Customer Service Representative
Resume:
ADEBIMPE FAMILONI
Professional Summary
Experienced Customer Service Representative with a strong track record in managing inbound calls, data entry, building customer relationships, and resolving conflicts. Friendly and dependable, acquired over 7 years of expertise in providing consultative support and customer recommendations. Effective in resolving issues and ensuring customer satisfaction through phone and face-to-face interactions.
Work History
McKesson - Customer Service Representative (Remote)
Phoenix, AZ 10/2023 - 02/2025
Handled inbound calls, providing detailed information on enrollment, benefits, and eligibility criteria to over 40 patients and healthcare providers daily.
Addressed patient and health care provider complaints with empathy, fostering loyalty and encouraging repeat business.
Ensured HIPAA compliance by obtaining three pieces of PHI before disclosing medical information.
Conducted warm transfers to supervisors, case managers, and support services for swift assistance.
Maintained accurate records of patient-provider interactions for effective follow-up.
Assisted patients in understanding Medicare and Medicaid eligibility requirements.
Reviewed patients’ documentation to verify accuracy and completeness of ICD-10 codes on the enrollment application.
Communicated with Copay and the billing team to clarify coding-related questions and ensure accurate claim submission.
Used approved internal applications for effective communication and team bonding.
Participated in training to enhance product knowledge and customer service skills.
ASSURANT - Service Representative
Lewisville, USA 09/2022 - 05/2023
Handled inquiries and transactions in a dynamic and high-volume environment while assisting over 30 to 40 customers daily.
Utilized authorized systems to gather information, provide details, and update records.
Offered standard information regarding service options related to cell phones and electronic recycling directives.
Made every reasonable effort to resolve customer issues, exploring all solutions before escalating queries.
Maintained confidentiality when managing sensitive information.
I identified new opportunities and made quality referrals to colleagues.
Demonstrated a strong code of ethics while adhering to and protecting client privacy.
Performed other related duties assigned, ensuring that information given to clients complied with electronic recycling laws and e-waste processes.
MERCATALYST - Line Lead (Batch Processing)
Carrollton, TX 06/2019 - 03/2022
Improved order accuracy by meticulously picking items according to the pick list and packing slip requirements.
Performed proper lifting and handling techniques to maintain a safe working environment.
Coached team members on job techniques, company procedures, and trained new ones in production processes and safety.
Conducted quality control inspections of products and compared them with documentation for accuracy before processing.
Assembled products according to changing daily work orders and specific customer needs.
Met production targets and tight deadlines by collaborating closely with team members.
Reduced downtime for machinery by conducting regular maintenance checks and addressing issues promptly.
ACCESS BANK PLC - Customer Service/Service Quality Officer
Lagos 09/2010 - 02/2016
Accounts maintenance and day-to-day operations by working effectively in a fast-paced environment.
I am skilled at working independently and collaboratively in a team environment.
Excellent communication skills, both verbal and written.
Attended to over 50 customers daily by providing relevant assistance tailored to their needs.
Managed a system for customer complaint identification and resolution.
Championed the adoption of new technologies for quality monitoring, enabling more accurate and timely data collection.
Ensured compliance with industry regulations and standards by maintaining up-to-date knowledge of best practices and participating in relevant training programs.
Enhanced customer satisfaction by addressing and resolving quality-related and service issues promptly.
********@*****.***
Princeton, TX 75407
Skills
Active listening
Call center experience
Customer service
Data entry/management
Effective communication
Effective time management
Effective multitasking
In-depth product knowledge
Proficient in Microsoft Office Suite
Regulatory adherence
Education
Obafemi Awolowo University
Ile Ife
Bachelor of Science: Psychology
Professional Highlights
Provided consultative support and strategic recommendations to help customers make informed decisions about products and services.
Delivering exceptional service and accurate information by building trust with patients and healthcare providers.
Recognized for teamwork and adaptability, which assisted branch management in gathering and analyzing vital data to drive business improvements.
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AF
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