ONORIASA BRUME DAVID

CUSTOMER SERVICE REPRESENTATIVE

ad339r@r.postjobfree.com

linkedin.com/in/brume-o-3bbb0629a

EDUCATION: National Diploma in Civil Engineering, Federal Polytechnic Kaduna State 2018-2022 Senior Secondary School: Judeen International School 2007-2013 Primary School: Dominion International Academy 2005-2010 Date of birth 15-08-1998

Hobbies: Reading, watching movies, singing, and making new friends. PROFILE

I am a seasoned Customer Service Rep/Virtual Assistant with 5 years of experience and a knack for efficient in this field. Your need for someone attentive, punctual, and skilled in following time- sensitive instructions aligns perfectly with my expertise. Having successfully managed CRM related tasks, I understand the importance of accuracy and promptness. My commitment to timely and reliable work, coupled with excellent time management skills, makes me an ideal fit for this role. I thrive on working independently, ensuring tasks are completed with precision. Excited about the opportunity to contribute to your team growth.Results-oriented Customer Service Representative with a proven track record of outstanding client satisfaction and problem resolution at Oando Filling Station, Mr. Biggs Eatery, and Wellnite Medical Group PA. Recognized for consistently exceeding customer expectations through attentive listening, clear communication, and going above and beyond to resolve issues.

Core Competencies:

Customer Satisfaction - Achieved top ratings and testimonials from clients at all positions by building rapport and ensuring complete resolution. Problem Solving - Analyzed complex customer/patient needs across industries and devised creative solutions to meet diverse requirements.

Communication - Demonstrated active listening and clear explanation of policies for clients from all backgrounds. Defused tense situations diplomatically. Attention to Detail - Ensured meticulous attention to accuracy and completeness in all customer/patient interactions and records.

Adaptability - Adapted customer service approach to suit varied industries and client needs with flexibility and professionalism.

Distinguishing Accomplishments:

Consistently recognized by managers at each employer for exemplary customer service and problem-resolution skills.

Recommended by clients and patients for helpful, courteous, and responsive service. Streamlined procedures to reduce resolution times by 15% at Wellnite Medical Group PA. Earned "Employee of the Month" at Mr. Biggs Eatery for going above and beyond for customers. My diverse industry experience has prepared me to provide outstanding service across customer bases. I am eager to continue delivering remarkable results. Tools:

Microsoft Office

Proficient in the use of Google Suite

HubSpot

Zendesk

Airtable,

Availity,

Openphone,

CAQH,

CIGNA

Trello

Zoom

Teams

Slack

Calendly

BCBS etc.

Soft Skills

Data Entry

Provider Relations

Emergency Response

Organizational Development

Phone Etiquette Technical Support

Provider Enrollment

Time Management

Excellent Communication skills (Written and Verbal) Knowledge of medical insurance policies in the US

Confidentiality

Attention to Detail

Knowledge of the US state, federal laws, and HIPAA regulations

Strong Analytical and Critical Thinking proficiencies WORK EXPERIENCE

Credentialing Specialist, Wellnite Medical Group PA Date September 2022 -2023 JOB DESCRIPTIONS

Collaborate with a team of 10 in conducting credentialing verifications, including education, training, licensure, and certification.

Conduct primary source verification and monitor expiration dates for providers. Update providers on their credentialing status as requested and provide timely follow-up for requests of outstanding information.

Consistently exceeded daily call quota of 30+ calls in 8 hours, resulting in increased efficiency. Obtain, review, and complete practitioner credentialing and re-credentialing applications while maintaining confidentiality of practitioner information. Enter new providers into CAQH with accuracy and perform ongoing CAQH data input information into the credentialing database.

Generate reports as needed and track the credentialing status of providers in the systems. Improve provider satisfaction and decrease turnaround time for credentialing. Achieved a 100% credentialing accuracy rate.

Assistant Manager - Customer Service Representative Mr. Biggs Nigeria 2020-2021

JOB DESCRIPTIONS

Led a team of customer service representatives, providing guidance and support to ensure excellent service delivery.

Provided exceptional customer service by building rapport and establishing trust with clients, resulting in increased customer satisfaction ratings. Core Competencies:

- Customer Satisfaction - Oversaw timely resolution of customer issues, consistently achieving NPS scores.

- Policy Enforcement - Established and enforced clear standards for agents while upholding a welcoming environment for communicate

- Training & Development - Trained new hires on company policies and customer service best practices, achieving a 90% retention rate.

- Communication - Led by example with excellent active listening and conflict resolution skills to de-escalate complaints.

- Data Analysis - Tracked key metrics like complaint volume, resolution times, and NPS to identify areas for improvement.

Achievements:

- Promoted to Assistant Manager role within 1 year for leadership skills and customer focus.

- Reduced complaint volume by 25% through proactive training and monitoring of frontline staff.

- Implemented new greeting protocols to enhance first impressions scoring and increase average check size.

- Recognized by GM for consistently resolving complex customer issues to patrons' complete satisfaction.

Distinguishing Qualities:

- Meticulous attention to detail ensuring strict policy adherence and documentation of all customer interactions.

- Calm, professional demeanor for resolving even the most heated complaints or difficult patrons.

- Forward-thinking approach to continuously enhance customer experience and resolve issues proactively.

Oando OIL/GAS Station 2018-2019

JOB DESCRIPTIONS SHIFT LEADER (pump attendant)

Oversaw daily operations, ensuring the smooth functioning of the shift. Managed a team of employees, assigning tasks and monitoring performance. Handled cash transactions and maintained accurate records. Implemented safety protocols and ensured compliance with company policies. Reference: Mr. Emmanuel Babatayo

Email: ad339r@r.postjobfree.com

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