Customer Service Support Specialist

Justina Lawal

** ******** *****, ********, ** ***71

678-***-**** *****.**@*****.***

Professional Summary

Empathetic and results-oriented Customer Support Specialist with 6+ years of experience in healthcare, insurance, retail, and logistics. Known for delivering exceptional customer service, resolving claims and inquiries with professionalism and empathy, and thriving in fast-paced, high-volume environments. Skilled in claims processing, CRM tools, and multitasking across phone, email, and chat. Seeking a customer advocate or support role where I can contribute my skills to enhance customer satisfaction. Key Skills

- Customer Service Excellence (Phone, Email, Chat)

- Claims Review & Processing

- CRM Software (e.g., Zendesk, Salesforce)

- Conflict Resolution & Active Listening

- Multitasking & Time Management

- Remote Collaboration Tools (Zoom, Slack, Outlook, Trello)

- Microsoft Word, Excel & Documentation

- Fast Typing & Data Entry

Professional Experience

Delta Dental Insurance - Atlanta, GA

Customer Advocate / Claims Examiner Aug 2023 - Present

- Delivered responsive, accurate, and empathetic support to members and dental providers.

- Investigated and resolved claims using adjudication tools and policy knowledge.

- Educated customers about benefits, coverage, and pre-authorization processes.

- Maintained 95%+ customer satisfaction scores while managing high call volume.

- Collaborated with cross-functional teams to resolve complex cases promptly. UPS - Atlanta, GA

Package Handler Jun 2023 - Dec 2023

- Sorted, loaded, and unloaded packages efficiently to ensure timely delivery.

- Scanned packages for tracking and inventory management while maintaining safety standards.

- Consistently met productivity targets in a fast-paced warehouse environment. Justus Empire - Atlanta, GA

Customer Service Representative Oct 2020 - Jul 2023

- Responded to customer inquiries via phone and email, resolving issues professionally.

- Handled order processing, returns, and complaints with empathy and accuracy.

- Maintained accurate customer records in the CRM system and achieved key performance goals. Radial Inc - Buford, GA

Order Processor Dec 2019 - Oct 2020

- Prepared and packaged products for shipment, ensuring quality and timely dispatch.

- Accurately picked and scanned items using RF scan guns and maintained organized workstations.

- Adhered to safety protocols and productivity standards in a high-volume warehouse. Africana Store - Atlanta, GA

Cashier Jan 2019 - Oct 2019

- Processed customer transactions accurately and efficiently.

- Provided friendly service and assisted with returns, exchanges, and inventory restocking.

- Maintained a clean and organized checkout area to enhance the shopping experience. Education

Georgia State University - Atlanta, GA

Bachelor of Business Administration Graduated: 2017 GPA: 3.6

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