Customer Service Representative

ELIJAH IBIDAYO

CONTACT Results-driven Customer Service Representative with a track record of

exceeding expectations. Proven expertise in problem-solving, effective

Indianapolis, IN 46214

communication, adaptability, multi-tasking, time management and

317-***-**** customer satisfaction. Skilled in handling diverse inquiries and building

strong customer relationships through empathy. Committed to achieving

service excellence and contributing positively to team success.

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

SKILLS WORK HISTORY

May 2024 - Current Customer Service Representative Humania, Houston,

Data Entry and Documentation TX •Receive inquiries from customers or providers by telephone, email, or

Effective communication

chat and communicate response within required turnaround time.

Cross-functional Collaboration, •Answer constant flow of customer calls with minimal wait times.

Conflict Resolution •Resolve customer service issues using company processes and policies

Call Volume and Quality Metrics and provide updates to customers.

•Learn and maintain in-depth understanding of product and service

Inbound and Outbound Calling

information to offer knowledgeable and educated responses to diverse

Strong leadership and team customer questions.

management abilities •Identify and escalate difficult situations to appropriate department.

In-depth knowledge in technical or •Acting as point of contact for complex customer inquiries, working

specialty area closely with internal departments to provide timely solutions.

Proficient in CRM software and •Address escalated issues with diplomacy and tact while finding

ticketing systems resolutions that satisfied both client's concerns and company interests.

Exceptional communication skills, both •Utilized CRM tools effectively for efficient tracking and reporting of

written and verbal customer interactions and outcomes.

Analytical mindset with focus on •Learned and adapted quickly to new technology and software

applications.

process improvement

Empathetic and customer-focused August 2021 - April 2024

approach Customer Service Representative CVS/Aetna, Specialty

LiveChat Messaging Houston, TX

Enterprise Resource Planning (ERP) •- Assisted customers via phone, email, and live chat, addressing

systems, Ms Office, Excel and database inquiries, solving problems, and providing product information.

systems. •- Achieved average customer satisfaction rate of 95%, recognized

through positive customer feedback.

•- Resolved escalated issues promptly, collaborating with different

departments to ensure timely and effective solutions.

•- Processed orders, returns, and exchanges accurately, maintaining high

level of attention to detail.

•- Conducted customer follow-ups to ensure their needs were met and to

gather feedback for continuous improvement.

•Responded proactively and positively to rapid change.

September 2018- July 2021

Customer Service Representative HRBlock, Indianapolis, IN

•Handled customer inquiries and suggestions courteously and

professionally.

• Actively listened to customers, handled concerns quickly and escalated

major issues to supervisor.

• Answered constant flow of customer calls with minimal wait times.

• Answered customer telephone calls promptly to avoid on-hold wait

times.

• Maintained customer satisfaction with forward-thinking strategies

focused on addressing customer needs and resolving concerns.

• Responded to customer requests for products, services, and company

information.

• Offered advice and assistance to customers, paying attention to special

needs or wants.

EDUCATION

Bachelor of Science Computer

Information Technology

Indiana University-Purdue University

Indianapolis

Indiana, United States

Contact this candidate