Remote Customer Support Specialist

YEMI ODEWALE

REMOTE CUSTOMER SUPPORT REPRESENTATIVE

Katy, TX 832-***-**** *****************@*****.***

PROFESSIONAL SUMMARY

Customer Service Specialist with 4+ years of experience supporting members, partners, and customers across diverse remote workforce solutions and complex service environments. Strong background in utilizing CRM systems, managing onboarding workflows, and executing account setup procedures. Recognized for maintaining high data accuracy, delivering effective communication, troubleshooting support platforms, and optimizing customer experiences for established national brands. CORE SKILLS

• Remote Customer Support & Service • First Call Resolution (FCR)

• CRM Systems (Salesforce, EMR/EHR) • Reporting & Technical Documentation

• Account Setup & User Onboarding • Conflict Resolution & Escalation

• SaaS Support & Troubleshooting • Quality & Adherence Management EXPERIENCE

Team Lead — Maximus Aug 2025 – Present

Maintained a 92% First Call Resolution (FCR) rate and a 96% Quality Assurance (QA) score while supervising complex client support activities.

Managed 70+ daily customer interactions, prioritizing timely resolutions and maintaining operational productivity metrics.

Ensured team and individual schedule adherence remained consistently above 95%. Accurately documented sensitive client interactions, user profiles, and operational updates within administrative CRM systems.

Customer Service Representative — Maximus Oct 2023 – Aug 2025 Delivered a 94%+ customer satisfaction rating by providing empathetic and high-quality remote support services.

Achieved a 96% internal audit score by adhering strictly to program guidelines, procedures, and service delivery standards.

Supported onboarding, account verification, and user access processes for complex administrative accounts.

Handled high-volume inbound inquiries across multi-channel frameworks including telephone, email, and live chat platforms.

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Customer Experience Specialist — Teleperformance (Bank of America) Feb 2023 – Aug 2023 Exceeded benchmark key performance indicators (KPIs), achieving a 95% CSAT score and a 97% QA evaluation standing.

Processed complex customer account updates and profile modifications with high attention to detail and zero data discrepancies.

Resolved customer inquiries regarding intricate healthcare financial plans, claims status, and program inquiries under strict service standard restrictions. EDUCATION

B.Sc. Cell Biology & Genetics — University of Lagos 2024 High School Diploma — De Glorious College 2008

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