Tosin Daniel

I’m a customer service specialist with 4+ years of experience across health insurance, life insurance, telecom, and pay-tv, focused on exceeding satisfaction targets while keeping strict HIPAA and data privacy compliance. I’m trusted to manage 800–1,000+ monthly inbound and outbound interactions and to maintain strong first-call resolution and customer retention outcomes. In my health plan role, I handle 1,000+ monthly customer conversations covering health plan benefits, eligibility, and claims. I use Zendesk, Avaya, EPIC, and Five9 to log, track, and resolve customer cases efficiently—supporting accurate case histories and faster follow-up. Previously as a Customer Service Advocate, I supported policyholders across life insurance policies, benefits, claims, billing, and coverage options via phone and email. I verified customer information against compliance, privacy, and industry standards on every interaction, reducing data-entry and processing errors while maintaining account accuracy and continuity of coverage. I also bring a strong customer advocacy background from telecom and pay-tv environments, including FiberOne Broadband and MultiChoice Nigeria, where I maintained CSAT above 85% and introduced proactive customer engagement that cut complaints and escalations by 40%. Across roles, I bring a practical toolkit of 10+ CRM and claims platforms, along with active listening, research & documentation, and consistent performance against adherence and response-time targets.