Customer Service Specialist with Volt Experience

Sandra Ojomo

****************@*****.*** / 770-***-****

PROFESSIONAL SUMMARY

Customer Service Representative with experience supporting clients through high volume phone, email, and chat interactions. Skilled in resolving complex customer issues, navigating multiple systems, and delivering clear, accurate information in fast paced environments. Known for maintaining professionalism under pressure, meeting performance metrics, and providing empathetic, solution focused support. Demonstrates strong technical aptitude, quick learning of new platforms, and consistent commitment to creating a positive customer experience while representing Volt’s standards of service and reliability. Professional Experience

Volt - Customer Service Representative 01/2021-Present

● Managed 100+ customer inquiries and service requests monthly, delivering timely resolutions that prevented service disruptions and ensured a smooth customer experience.

● Provided clear, real time updates to customers regarding case status and next steps, achieving a 95% customer satisfaction rating through consistent communication and follow through.

● Took full ownership of high priority customer issues by identifying risks early and escalating cases nearing SLA deadlines, maintaining 100% compliance with Volt’s service level standards.

● Delivered weekly updates on unresolved customer concerns, increasing transparency for leadership and helping prioritize high impact service issues.

● Provides accurate information, troubleshooting, and issue resolution for customer inquiries, account questions, and service concerns.

● Documents all customer interactions in CRM and ticketing systems with complete accuracy and compliance,Follows client specific procedures, scripts, and quality standards to ensure consistent service delivery.

● Escalates complex or high risk issues to the appropriate teams while maintaining full ownership of the customer’s case.

● Meets or exceeds performance metrics such as quality scores, adherence, productivity, and first contact resolution.

● De escalates frustrated customers using professional communication, empathy, and problem solving skills.

● Supports multiple client accounts by quickly learning new tools, systems, and workflows.

● Collaborates with supervisors and team leads to address recurring issues and improve service processes.

● Ensures 100% compliance with Volt’s data handling, privacy, and documentation standards

. EDUCATION

High School Diploma

Customer Support Client Relations First Contact Resolution High Volume Call Handling Multichannel Communication (Phone, Email, Chat) Issue Resolution Problem Solving Conflict De escalation Active Listening Empathy & Professionalism Service Recovery Quality Assurance Customer Satisfaction (CSAT) Ticket Management Case Documentation Insurance Verification Prior Authorization HIPAA Compliance Medical Records Coordination Claims Processing Appointment Scheduling EMR/EHR Systems (Epic, Athena, Cerner) Provider Communication Eligibility & Benefits Review Medical Terminology Pharmacy Coordination Care Coordination Intake & Registration Billing Support Payment Processing Fraud Prevention Identity Verification KYC (Know Your Customer) Financial Compliance

Transaction Disputes Loan Servicing Escalation Management Risk Assessment Regulatory Adherence Data Accuracy Secure Information Handling EMR/EHR Platforms (Epic, Athena, e-Clinical Works) Call Center Software (Five9, NICE, Genesys) Ticketing Systems Knowledge Base Tools Microsoft Office Suite Data Entry & Documentation Workflow Optimization Adaptability Time Management Multitasking Attention to Detail Team Collaboration Critical Thinking Professional Demeanor Reliability Decision Making Patience Organization Accountability Dedicated Word Space Remote Customer Support Call Handling Complaint Resolution Active Lis

Contact this candidate