Customer Experience Lead with 8+ Years of Support Expertise

DUROJUWA OMAGHOMI

+1-323-***-**** *****************@*****.***

PROFILE

Customer Service professional with 8+ years of experience delivering high-quality support across inbound/outbound calls, email, chat, and CRM case management. Expertise in triage, de-escalation, and accurate documentation to ensure fast, compliant resolutions in high-volume, SLA-driven environments. Known for clear, empathetic communication and collaborating with internal teams to resolve escalations while coaching new representatives to maintain high satisfaction standards.

PROFESSIONAL EXPERIENCE

Scan health Feb 2025 - Apr 2026

Experience Specialist (Remote)

•Delivered high impact patient support across inbound/outbound calls, email, live chat, and social media, leveraging healthcare knowledge to resolve complex issues while maintaining a calm, professional tone.

•Managed a high daily interaction volume while consistently meeting quality, response time, and resolution metrics in a fast-paced, SLA-driven environment.

•Used CRM tools (Salesforce/Zendesk-style workflows) and system navigation to document cases with clear, audit-ready notes; ensured accurate categorization, tagging, and follow-ups to prevent repeat contacts.

•De-escalated difficult situations using empathy and structured problem solving, turning complaints into clear action plans and improving customer confidence in the process.

•Provided advanced support for sensitive or high priority cases, including account access issues, billing concerns, service disruptions, and medical device usage questions based on in-depth device knowledge.

•Supported onboarding and development of new representatives by sharing best practices, shadowing call reviews, and reinforcing documentation standards and customer communication guidelines.

•Maintained strong performance across key KPIs including CSAT, First Contact Resolution (FCR), Average Handle Time (AHT), adherence, and QA scores.

CVS Aug 2022 - Jan 2025

Senior customer service representative (Remote)

•Supervised and trained a team of 15 customer service representatives, achieving a 20% improvement in team performance metrics.

•Streamlined workflows in Salesforce, increasing customer issue resolution time by 30%.

•Managed 50+ customer interactions daily across multiple channels, maintaining an average satisfaction score of 95%.

•Reduced customer complaints by 15% by identifying root causes of recurring issues and implementing corrective actions.

•Successfully escalated and resolved 90% of high-priority customer cases on the first point of contact.

•Collaborated with internal departments to drive process improvements that increased efficiency by 25%.

•Collaborated with internal departments to drive process improvements and benefits investigation that increased efficiency by 25%.

•Implemented automated reminders in Salesforce, improving customer follow-up compliance by 35%.

•Implemented automated reminders in Salesforce and Microsoft Outlook, improving customer follow-up compliance by 35%.

•Provided performance feedback and guided career development for staff, resulting in three team members receiving promotions within 12 months.

•Achieved 100% compliance with HIPAA and company policies, safeguarding sensitive customer information.

•Documented detailed customer interactions in CRM with clear written communication, ensuring accuracy and compliance with regulations.

•Documented detailed customer interactions in CRM using Microsoft Word with clear written communication, ensuring accuracy and compliance with regulations.

•Established a continuous feedback loop from customers, resulting a 10% increase in customer retention.

•Delivered weekly reports to management, analyzing key performance metrics and customer trends to inform strategy.

Art-Sci Lab - Data Entry Jul 2019 - Aug 2022

Account Administrative Representative

•Entered and validated 2,000+ data records per week, maintaining a 99.9% accuracy rate.

•Improved internal database structures, increasing data retrieval efficiency by 25%.

•Tracked and maintained over 500 client accounts while ensuring data accuracy.

•Generated weekly reports for upper management identifying trends and key performance areas.

•Implemented a data validation process reducing errors by 12%.

•Assisted in transitioning to a cloud-based system, cutting data retrieval times in half.

•Coordinated with cross-functional teams to ensure consistency across all data systems.

•Streamlined data backup processes reducing system downtime.

•Led a project to automate data entry tasks reducing manual entry time by 20%.

•Provided administrative support across various departments.

•Prepared and maintained monthly reconciliations for client accounts.

•Trained new data entry staff increasing team efficiency by 15%.

•Developed procedures for cross-department data sharing.

•Provided data analysis insights that improved decision-making.

•Collaborated with IT to ensure optimal database performance.

Thanos Consulting

Customer Service Representative

•Delivered customer service through multiple channels ensuring timely issue resolution.

•Handled inquiries from 50+ customers daily.

•Resolved over 90% of inquiries on first contact.

•Provided troubleshooting assistance for software and product issues.

•Documented customer interactions in CRM for accurate tracking.

•Educated customers on product use, reducing complaints by 15%.

•Resolved complex issues with professionalism and empathy.

•Mentored new hires on company policies and best practices.

•Helped streamline troubleshooting processes reducing resolution time by 15%.

•Managed multiple customer requests simultaneously.

•Collaborated with technical teams to resolve software issues improving retention by 12%.

•Conducted follow-up calls achieving a 95% customer retention rate.

•Maintained knowledge of product updates reducing support requests by 20%.

•Participated in weekly meetings improving customer experience.

•Managed billing inquiries and resolved payment discrepancies.

EDUCATION

DePaul University

B.S., Computer Science

TOOLS & SOFTWARE

•Customer Service & Communication: Customer Service, Empathy, Listening Skills, English Proficiency, Typing Speed, Patient Support, Contact Center Operations

•CRM & Ticketing Tools: Salesforce, Zendesk, Freshdesk, ServiceNow, JIRA, HubSpot, RingCentral, Trello

•Tools & Technology: Microsoft Office Suite, Microsoft Outlook, Microsoft Word, Microsoft PowerPoint, Google Workspace, Slack, Zoom, Asana, System Navigation

•Data Analysis & Reporting: Power BI, Tableau, Google Analytics, SQL, Advanced Excel Office

•Healthcare & Insurance Knowledge: Healthcare Knowledge, Medical Devices Knowledge, Insurance Verification, Benefits Investigation, Reimbursement, Financial Counseling

CERTIFICATION & TRAINING

•Salesforce CRM Certification

•Zendesk Certification

•HIPAA Compliance & Medical Terminology

•Medical Billing and Coding Certification (AAPC)

•Customer Service Excellence Certification

•Leadership & Team Management Training

Mar 2017 - Jul 2019

2013 - 2018

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