Customer Service Representative
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CUSTOMER SERVICE REPRESENTATIVE
Oluwateniola Talabi
PROFESSIONAL SUMMARY
Experienced and dedicated Customer Service Representative with 7 years of proven success in handling customer inquiries, resolving complaints, and providing exceptional support across various industries. Skilled in communication, conflict resolution, and building strong client relationships. Known for maintaining high customer satisfaction and retention through empathy, efficiency, and attention to detail. Proficient in CRM systems and committed to continuous improvement and team collaboration.
EDUCATION
Bachelor of Science in Information system
EXPERIENCE
Cox Complete Care – Technical Support Representative WFH Phoenix, AZ 2022 – 2025
Delivered front-line support for internet, TV, and phone services for residential customers. Diagnosed and resolved a wide range of technical issues, including connectivity problems, equipment setup, and service outages.
Maintained accurate records of all customer interactions in the CRM system, ensuring continuity and service tracking.
Educated customers on best practices for device use, security, and self-service tools. Key Achievements:
Earned multiple positive customer feedback reports for outstanding patience and problem-solving.
Participated in pilot program to test and implement new support protocols, resulting in improved first-call resolution rates.
McKesson – Prior Authorization Specialist
Remote 2019-2022
Manage high volumes of inbound and outbound calls related to prior authorizations for medications and medical procedures.
Collaborate with healthcare providers, insurance companies, and patients to obtain and verify clinical documentation.
Utilize multiple systems (including EMR and pharmacy benefit platforms) to process requests accurately and in a timely manner.
Ensure compliance with HIPAA guidelines and internal standard operating procedures. Monitor case statuses, escalate urgent requests, and help streamline approval timelines to improve patient care outcomes.
MCDONALD’S – SHIFT MANAGER
DALLAS, TX 2017 – 2019
Oversaw daily shift operations including food preparation, staff supervision, and customer service. Trained new team members on company procedures, safety protocols, and customer service standards. Handled customer concerns and complaints with professionalism, ensuring quick resolution and satisfaction. Managed cash handling, inventory control, and shift reporting to ensure smooth operations Skills
Customer Service Excellence – Adept at managing high call volumes while maintaining a professional and friendly demeanor.
Healthcare Operations – Familiar with medical terminology, insurance guidelines, claims processes, and prior authorization workflows.
Technical Support – Proficient in troubleshooting hardware/software issues and explaining complex solutions in simple terms.
CRM & EMR Systems – Skilled in Salesforce, EPIC, Avaya, Genesys, and other platforms for tracking and managing cases.
Compliance & Confidentiality – Thorough understanding of HIPAA, CMS regulations, and best practices for handling sensitive information.
Team Leadership – Experience training and managing staff, handling scheduling, and driving performance in fast-paced environments.
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Certifications
HIPAA Compliance Training
Customer Service Excellence Certificate
Pharmacy Tech Certification (
IT Help Desk Support Fundamentals
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