I

Iziegbe Victory Adun

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Texas, United States

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Résumé

Jobs verified_user 0% verified
  • P
    Assessment Evaluator
    Pearson US (Remote)
    Jan 2024 - Jun 2024 (6 months)
    • Independently scored high-volume digital assessments using detailed rubrics with 99% accuracy across QA audits. • Communicated rubric gaps and edge cases to internal calibration team to improve grading consistency. • Provided structured feedback that contributed to improved internal guidelines for evaluation delivery.
  • C
    CRM Manager & Customer Support Team Lead
    Cambium Inc. (Remote)
    Aug 2023 - Current (3 years 2 months)
    • Led a globally distributed support team across U.S. and EMEA time zones, ensuring 95% SLA compliance and 20% YoY increase in CSAT scores. • Supported sprint ceremonies including daily standups, retrospectives, and sprint reviews, contributing to iterative CRM platform improvements. • Collaborated with Product Owners to write and prioritize user stories, clarify acceptance criteria, and manage backlog grooming. • Liaised with IT and QA to roll out CRM enhancements; created test cases and user documentation to support successful change adoption. • Reduced average ticket resolution time from 22 hrs to 16 hrs by implementing auto tagging, improved workflows, and tiered support escalation flows. • Designed SLA dashboards in Salesforce to
  • Empower
    Digital Support Team Lead – Retirement Services
    Empower
    Jul 2022 - Jun 2023 (1 year)
    • Oversaw a team of digital agents managing support for over 150,000 retirement account users. • Partnered with internal developers to log and groom JIRA tickets reflecting recurring system issues. • Identified support pain points using Zendesk analytics, resulting in a 35% reduction in Tier 2 escalations. • Initiated and ran weekly mini retrospectives, improving team delivery velocity and surfacing friction points in support tools. • Created escalation SOPs for urgent case types and trained agents on appropriate protocol adherence. • improved documentation quality through monthly CRM audits and agent workshops.
  • U
    Senior Customer Experience Representative
    UT Southwestern Hospital (Remote)
    Jan 2020 - May 2022 (2 years 5 months)
    • Supported 20+ clinical departments in resolving patient cases, billing disputes, and appointment issues via secure messaging. • Co-facilitated support process improvement workshops with IT and Compliance to modernize ticket routing and priority logic. • Collaborated with product owners and QA to provide usability testing and feedback on internal tools during upgrade cycles. • Maintained 97%+ QA scores by adhering to internal support documentation, even during peak patient volume periods.
  • B
    Customer Support Specialist
    Blue Cross Blue Shield of Texas
    Jun 2018 - Nov 2019 (1 year 6 months)
    • Resolved an average of 80+ member inquiries daily via secure chat and CRM, achieving 98% accuracy in claim navigation. • Recommended key support flow changes based on chat logs and documented patterns of misunderstanding in plan terminology. • Participated in internal CX improvement projects to reduce call volume and educate members on self-service tools.
Education verified_user 0% verified
  • University of North Texas
    Bachelor of Science
    University of North Texas
    Aug 2021 - May 2023 (1 year 10 months)