Elyon

MICHAEL INNOCENT

Customer Support & Sales Specialist | Remote | Proven Revenue Growth & Client Satisfaction

Location: International (Remote Work Only)

Email [відкрити контакти](див. вище в блоці «контактна інформація»)

Telegram Username: @Icentmyk

Professional Summary

Empathetic and solutions-driven Customer Support Specialist with 8+ years of experience delivering
outstanding service in healthcare, finance, and logistics. Proven track record of exceeding customer
satisfaction targets (97% CSAT), resolving issues promptly, and improving client retention through
clear communication, product knowledge, and proactive support. Adept at managing remote
customer relationships and navigating complex service requests with professionalism and care.

Core Competencies

Customer Experience | Client Retention | Technical & Product Support | CRM Management

Call Center Operations | Logistics & Fulfillment Support | Complaint Resolution

Remote Client Engagement | Cross-functional Coordination | Knowledge Base Management

Professional Experience

Customer Support Specialist / Health Advisor

Coree Lab, New York (Remote) | Mar 2024 – Present

• Delivered personalized consultations to remote clients, maintaining a 97% satisfaction score across
support interactions.

• Resolved product and health-related inquiries, improving customer retention and follow-up
engagement.

• Assisted clients in identifying health solutions, with a focus on educational and empathetic service.

• Coordinated with internal teams to ensure timely delivery and client updates.

Customer Success Associate

Fidson Healthcare Plc (International) | May 2021 – Feb 2024

• Maintained regular contact with 100+ healthcare providers, offering post-sale support and
ensuring ongoing satisfaction.

• Conducted follow-ups on prescriptions, clarified dosage information, and assisted clinics with
product questions.

• Created support documentation and worked with CRM tools to track service quality.
• Provided remote education and awareness campaigns to boost patient safety and compliance.

Call-Center Operator / Client Support Coordinator

Dashspeed Logistics (Remote) | Apr 2019 – Apr 2021

• Handled incoming customer inquiries, resolving 95%+ of issues within 24 hours.

• Assisted clients with order tracking, shipping issues, and delivery coordination.

• Built escalation protocols and performance metrics to improve first-contact resolution.

• Collaborated with carriers to minimize delays and communicate transparently with customers.

Customer Service Representative – Banking

Access Bank Plc (International) | Mar 2017 – Mar 2019

• Advised customers on retail banking products, supporting them through onboarding and account
setup.

• Resolved account-related inquiries while maintaining a professional and calm demeanour under
pressure.

• Helped clients with digital tools, troubleshooting, and escalations to improve experience.

Education & Certifications

• BSc, Anatomy – University of Uyo (2010–2015)

• Diploma in Customer Service – Saylor Online Academy (2022)

• HSE Certifications (1, 2, 3) – International Institute of Risk and Safety Management (2016)

Technical Tools

CRM Systems | Customer Satisfaction Analytics | Ticketing Platforms | Remote Communication Tools

Key Achievements

• 97% CSAT achieved via personalized and proactive customer care.

• 95%+ client complaints resolved within 24 hours at Dashspeed Logistics.

• Built strong customer relationships across healthcare and finance sectors.

• Trained in service best practices, including empathy, de-escalation, and support
documentation.