07-2013
P.A to the Managing Director /Front Desk Officer
Safari Telecoms
12.2012 - 10.2014
Training Coordinator
Golden Petals Telecoms Ltd
01.2011 - 11.2012
Contact Centre Agent
Salus Trust Health Maintenance Organization
01.2010 - 10.2010
Bachelor of Science - Mass Communication & Media
National Open University of Nigeria
04.2001 -
High School Diploma -
Lagos State Polytechnic
04.2001 -
PERSONAL VALUES
- Strong Work Ethic – I am Hardworking, diligent, and committed to delivering high-quality results.
- Confidence & Reliability – I am Dependable and self-assured in handling responsibilities.
- Compassion & Empathy – I am Able to understand and support colleagues and clients effectively.
- Adaptability – I am Flexible and capable of thriving in changing environments.
- Relationship Building – I am Skilled at cultivating productive professional relationships.