John Elizabeth

Remote Customer Support Specialist

CRM Specialist · Virtual Assistant · 2+ Years in Insurance, Healthcare & Logistics

📍 Lagos, Nigeria (WAT)Open to Remote Roles Worldwide
About Me

Calm Under Pressure. Precise by Default.

I'm a customer support and CRM specialist with 2+ years of experience across insurance, healthcare, and logistics. I've maintained 95%+ satisfaction scores while handling high-volume phone, email, and chat support.

I'm known for staying organized and accurate under heavy workloads — and I ramp up fast on any new CRM or contact center platform.

Tools & Skills

Platform-Ready From Day One

CRM & Contact Center

Salesforce · NICE CXone · Cisco Finesse · Five9 · Zendesk · Verint · Webex · Zoom Workplace · Intradiem · HubSpot · Trello

Productivity Tools

Google Workspace (Docs, Sheets, Drive, Excel) · Microsoft Office Suite

Core Strengths

Data entry & accuracy · Ticketing & case management · Documentation · Problem-solving · Written & verbal communication · Time management

Sample Work

Mock CRM Ticket Log

Salesforce in Action — Delayed Shipment Case

A real example of how I log and manage customer cases in Salesforce — capturing issue details, priority, status, and resolution notes for full team visibility.

Trello — Customer Support Pipeline

I use Trello to track tickets across stages — New Tickets, In Progress, Escalated, and Resolved — keeping the team aligned and nothing falling through the cracks.

Sample Work

Sample Email Responses

Refund Request

Subject: Re: Refund Request – Order #48213

"I've reviewed your order and confirmed you're eligible for a full refund. You should see funds back within 3–5 business days. If not, I'll follow up right away."

Delayed Order Update

Subject: Update on Your Order #55870

"Your package is in transit with an updated delivery estimate. I'll continue monitoring this and reach out proactively if anything changes."

Escalation to Manager

Subject: Your Recent Experience — Escalated for Review

"I've escalated your case to my team lead, who will review it in detail and follow up directly within 24 hours."

Sample Work

SOP: Handling a Customer Case Start to Finish

01

Receive & Log

Capture the issue in the CRM, assign a ticket ID, and tag the category.

02

Verify Identity & Gather Details

Confirm account details before making any changes.

03

Investigate

Check order history, account notes, and prior tickets to identify the root cause.

04

Resolve or Escalate

Resolve directly if in scope; escalate with full context if not.

05

Communicate Clearly

Update the customer in plain language with clear next steps.

06

Close & Follow Up

Close only once fully resolved; follow up on any pending items.

07

Document for the Team

Leave thorough notes so a teammate could pick up the case with zero missing context.

Sample Work

Daily Inbox Triage

A structured approach to managing high-volume inboxes — ensuring nothing falls through the cracks.

Morning Sort

Categorize inbox into: Urgent / Needs Response / FYI / Spam

Flag & Draft

Flag items needing manager input; draft replies for routine requests

Track Pending

Maintain a running "Waiting On" list for all outstanding replies

End-of-Day Closeout

Confirm tomorrow's calendar is conflict-free; send a summary of pending items

Experience

Professional Experience

1

Customer Support Specialist — CIGNA (Contract)

May 2025 – May 2026

Supported insurance agents with Medicare Supplement and ancillary products using Salesforce, Cisco Finesse, Intradiem, Verint, and Webex.

2

Customer Service Rep — KOA Logistics

2024 – Present

Handle high-volume inquiries via phone, email, and chat — maintaining 95%+ satisfaction with Salesforce and NICE CXone.

3

Customer Rep — Bausch Health, Frontline (Contract)

Nov 2024 – Apr 2025

Processed medication refills and managed accounts using NICE CXone, Zoom Workplace, and Salesforce.

4

Pharmacy Assistant — Rems Pharmacy

May 2024 – Sept 2024

Maintained accurate customer and medication records in a fast-paced pharmacy environment.

5

Administrative Intern — Trinity Specialist Hospital

Jan 2023 – Jul 2023

Supported documentation and record management in a healthcare setting.

Why Hire Me

What I Bring to Your Team

95%+ Satisfaction

Consistently high CSAT scores across insurance, healthcare, and logistics roles

Fast Ramp-Up

Proficient across 10+ CRM and contact center platforms — productive from day one

Detail-Oriented

Accurate documentation, thorough ticket notes, and zero dropped follow-ups

Remote-Ready

Experienced in independent, structured remote workflows across time zones

Let's Connect

Looking for a reliable remote customer support, CRM, or virtual assistant specialist? I'd love to talk about how I can support your team.

📞 Phone

+234-706-335-8753

Download Resume

eu.wps.com

John_Elizabeth_Resume (3).docx


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