Customer Service Call Center

ATINUKE ADEGBENRO

Phone: 214-***-****

E-mail: ******************@*****.***

PERSONAL PROFILE

Dedicated and customer-focused professional with a proven track record in maintaining positive customer relationships and delivering excellent service. Proficient in call center operations, capable of handling difficult client interactions over the phone as well as effectively responding to inquiries via chats and email channels.

Seeking a challenging position where I can leverage my communication skills and experience in providing support to enhance the overall customer experience. Known for being trustworthy, ethical, and discreet, with a strong dedication to achieving results. Familiar with customer service systems such as Salesforce and SAP.

Skills

Excellent communication skills, both verbal and written

Strong customer service and interpersonal skills

Conflict resolution and de-escalation techniques

Proficient in navigating technology platforms and providing technical support.

Detail-oriented and committed to maintaining confidentiality and compliance.

Familiarity with HIPAA regulations

WORK EXPERIENCE

COMPANY NAME

POSITION

HELD

DURATION

RESPONSIBILITIES

American Standard Customer service

Advisor

(Remote)

July 2023 -

Date

• Meet and exceed established quality

assurance, productivity, and sales targets as

directed by the management team.

• Process sales orders and warranty requests

for both parts and complete products

efficiently and accurately.

• Resolve issues and conflicts in a manner that

benefits both the consumer and the

company, adhering to established policies

and procedures while utilizing sound

judgment, creative problem-solving, and a

consumer-centric approach.

• Actively participate in team meetings,

providing valuable feedback on industry

trends and insights.

• Engage in ongoing training sessions, product

updates, and remain informed about changes

such as new promotions, discontinued items,

service bulletins, product pricing, etc.

• Utilize every interaction as an opportunity to

promote the brand and convey its narrative,

delivering exceptional service, showcasing

complete product solutions, and

demonstrating expert product knowledge.

• Proactively anticipate consumer needs and

deliver memorable "above and beyond"

experiences.

• Collaborate with team members to develop

solutions aimed at enhancing consumer

experiences and streamlining company

processes.

• Foster relationships that uphold brand values

and foster consumer loyalty.

• Manage diverse inquiries from consumers

and end-users including project site leads,

plumbers, and contractors.

• Offer support and guidance on the

installation of bathroom and kitchen

products such as faucets, shower systems,

sinks, and toilets, ensuring satisfaction and

ease of use.

Teladoc Health Inc. Customer

Support Rep 111

(Remote)

Sept 2018 –

March 2023

• Maintained a professional and friendly

demeanor while assisting customers with

various needs.

• Utilized excellent communication skills

to answer inbound calls and provide

support to members, including

registration, updating medical

information, and scheduling

consultations.

• Successfully de-escalated calls from irate

customers, submitted escalations, and

coordinated with relevant departments.

• Educated members on the company’s

products and services, ensuring a

thorough understanding.

• Ensured compliance with confidentiality

and HIPAA regulations, maintaining a

secure environment.

• Processed members' prescription

requests, ensuring timely delivery to

preferred pharmacies.

• Assisted members in navigating the

portal, provided login information, and

reset passwords as needed.

• Facilitated scheduled consultations by

ensuring members were contacted by the

provider.

• Provided helpdesk support and addressed

technology concerns for patients,

including video help and microphone

assistance.

• Managed Health and Hospital Records

customer interactions, ensuring accurate

and timely information exchange.

• Handled accounts regarding information

provided, received, or actions taken,

maintaining a high standard of service

UnitedHealth Care

Students Resources

Customer service

Advocate

March 2016-

Nov 2017

• Respond to members inquiries and issues

by identifying the topic and type of

assistance the caller needs such as

benefits, eligibility and claims, financial

spending accounts and maximizing the

value of their health plan benefits by

choosing a quality care provider.

• Intervene with care providers (doctor’s

office) on behalf of the customers,

to assist with appointment scheduling or

connections with internal

specialists for assistance when needed.

• Assist customers in navigating

myuhc.com and other UnitedHealth

Group websites and encourage and

reassure them to become self-sufficient.

• Own problem through to resolution on

behalf of the customer in real time

or through comprehensive and timely

follow-up with the member

• Research complex issues across multiple

databases and work with support.

resources to resolve customer issues

and/or partner with others to resolve

escalated issues.

• Provide education and status on

previously submitted pre-authorizations.

or pre-determination requests.

• Meet the performance goals established

for the position in the areas of:

efficiency, call quality, customer

satisfaction, first call resolution and

attendance.

Broad express

medical supply &

equipment

Customers

service

Representative

April 2014 –

February 2016

• Respond to customer’s inquiries,

complaints, billing questions and

payment extension/service request.

• Receive inbound calls from vendors,

patients and providers concerning

requested equipment.

• Improved communication with others to

ensure a positive working relationship

for future business.

• Organized and maintained office files

and records.

• Analyzing customers’ need for new

supplies and responding effectively.

• Provides administrative support to

business operations by performing

processing tasks such as data entry,

scanning, mail sorting or similar

activities.

• Performs clerical tasks in the data entry

function and ensures accuracy and

completeness in customers’ Data and

customers information.

• Transcribes routine pre-coded and

identifiable alphanumeric data from

source document and/or phone call into

an automated system.

Afcon recruit Limited

Nigeria

Customers

service

Supervisor

2008-2013

• Handled customer’s complaint and

responded immediately.

• Managed everyday activities for offices

such as account transactions and

correspondence with customers.

• Collaborate with department managers

on a regular basis and proactively

identify future hiring needs.

• Created, planned and implemented work

scheduling program for employee to

increase productivity.

• Improving customer service based on

client feedback through the development

of new policies and procedures.

Citizens Int’l Bank

Nigeria

Customer service

officer

2001 -2004

• Account creation and closure.

• Attending to customer inquiries and

complaints

• Processing of letters of introduction for

customers to embassies.

• Reactivation of dormant accounts.

• Printing and issuance of checks booklets

and printing of statement of accounts

• Scanning and updating of all customer’s

mandate and data files.

• Confirmation and verification of bank

instrument.

• Ensuring that account with outstanding

documentation is regularized within

specified time frame.

BSc Banking and finance

Contact this candidate