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Hello! I’m Idorenyin Ekanem, a Client Support and Success Management and Cybersecurity professional with a Bachelor of Science in Computer Science and a Diploma in System Management and Cybersecurity, supported by multiple industry certifications. I have over 19 years of experience in technical support, customer success, and call centre management, with a proven record in improving operational efficiency, meeting SLA and KPI targets, and increasing customer satisfaction. I am also a Health Information Analyst with strong knowledge of security principles, service excellence, compliance, and continuous professional development.…Hello! I’m Idorenyin Ekanem, a Client Support and Success Management and Cybersecurity professional with a Bachelor of Science in Computer Science and a Diploma in System Management and Cybersecurity, supported by multiple industry certifications. I have over 19 years of experience in technical support, customer success, and call centre management, with a proven record in improving operational efficiency, meeting SLA and KPI targets, and increasing customer satisfaction. I am also a Health Information Analyst with strong knowledge of security principles, service excellence, compliance, and continuous professional development.

Idorenyin EKANEM

Data Analyst, Data Collector, Community Manager, +7

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Hello! I’m Idorenyin Ekanem, a Client Support and Success Management and Cybersecurity professional with a Bachelor of Science in Computer Science and a Diploma in System Management and Cybersecurity, supported by multiple industry certifications. I have over 19 years of experience in technical support, customer success, and call centre management, with a proven record in improving operational efficiency, meeting SLA and KPI targets, and increasing customer satisfaction. I am also a Health Information Analyst with strong knowledge of security principles, service excellence, compliance, and continuous professional development.…Hello! I’m Idorenyin Ekanem, a Client Support and Success Management and Cybersecurity professional with a Bachelor of Science in Computer Science and a Diploma in System Management and Cybersecurity, supported by multiple industry certifications. I have over 19 years of experience in technical support, customer success, and call centre management, with a proven record in improving operational efficiency, meeting SLA and KPI targets, and increasing customer satisfaction. I am also a Health Information Analyst with strong knowledge of security principles, service excellence, compliance, and continuous professional development.

Available to hire

Hello! I’m Idorenyin Ekanem, a Client Support and Success Management and Cybersecurity professional with a Bachelor of Science in Computer Science and a Diploma in System Management and Cybersecurity, supported by multiple industry certifications. I have over 19 years of experience in technical support, customer success, and call centre management, with a proven record in improving operational efficiency, meeting SLA and KPI targets, and increasing customer satisfaction.

I am also a Health Information Analyst with strong knowledge of security principles, service excellence, compliance, and continuous professional development.

Skills

Experience Level

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Licensed Insurance Agent at CUMIS Insurance

November 1, 2024 - April 1, 2025

Provided insurance and financial services to 200+ credit unions nationwide. Advised and guided an average of 15–20 customers daily on tailored financial and insurance options, contributing to increased client retention and policy uptake. Generated and presented accurate financial and insurance reports, explaining policy terms clearly to support client decision-making and reduce policy cancellations. Processed policy updates, renewals, endorsements, and transactions with 99% accuracy, cutting turnaround time by 30% and enhancing overall client satisfaction. Maintained compliant client records in line with insurance regulations and financial reporting standards.

Client Support (Internship) at Foresight for IT Corp.

June 1, 2024 - July 1, 2024

Supported over 100 clients nationwide with technology solutions, cybersecurity, and technical consulting. Resolved issues for 1–5 clients daily to improve overall customer satisfaction ratings. Monitored, updated, and upgraded client systems to ensure smooth operations and higher system uptime. Maintained accurate operational data to improve record-keeping and compliance.

Client Support at Bayshore

September 1, 2023 - June 1, 2024

Home healthcare provider serving over 50,000 clients nationwide with a team of around 20,000 health professionals. Acted as a key point of contact for clients and internal stakeholders, proactively addressing service concerns to ensure consistent service delivery and long-term client success and retention. Monitored and documented client interactions to inform care plans and improve service delivery. Ensured compliance with healthcare regulations and organizational policies.

Lead Customer Care & Quality Assurance at Green Africa Airways

August 1, 2022 - July 1, 2023

Led a 50+ member call centre across inbound, outbound, and digital channels, consistently meeting KPIs and aligning service with organizational goals. Designed and implemented a data-driven feedback system and executive reports to improve satisfaction metrics and stakeholder decision-making. Implemented VoC and QA frameworks, led training and onboarding, achieving a 98% service quality score and reducing ramp-up time by 25%. Created training calendars and delivered customer service training across all operation hubs.

Customer Service and Analytics Manager at Lumos Nigeria

April 1, 2020 - July 1, 2022

Managed a 35+ member client support team, driving process improvements including a Customer Feedback Management framework that increased customer satisfaction by 30% and improved client retention by 15%. Led the in-house transition of customer service operations from a third-party provider to improve control, workflows, and performance. Oversaw system and application rollouts, trained staff, and optimized onboarding to boost productivity. Coordinated nationwide distribution and inventory of solar home systems to ensure timely supply and effective order fulfillment.

Head, Customer Satisfaction Centre at Amo Group Nigeria

January 1, 2018 - July 1, 2019

Established and managed the call centre, designed SOPs, and defined KPIs for efficient daily operations. Recruited and developed customer care specialists to ensure high-quality service. Analyzed customer interactions and feedback to drive product and process improvements, and supported fulfillment and distribution activities by coordinating supplier deliveries and maintaining stock availability.

Supervisor & Assistant Manager, Call Centre Operations at Ison BPO Intl, Nigeria

May 1, 2012 - March 1, 2017

Led a 65+ member call centre team across inbound, outbound, and social media channels for major telecom clients. Delivered targeted coaching to boost First Call Resolution by 25% and optimize average handling time. Monitored performance, generated actionable reports, and ensured KPI/SLA targets were met while maintaining compliance with standards.

Customer Care Specialist at Celtel/Econet/Vmobile/Zain Nigeria

August 1, 2022 - July 1, 2023

Resoled customer inquiries across multiple channels, escalated complex issues to appropriate teams, and followed up to ensure timely resolution. Mentored team members and documented all interactions for continuity of service and effective issue resolution.