Customer Service Specialist with 90% FCR and Multichannel Support

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 ProcessingOladipo Oseni

Houston, TX Remote Email: ***********@*****.*** Phone: +1-281-***-**** Professional Summary

Customer Service Representative with over 3 years of experience in call center and e-commerce environments. Skilled in handling high call volumes, resolving customer issues efficiently, and maintaining a 90% first-contact resolution rate. Proficient in using PureCloud, NC3, Zendesk and HubSpot to deliver responsive and accurate service. Known for empathy, active listening, and problem-solving skills that strengthen customer satisfaction and loyalty.

Professional Experience

Customer Service Representative

Newegg Inc. – Houston, TX: June 2022 – Present

• Proven success managing high volume inbound and outbound calls with a 90% first contact resolution rate.

• Skilled in Customer Relationship Management (CRM), patient/client/customer support, order processing, technical assistance, and conflict resolution.

• Experienced in documenting and tracking interactions using cloud based systems (PureCloud, NC3) to ensure accuracy and compliance.

• Adept at collaborating with supervisors and cross functional teams to resolve complex inquiries across medical, financial, and retail environments.

• Strong communication, active listening, and problem solving abilities that drive satisfaction, retention, and loyalty.

• Demonstrated adaptability across healthcare, finance, and sales/retail industries.

• Managed inbound and outbound customer calls for a major retailer specializing in computer parts, peripherals, and electronics.

• Handled an average of 95 daily interactions while maintaining a 90% first contact resolution rate.

• Documented and tracked inquiries using PureCloud and NC3 cloud based systems to ensure compliance and accuracy.

• Collaborated with supervisors and support teams to resolve complex technical and order related issues.

• Contributed to improved satisfaction scores through professional communication, empathy, and timely resolution.

Education

High school diploma

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, Genesis) 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 Listening Problem Solving Empathy Communication Multitasking Team Collaboration

Time Management Remote Support First Contact Resolution & Issue Escalation Order Processing, Billing & Technical Troubleshooting Documentation Accuracy, Compliance & Record Management, Cross Functional Team Collaboration Conflict Resolution & Problem Solving Customer Satisfaction Retention & Loyalty Professional Communication & Active Listening Teams Microsoft Office Suite Excel Word Outlook. Customer Support Call Handling Complaint Resolution Active Listening Problem Solving Empathy Communication Multitasking Team Collaboration Time Management Remote Support First Contact Resolution & Issue Escalation Order Processing, Billing & Technical Troubleshooting Documentation Accuracy, Compliance

& Record Management, Cross Functional Team Collaboration Conflict Resolution & Problem Solving Customer Satisfaction Retention & Loyalty Professional Communication & Active Listening Teams Microsoft Office Suite Excel Word Outlook.

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