Customer Support Specialist - 5+ Years

Ade Ogunmodede

Dallas, TX 469-***-**** ****************@*****.***

Professional Summary

Customer Support Specialist with 5+ years of experience managing high-volume inquiries across phone, email, and chat. Skilled in CRM platforms like Epic, Zendesk, and Jira Service Desk, with advanced Microsoft Office expertise. Known for empathetic communication, accurate documentation, and proactive issue resolution. Experienced collaborating with sales and cross-functional teams to elevate customer experience.

Core Skills

• Customer Support & Communication: Patient/Customer Communication (Phone, Email, Chat), Issue Resolution & Conflict De-escalation, Billing Support, Payments, Returns, and Account Updates, Customer Service Principles, Call Center Experience

• Technical & Documentation: CRM Systems: Epic, Cerner, Zendesk, Jira Service Desk, PHI-aware Documentation & Record-keeping, Telephony Knowledge

• Data Analysis & Reporting: Feedback Collection, Trend Analysis, and Reporting (Excel, PivotTables, VLOOKUP, Power Query)

• Cross-functional Collaboration: Cross-functional Collaboration (Ops, IT, Product)

• Office Applications: Advanced Microsoft Office skills (Word, Excel, PowerPoint, Outlook) with strong Excel analysis (PivotTables, Power Query)

Professional Experience

UTHealth Dallas Jan 2021 - Present

Customer Support Specialist Dallas, TX

• Respond to high-volume inquiries adhering to customer service principles with accurate, empathetic communication across channels; document interactions in Zendesk and Epic.

• Maintain expert product knowledge to guide customers and provide clear next steps; process orders, payments, and returns in alignment with policy.

• Capture recurring issues and share structured feedback to drive service and policy improvements, leveraging trend analysis in Excel to reduce repeat contacts and improve resolution times. Dallas Methodist Hospital Feb 2019 - Oct 2021

Customer Support Associate Dallas, TX

• Handled inbound/outbound calls and emails, utilizing telephony systems and call center experience to resolve account and service questions end-to-end; ensured timely, complete resolutions.

• Investigated root causes using CRM systems (Zendesk, Jira Service Desk); provided updates in plain language and verified understanding before closeout.

• Consolidated feedback trends and recommended process updates to reduce repeat issues and improve customer experience. Lewisville Medical Center Mar 2017 - Aug 2019

Customer Service Representative Dallas, TX

• Delivered frontline support for inquiries and complaints; documented interactions and outcomes to maintain accurate account records.

• Processed billing inquiries, payments, and account adjustments with a focus on accuracy and compliance.

• Partnered with internal teams to address service delays and improve turnaround times; consistently achieved high satisfaction ratings. Education

Joseph Ayo Babalola University

Bachelor of Science

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