Sandra Isiadinso
FCT,Nigeria
Summary
A customer-focused professional with strong communication, problem-solving, and relationship management skills. Known for maintaining a calm and professional approach while handling escalations, resolving issues, and supporting efficient service delivery.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work history
Service Delivery Unit Lead
Wellahealth Technologies Ltd
Abuja, FCT
2023.11 - 2026.05
- Lead a team of 14+ Agents, ensuring they execute their roles efficiently and meet performance expectations.
- Manage escalations and develop strategic solutions to complex customer issues.
- Ensure team performance aligns with key KPIs and service delivery goals.
- Maintain strong relationships with key partners to drive satisfaction and long-term engagement.
- Train and onboard new team members, ensuring seamless integration and consistent service standards.
- Management agitated enrollee to ensure quick resolution and ensure customer retention
Customer Success Agent
Wellahealth Technologies Ltd
2023.01 - 2023.11
- Fulfilled over 12,000 customer medication requests via email, chat, and phone calls.
- Contacted partner pharmacies to confirm medication costs and ensured prompt payments for timely pickups.
- Maintained the set Turnaround Time (TAT) to support smooth and efficient service delivery.
- Reviewed prescriptions, verifying drug names, strengths, and dosages for accuracy and safety.
- Monitored medication deliveries to prevent delays and ensure a seamless refill process.
Claims Agent
Wellahealth Technologies Ltd
2022.04 - 2022.11
- Processed claims from partners, ensuring accuracy and timely follow-ups.
- Assisted in optimizing the claims process to improve payment efficiency.
Education
Higher National Diploma (HND) - Business Administration and Management
Institute of Management and Technology (IMT)
Enugu 2018.11 - 2021.04
Nation Diploma (OND) - Business Administration and Management
Institute of Management and Technology (IMT)
Enugu 2016.01 - 2017.08
Skills
- Core Competencies
Customer Communication & Relationship Management
Problem Solving & Decision Making
Escalation Handling & Resolution
Team Collaboration
- Technical Skills
Microsoft Excel
Microsoft Word
Microsoft PowerPoint
Zoho Mail
Email Management
ADDITIONAL INFORMATION
Languages: English, Igbo
AWARDS
Awards/Activities: Most valuable Person, wellahealth 2024
References
References available upon request.
Timeline
Service Delivery Unit Lead
Wellahealth Technologies Ltd
2023.11 - 2026.05
Customer Success Agent
Wellahealth Technologies Ltd
2023.01 - 2023.11
Claims Agent
Wellahealth Technologies Ltd
2022.04 - 2022.11
Higher National Diploma (HND) - Business Administration and Management
Institute of Management and Technology (IMT)
2018.11 - 2021.04
Nation Diploma (OND) - Business Administration and Management
Institute of Management and Technology (IMT)
2016.01 - 2017.08