Customer Service Quality Assurance
Resume:
Armstrong Agbortabi
Experience
Educational Background
University of Alabama
Sep 2015 - Oct 2019
Skills
Contact
Customer Service Professional with over 5 years of experience delivering efficient, high-quality support, resolving complex inquiries, and driving customer satisfaction and retention. Expertise in advanced problem-solving, conflict resolution, and leveraging CRM platforms including Salesforce and Zendesk to streamline service delivery. Recognized for exceptional communication skills, empathy, and a customer-centric approach that consistently exceeds performance metrics and fosters long-term client relationships.
Nov 2019 - Dec 2020
Assisted customers with product inquiries, order status updates, and returns via phone, chat, and email, delivering prompt and professional service. Resolved customer complaints by providing timely, effective solutions, ensuring high satisfaction and retention.
Processed refunds, exchanges, and order modifications in compliance with company policies and procedures.
Maintained accurate documentation of all customer interactions, transactions, and issues to support future reference and quality assurance. Jan 2021 - Feb 2023
Responded to customer inquiries via phone, email, and online channels with professionalism, courtesy, and adherence to service level agreements (SLAs). Accurately documented all customer interactions, issues, and resolutions in CRM systems for tracking and follow-up.
Researched customer concerns and provided accurate, thorough information to resolve inquiries efficiently and effectively.
Initiated account adjustments or escalated complex issues to appropriate departments, ensuring timely resolution and customer satisfaction. Mar 2023 - Aug 2025
Provided inbound healthcare support including insurance verification, patient scheduling, and benefit inquiries, ensuring first-call resolution and full HIPAA/regulatory compliance.
Negotiated payment arrangements with patients using clear, professional communication to improve payment completion rates. Processed patient payments via multiple channels, including checks, electronic transfers, and credit cards.
Collaborated with cross-functional teams to resolve complex issues such as claims processing, provider searches, and enrollment discrepancies, enhancing patient satisfaction and operational efficiency.
Houston, Texas
**************@*******.***
Excellent Communication
Active Listening
Problem-Solving
Empathy
Time Management
Confidentiality
Payment Processing
HIPAA Knowledge
Technical Troubleshooting
Insurance Verification
Patience
Data Entry & Management
Medical Terminology
Multitasking
Attention to Detail
Claims Processing
Adaptability
Compliance
First-Call Resolution
Phone Etiquette
Team Collaboration
Customer Relationship
Management (CRM)
Call Center Operations
Process Improvement
Customer Retention
Ticketing Systems
Microsoft Office Suite (Word,
Excel, Outlook)
VoIP Systems
EHR Software Proficiency
(Epic, Cerner)
CRM Software (Salesforce,
Zendesk)
VPN Usage Knowledge
Call Center Software (Five9,
RingCentral)
Remote Collaboration Tools
(Zoom, Microsoft Teams)
Freshdesk
Google Workspace (Docs,
Sheets, etc.)
Customer Service Rep, Spectraforce
Economics, BA
Customer Service Associate, Anthology
Remote Customer Service Rep, Globe Life Insurance
CSR Skills
Technical Skills
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