Customer Service Representative

ILOBEKEMHEN MERCY IDEHEN

Customer Service Representative

Remote *************@*****.*** 404-***-**** LinkedIn: linkedin.com/in/ilobekemhen-idehen-5219b3218

Professional Summary

Passionate Customer Service Representative with over 7 years of experience delivering high-quality customer care and support. Skilled in handling escalations, resolving complex claims, and ensuring first-call resolution while maintaining strong client relations. Proficient in call center operations, performance monitoring, and KPI tracking to drive continuous improvement and quality assurance. Experienced in claims processing, identity verification, and maintaining accurate service

documentation. Highly computer literate with 7 years of MS Office expertise and practical knowledge of AWS and MS Teams. Recognized for effective communication, teamwork, and the ability to apply urgency in resolving customer issues.

Core Competencies & Tools

•Customer Service & Client Relations Escalation Handling First Call Resolution (FCR)

•Call Center Operations

•Claims Processing Identity Verification

•Performance Monitoring KPI Tracking Quality Assurance (QA)

•MS Office – 7 years experience

•AWS, MS Teams

Professional Experience

Accenture – Remote

Customer Service Representative Sep 2021 – Sep 2025

–Processed 100+ benefit claims weekly, including federal pandemic extensions, adhering to stateprotocols.

–Managed account and payment inquiries with 98% accuracy rating.

–Conducted identity verification through document review and scheduled verification calls.

–Investigated and resolved 50+ fraudulent claims monthly, guiding claimants through resolution steps.

–Ensured compliance with fraud prevention procedures and protocols.

–Passionate about providing the highest quality customer care.

–Worked independently and as part of a team.

–Resolved customer issues and applied the appropriate sense of urgency.

–Effectively communicated feedback and presented observations, trends and recommendations topeers and management staff.

–Maintained customer service documentation, records, job aids, and policy and procedures.

–Resolved grievances and complaints received through Customer Service, responded when needed totelephone and written inquiries, and initiated steps to assist callers regarding issues relating to the content or interpretation of benefits, policies and procedures, provider contracts, and adjudication of claims.

TTEC – Remote

Customer Service Representative Apr 2019 – Sep 2021

–Provided Bank of America prepaid card support, resolving 50+ account issues daily.

–Verified customer identity, cleared account blocks, and maintained security compliance.

–Handled high call volumes (80+ calls per day) while delivering consistent, quality service.

–Escalated unresolved cases to the appropriate departments for timely resolution.

–Documented interactions accurately in CRM systems, ensuring smooth customer follow-up.

Education

Bachelor of Science in Accounting and Finance

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