Customer Service Support

NKOMO HARLEY

Tamarac, Fl ***** 954-***-**** ************@*****.***

Professional Summary

Dedicated Support Associate with over 5 years of experience delivering exceptional customer service across various industries. Skilled in managing communication channels to address inquiries and troubleshoot issues efficiently, ensuring a positive customer experience and seamless support operations.

Customer Support

Documentation and Reporting

Client Communications

Data Entry

Skills

Work History

Marketing

Technical Troubleshooting

Salesforce Proficiency

Customer Relationship Management

Healthcare Customer Support Representative, Teleperformance USA 07/2019 - 06/2023

Serve as the primary point of contact for healthcare professionals and patients, delivering outstanding customer service via telephone, email, and chat communication channels.

Assisted in the review and processing of remote claims for clients in the health insurance industry.

Evaluated coverage and benefits and provided guidance to clients on the claims process

Triaged incoming calls, emails, and chat messages from various healthcare facilities and internal clinicians, ensuring prompt resolution of inquiries and issues.

Communicated with clients, medical providers, and other stakeholders to gather information and resolve claims

Monitored clinical systems to maintain operational efficiency and meet performance targets, escalating critical issues as necessary to higher support tiers.

Utilized CRM systems to track and document all customer interactions, ensuring accurate and thorough record-keeping.

Responded in real-time to support issues, resolving basic inquiries and escalating complex issues to appropriate support tiers for resolution.

Inputted data into EMR systems accurately, maintaining the integrity of patient records and ensuring compliance with privacy regulations.

Warehouse Associate, UNFI 12/2018 – 07/2019

Provide engaging customer service, aiming for first-call issue resolution.

Identify out-of-stock products and quote special-order pricing.

Assisted an average of 45 customers each day with finding specialized items & providing recommendations for custom projects via chat support, phone support, and email support.

Evaluated merchant and partner products to ensure quality assurance metrics were being met daily.

Escalated customer order issues to Tier 2 support to achieve the quickest resolution and minimize wait times.

Performed upselling techniques to increase average order values across physical and online-ordered products purchased in-store.

Achieved an average of 110% sales goal each quarter for the department and maintained a 97% customer satisfaction survey rating.

Tracked inventory for over 10,000 items by validating stock, SKUs, customer exchanges, and returns.

Education

High School Diploma, June -2018

Pier High School - Sunrise, Florida

Contact this candidate