Customer Service Expert for Healthcare & Tech Support
Resume:
CONTACT
SKILLS
LANGUAGES
*******************@*****.***
Red Stone Court, Durham,
North Carolina, 27703
Customer Support & Service
Active Listening
Strong Communication
Problem-Solving
De-escalation
Healthcare Knowledge & Patient
Services
Scheduling & Appointment
Coordination
VMware, Genesys Phone System,
Speech Miner, Ship Mode
Calculator
Microsoft Office (Word, Excel,
Outlook) & Google Workspace
Data Entry & Record-Keeping
Time Management
Organizational Skills
Emotional Intelligence
Professionalism
Phone Etiquette
Multi-Channel Communication
English (Fluent)
French (Fluent)
RAPHAELTA MASANGO
CUSTOMER SERVICE EXPERT
WORK EXPERIENCE
EDUCATION
PROFILE
I am a dedicated, customer-focused professional with extensive experience in high-volume service environments. Known for resolving issues quickly, empathetically, and with a calm, professional demeanor, I consistently exceed performance expectations while building trust and positive customer relationships. Skilled in effective communication, problem-solving, conflict resolution, and CRM systems, I thrive in fast-paced, multi-channel support settings. I am passionate about delivering exceptional service, enhancing customer satisfaction, and contributing to long-term brand loyalty. IHealth Works LLC MARCH 2021 TO JUNE 2025
Customer Service Specialist (HealthCare)
Omni Interactions, Inc OCT 2019 to JUNE 2022
Customer Service Representative (Tech Support)
Managed high volumes of inbound and outbound patient calls through Genesys to assist with inquiries, concerns, medication delivery requests, and doctor’s appointment scheduling while maintaining a warm, patient- centered approach.
Ensured every interaction complied with HIPAA privacy standards, safeguarding patient information and maintaining the highest level of confidentiality.
Utilized VMware systems to access patient records, coordinate services, and support accurate medication delivery and appointment management. Provided clear, compassionate guidance to patients regarding healthcare plans, available services, medication instructions, and scheduling needs to ensure comfort and understanding.
Maintained accurate, secure, and compliant documentation of all patient interactions while proactively identifying ways to enhance patient satisfaction and streamline their care experience. Handled high volumes of inbound and outbound calls, emails, and chats, assisting customers with inquiries, concerns, and technical issues while maintaining a courteous and professional demeanor. Served as the first point of contact, guiding customers step-by-step through troubleshooting processes for software, hardware, and connectivity issues. Assisted customers with setting up applications and systems, educating them on proper use and features to ensure a smooth experience. Investigated, diagnosed, and resolved technical issues, escalating complex cases as needed to ensure timely and effective support. Maintained accurate and detailed records of all customer interactions, issues, and resolutions while proactively identifying ways to improve customer satisfaction and loyalty.
University of Buea SEPT 2016 - DEC 2019
Healthcare Administration
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