Customer Service Representative with 4+ Years Experience
Resume:
Amin Ngosong
Customer Service Representative
GROVEPORT OHIO 43125
*************@*****.***
SUMMARY
With over four years of customer service experience, I have developed a passion for delivering exceptional support to customers. In my previous roles, I have consistently demonstrated strong communication and problem-solving skills, resolving complex customer complaints and concerns while maintaining a high level of customer satisfaction. I am dedicated to providing personalized support and ensuring that customers feel valued and supported. My experience has taught me the importance of active listening, empathy, and effective communication in resolving customer issues and building strong relationships. I am excited to bring my skills and experience to a new role and continue to deliver exceptional customer service.
SKILLS
● Proficient in CRM software and ticketing systems
● Empathetic and patient approach to customer
● Ability to work in a fast-paced and dynamic environment
● Excellent communication and interpersonal skills
● Strong problem-solving and analytical abilities
PROFESSIONAL EXPERIENCE
Customer Care Representative (Remote) Sentara (Contract) October 2024 – January 2026
● Assisted members with claims, benefits, eligibility, and coverage issues. ● Answer inbound calls from patients, members, and providers regarding appointments, billing, insurance coverage, referrals, and general healthcare inquiries.
● Verify insurance coverage and patient eligibility through Sentara systems and payer databases.
● Assisted participants in enrolling into healthcare plans
● Researched and resolved complex billing and claims problems.
● Achieved 97%+ satisfaction ratings and reduced complaints by 21%. Improved efficiency by 12% through workflow contributions. Customer Service Representative Ken Garff Automotive Group – Remote February 2022 - September 2024
● Responded to customer inquiries via phone, email, and chat, providing timely and accurate information about products and services.
● Resolved customer complaints and concerns in a professional and courteous manner. ● Provided support and guidance to customers regarding vehicle maintenance, repairs, and warranty issues.
● Utilized strong communication and interpersonal skills to build rapport with customers.
● Collaborated with internal teams to ensure seamless customer experiences. ● Documented customer interactions and feedback in the CRM system. Amin Ngosong
Customer Service Representative
● Stayed up-to-date on company products, services, and promotions.
● Met and exceeded customer satisfaction and first-call resolution targets. Customer Care Representative Aetna – Remote February 2020 – January 2022 ● Responded to member inquiries via calls, email, and mail, resolving issues related to claims, benefits, and coverage.
● Utilized knowledge of Aetna products and services to provide accurate and personalized support.
● Investigated and resolved complex issues, collaborating with internal teams. ● Conducted thorough research and analysis to resolve member complaints.
● Provided education and support to members on health insurance plans, benefits, and coverage.
● Documented all member interactions in the CRM system.
● Consistently met or exceeded customer satisfaction and quality standards.
● Utilized technology to research and resolve issues, document interactions, and communicate with members and internal teams.
ACHIEVEMENTS
● Consistently received high customer satisfaction ratings with a 97% and higher rating for the past year.
● Resolved complex issues, resulting in a 21% reduction in member complaints. ● Developed and implemented process improvements, resulting in a 12% increase in efficiency and productivity.
● Collaborated with internal teams to launch new initiatives, resulting in a 20% increase in member engagement.
EDUCATION
● BSC in Business Administration University of Buea October 2012 - July 2016 LANGUAGES
● English
● French
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