Customer Service Representative
Resume:
ONYEKACHI NWOGA
Houston, Texas *****
************@*****.***
Professional Summary:
Possesses a good working knowledge of Customer /Sales Service best practice in different company structures and has effectively led teams on several projects. Versatile and dedicated customer service representative with over 7 years of experience across healthcare and retail sectors. Proven ability to handle diverse customer inquiries, manage operations efficiently, and enhance customer satisfaction.
Key Skills:
Customer engagement and support Remote work efficiency
Appointment scheduling and reservations Telephone etiquette
Sales and upselling Data Entry Software and CRM Reporting and Analytics
Conflict resolution Ability to multitask
Inventory and records management Interpersonal skills
Team collaboration and training Employee Engagement
Multitasking and time management Ability to multitask
Empathy
Professional Experience:
TCS/Transamerica
Senior Customer Representative
Feb 2023 – Current
Resolved customer complaints and issues promptly, ensuring a positive shopping experience.
Trained and mentored new employees on customer service standards and store policies.
Participate in inventory management, including restocking shelves and organizing product displays.
Effectively use all applications and reporting mechanisms to process, analyze and resolve issues through problem solving with other agency departments and third-party administrators.
Conduct follow up calls and/or send follow up secure emails to advisors/customers as appropriate to provide solutions to issues or benefit inquiries.
Thoroughly track and document all contacts and conversations in the correct system; follow up to benefit advisor request, callbacks, and outstanding work orders as required.
Assist customers with product inquiries, purchases, and returns, maintaining a high level of customer satisfaction.
Processed transactions accurately and efficiently using POS systems, handling cash, credit, and debit payments.
Healthcare Sector:
Customer Service Representative
American Healthcare Services
Feb 2021 - Feb 2023
Handled an average of 50+ patient inquiries daily regarding appointments, billing, and general information.
Coordinated patient appointments and follow-ups with multiple departments, ensuring timely and efficient scheduling.
Achieved an average customer satisfaction rate of 95%, recognized through positive customer feedback.
Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
Conducted customer satisfaction surveys and used feedback to implement process improvements.
Assisted patients with insurance verification and processing, resolving issues related to coverage and billing.
Managed patient records with strict adherence to HIPAA regulations.
Trained new staff members on customer service protocols and medical software systems.
Retail Sector:
Customer Support / Data Entry Specialist
Willis Towers Watson
March 2019 – February 2021
Managed electronic and paper-based filing systems to organize and maintain documents
Help clients settle claims when such cases arise.
Customers insurance programs to suit the needs of clients
Assisting customers in properly completing insurance applications to act as an intermediary between the customer and the insurance company.
Responsible for promoting and selling insurance products and services to client, such as car insurance etc.;
Give financial advisory service and support to new and existing clients
Maintained goof rapport with manage with exiting, new and prospective clients
Conducted data entry task including inputting customer information. Sales order and inventory data into the company database.
CSG
Customer Service Representative
February 2017 – September 2019
Provided excellent customer service to clients, addressing their needs
Processed payments and maintained accurate records using a CRM software.
Coordinated with various departments to ensure seamless service delivery.
Contributed to client’s loyalty programs, encouraging repeat visits.
Stay up to date with current promotions all months and ensure customers are educated on such promotional offers as well as enjoy such promotions on items purchase.
Handled customer’s refunds courteously and professionally.
EDUCATION
Kwame Nkrumah University of Science& Technology Kumasi, Ghana
Degree: BA Sociology & Social Works (2010)
REFERENCES
Available Upon Request
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