Results-Driven Customer Service Specialist

Adewale Saliu

Customer Service Representative

Results-driven Customer Service Representative with a track record of exceeding expectations. Proven expertise in problem- solving, effective communication, adaptability, multi-tasking, time management and customer satisfaction. Skilled in handling diverse inquiries and building strong customer relationships through empathy. Committed to achieving service excellence and contributing positively to team success. WORK EXPERIENCE

Health Advocate • Remote • 12/2023 - Present

Sr. Customer Service Advocate

• Respond to customer requests for products, services, and company information.

• Utilize customer service software to manage interactions and track customer satisfaction.

• Demonstrate expertise in product discussions, staying educated on updates and enhancements aligned with release dates.

• Partner with providers and payers to resolve care-related questions and barriers.

• Manage inbound and outbound customer calls/emails, providing prompt and efficient resolution to customer inquiries on products.

• Resolved customer complaints with empathy, resulting in increased loyalty and achieved average customer satisfaction rate of 95%, recognized, through positive customer feedback.

• Professionally handled high call volume of qualified Medicare participants. Performed enrollment/did enrollment, benefits investigation, billing and claims maintaining a professional demeanor and prioritizing customers' needs.

• Respond to customer inquiries promptly and accurately using Salesforce CRM applications. Maintain accurate records of customer interactions, ensuring seamless follow-up when needed.

• Ensure compliance with data protection regulations and policies, identifying risks implementing security protocols to safeguard sensitive information.

• Investigate and resolve customer inquiries, and complaints quickly.

• Meet customer call guidelines for service levels, handle time and productivity.

• Maintain in-depth knowledge of products/services to provide accurate and detailed information to customers.

• Implement strategies to retain customers and reduce churn, such as loyalty programs or personalized outreach.

• Exceed performance metrics consistently, earning recognition as a top performer within the team. Optum Inc. • Remote • 05/2018 - 11/2023

Customer Service Representative

• Mastered contact center processes and procedures, expertly addressing customer inquiries and resolving issues efficiently.

• Partnered with cross-functional teams to swiftly resolve consumer inquiries and provide application support. Suggested functionality enhancements, boosting customer satisfaction by 10% and increasing product adoption.

• Adhere to company policies, PHI/PI guidelines, and applicable laws, escalating issues to clinical or technical teams as needed.

• Accurately documented call details logs for future reference, ensuring seamless follow-up.

• Led training sessions and coaching initiatives to upskill team members. Provided constructive feedback to 17 agents, resulting in call quality improvement to 88%+.

Plainfield, Indiana • 317-***-**** • ***************@*****.***

• Delivered data-driven insights to the internal product development team, directly contributing to the successful launch of 14 product enhancements within one year.

• Maintained precise customer interaction records, streamlining follow-up procedures. EDUCATION

Bachelor of Science Business Administration

University of The Cumberlands • Williamsburg, KY • 05/2022 SKILLS

• Call Routing

• Call Volume and Quality Metrics

• Claims Management

• Client Care service

• Customer Escalations

• Document and Records Management

• Empathetic and customer-focused

approach

• Enterprise Resource Planning (ERP)

systems,Ms Office,Excel and

database systems.

• HIPAA Compliance

• International sales support

• Live chat support

• Problem Resolution

• Proficient in CRM software and

ticketing system

• Service standard compliance

• Strategic sales knowledge

• Technical Support

TECHNOLOGIES

• Ava

• Avaya

• Genesys

• Google Suite

• Microsoft Teams

• Salesforce

• SAP

• ServiceNow

• Slack

• Talkdesk

• UKG

• WebEx

• Zendesk

• Zoho Desk

• Zoom

Contact this candidate