Customer Service Support

NOFISAT RABIU

Houston, Texas *****. Phone: 281-***-****

************@******.***

PROFESSIONAL SUMMARY

I am skilled in handling a wide range of inquiries, resolving issues promptly, and exceeding customer expectations. Proficient in utilizing empathy, active listening, and effective communication to understand customer needs and deliver tailored solutions.

SKILLS

Technical Proficiency

Adaptive Learner

Excellent Communication Skills

Complex Problem Solving.

Product Knowledge

Collaborative

EDUCATION

2024

ASSOCIATE OF SCIENCE– CENTRAL TEXAS COLLEGE. FORT CAVAZOS, TEXAS.

Complex Problem Solving.

Experience with Microsoft Office

Conflict resolution and adaptability.

Multitasking

Punctual and Dependable

EXPERIENCE

FORD MOTOR - HOUSTON TEXAS.

CUSTOMER SERVICE REPRESENTATIVE. 02/2022 - Current

Demonstrated expertise in product knowledge, offering detailed explanations and recommendations to customers, resulting in increased product understanding and sales.

Provided exceptional customer support via phone, email, and live chat, assisting an average of 50 customers daily with inquiries, complaints, and product-related issues.

Maintained accurate and thorough records of customer interactions and inquiries using CRM software, ensuring comprehensive follow-up and resolution of open issues.

Serve as the first point of contact for customers, addressing inquiries, resolving issues, and providing information about products and services via phone, email, and live chat.

Answered incoming calls, emails, and messages promptly and courteously, addressing customer inquiries, concerns, and requests with accuracy and efficiency.

Collaborate effectively with team members, sharing knowledge, best practices, and insights to collectively deliver exceptional customer service and achieve team goals.

Actively contribute to process improvement initiatives, suggesting and implementing strategies to enhance efficiency and streamline customer support operations.

HUMANA PHARMACY – HOUSTON TX.

CUSTOMER SERVICE REPRESETATIVE. 01/2021 – 02/2022

Verified coverage for member’s prescriptions, refilled and requested new prescriptions from the doctor’s office and initiated prior authorization.

Educated members on the stages of the insurance plan which are: deductible, initial coverage, coverage gaps and catastrophic stages.

Demonstrate exceptional problem-solving skills by promptly identifying and addressing customer concerns, resulting in a 95% customer satisfaction rating.

Contacted licensed pharmacists for assistance with side effects on drug(s), return/reship of prescriptions and all other clinical related questions.

Assisted members with registering and resetting the password to their online account for self-service.

Placed outbound calls to members for updates on their accounts and prescriptions.

Documented all customer interactions and transactions accurately and comprehensively in the CRM system, including details of inquiries, resolutions, and any follow-up actions required.

Consistently meet and exceed performance metrics including call resolution time, customer satisfaction scores, and upsell targets.

Escalate unresolved issues or complex cases to appropriate internal teams or supervisors, providing relevant information and support for swift resolution.

UNITED STATE ARMY (RESERVE) – HOUSTON TX. 07/2021 – Current

DATA ENTRY SPECIALIST

Conduct regular audits of data entries to verify accuracy and completeness.

Proficient in typing with a high level of accuracy and speed of 45 WPM

Accurately input, update, and maintain extensive data records in various military databases.

Ensure all data entries are error-free and comply with Army regulations and standards.

Provide data support for special projects and missions as required.

Handle routine administrative tasks to support overall unit operations.

Strong analytical skills with the ability to interpret data and provide actionable insights

Effective communication and training skills.

Provide technical support and assistance to team members and other units regarding data-related inquiries.

Strong command of Microsoft Office Suite (Word, Excel, PowerPoint) and other typing-related software.

Strong communication skills, both written and verbal.

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