Customer Service Representative

Demi Adeboye

*.*********@*****.*** • 214-***-**** • Dallas, Tx

Customer-focused and solutions-driven Customer Service Representative with 4+ years of experience delivering high-impact support in fast-paced healthcare and service environments. Adept in resolving complex inquiries, de-escalating sensitive issues, and fostering long-term customer relationships. Proven ability to meet performance metrics, maintain PPI compliance, and contribute to service excellence. Equipped with strong communication, critical thinking, and multitasking skills.

Areas of Expertise

●Customer Service & Member Support

●Healthcare Claims & Benefits Knowledge

●Call Center Operations

●Complaint Resolution & De-escalation

●CRM Systems (Salesforce, Zendesk)

●First Call Resolution (FCR)

●HIPAA & Personal Protected Information (PPI) Compliance

●Multichannel Communication (Phone, Email, Chat)

●Documentation & Call Logging

●Problem Solving & Analytical Thinking

●Team Collaboration & Cross-Functional Support

●Time Management & Multitasking

Technical Skills

●CRM Platforms: Salesforce, Zendesk

●Productivity Tools: Microsoft Office Suite (Excel, Word, PowerPoint)

●Communication Tools: Email Management Systems, VoIP Phone Systems, Live Chat Software

●Data Handling: Call Logging, Ticketing Systems, Customer Interaction Documentation

●Quality Assurance Tools: Evaluation Scorecards, Performance Monitoring

●Scheduling Tools: Basic Crew Scheduling Knowledge (plus)

●Problem-Solving Resources: Internal Knowledge Bases, SOP Navigation

●Remote Work Tools: VPN, Secure Access Portals, Slack, Microsoft Teams (or equivalents)

Professional Experience

Texas Orthopaedics and Spine Associates

Feb 2024 – Present

Support Executive

●Delivered prompt and professional support to patients and clients across phone, email, and chat platforms, achieving a 70% resolution rate on first contact.

●Played a key role in reducing customer churn by 15% through proactive outreach and customized support strategies tailored to patient needs.

●Increased customer satisfaction scores by 22% by introducing an enhanced feedback mechanism, analyzing trends, and addressing recurring concerns.

●Partnered with clinical, billing, and administrative teams to resolve customer issues efficiently, contributing to a smoother patient experience and improved internal workflow.

●Developed and maintained comprehensive Success Plans for key clients, aligning service delivery with long-term organizational goals.

●Provided mentorship and best practice training to new support team members, fostering a culture of knowledge sharing and continuous learning.

St Mary General Jun 2020 – Feb 2022

Customer Support Representative

●Served as the first point of contact for patients, addressing inquiries and concerns with professionalism, compassion, and efficiency.

●Logged all interactions meticulously, enabling follow-up, quality assurance, and continuous service improvement.

●Assisted supervisors and senior team members with administrative and operational support, contributing to project coordination and departmental goals.

●Proactively built rapport with patients and clients, ensuring continued engagement and satisfaction with healthcare services.

●Provided detailed explanations of procedures, appointments, and account information, helping patients navigate complex systems with ease.

●Supported internal communication efforts by coordinating information across departments to ensure consistency in patient messaging.

Vitality Health Mar 2022 – Jan 2024

Customer Service Specialist

●Managed a high volume of inbound and outbound interactions daily, responding to inquiries with professionalism and empathy across phone, email, and live chat.

●Clarified complex policy and service details for patients, helping them make informed decisions while reinforcing trust and transparency.

●Resolved escalated customer complaints quickly and effectively, using critical thinking and cross-departmental collaboration to achieve positive outcomes.

●Maintained detailed records of all customer communications and updated CRM systems with accurate information to ensure continuity in service.

●Contributed to monthly reporting by identifying service trends and providing insights that informed team training and process improvement.

●Took initiative in researching customer concerns using internal databases, policies, and knowledge bases to ensure fast and accurate responses.

Education

Bachelor of Science in Urban and Regional Planning – 2012

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