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