Senior Customer Service & Onboarding Specialist

TOSIN WILLIAMS

Carteret, New Jersey 973-***-**** ***************@*****.***

PROFESSIONAL SUMMARY

Customer service specialist with 8+ years of experience in healthcare and residential services, skilled in Salesforce, Zendesk, Google Workspace, and Zoom. Proven ability to manage candidate and client pipelines, guide new members through remote onboarding, and maintain strict compliance with HIPAA and company policies. Highly organized communicator adept at coordinating cross-functional teams and resolving inquiries across phone, SMS, and email to enhance operational efficiency.

CORE SKILLS

•Communication Skills: Fluent, professional-level English (spoken & written), Verbal Communication, Written Communication, Cross-functional collaboration with technical, billing, and operations teams

•Recruitment & Onboarding: Remote Onboarding, Candidate Engagement

•Customer Support & Service: Customer support via chat, phone, and email (8+ years), Ticket management, case documentation

•Technical & Tools: CRM tools: Zendesk, Salesforce, internal case management platforms, Google Workspace (Docs, Sheets, Gmail, Drive), workflow tracking

•Operational & Compliance: Problem-solving and critical thinking under pressure, Process improvement & trend monitoring, HIPAA compliance and data accuracy

PROFESSIONAL EXPERIENCE

ICON Plc, Remote, United States Jun 2023 – Jan 2026

Lead Customer Service Specialist

Provide direct support to residents, homeowners, and board members via phone, email, and online portals, resolving inquiries related to assessments, maintenance requests, community policies, and account management.

•Utilize CRM platforms (Salesforce and proprietary systems) to manage tickets, document interactions, ensure accurate resident records, and maintain clear written communication.

•Coordinate with property managers, maintenance staff, and vendors to facilitate timely resolution of service requests and community issues.

•Educate residents on association rules, payment options, and digital tools using clear verbal communication to improve engagement and streamline communication.

•Supervise and mentor team members, ensuring adherence to service-level agreements (SLAs), quality standards, and response time expectations.

•Monitor and analyze recurring resident concerns, escalating trends to leadership and recommending process improvements.

•Support annual meetings, community events, and board initiatives by providing communication assistance and handling resident inquiries.

•Maintain compliance with association bylaws, fair housing regulations, and company policies while delivering empathetic and professional service.

PPD, Remote, United States Apr 2021 - Jan 2023

Customer Service Specialist

Supported healthcare professionals and members with claims, benefits, coverage, and account inquiries.

•Used Salesforce and Google Workspace to log cases, update records, and ensure thorough documentation.

•Handled sensitive and confidential patient information in strict compliance with healthcare data protection regulations (e.g., HIPAA or local privacy laws.

•Verified patient demographics, insurance eligibility, and benefits (including HMOs/NHIS), reducing claim rejections and billing errors by up to 20%.

•Assisted patients with medical billing inquiries, clearly explaining charges, co-payments, coverage limits, and payment plans to improve transparency and trust.

•Resolved patient complaints and service issues with empathy and professionalism, achieving a 90%+ first-contact resolution rate and minimizing escalations.

•Maintained and updated accurate patient records in Electronic Health Record (EHR) systems, ensuring full compliance with healthcare documentation standards and confidentiality policies.

•Processed payments, refunds, and account updates with a high level of accuracy, supporting revenue cycle efficiency and financial accountability.

•Collaborated closely with physicians, nurses, laboratory staff, and administrative teams to ensure seamless communication and continuity of patient care.

•Led remote onboarding for new members via Zoom and email, explaining workflows, benefits, and platform features, enhancing candidate engagement.

•Applied judgment to escalate complex cases only when necessary, following workflows and adapting as needed, while maintaining professional verbal communication.

Alpha Clinical Development Ltd., New Jersey, United States Mar 2019 – Mar 2021

Customer Service Specialist

Provided fast, empathetic customer support via chat, phone, and email, handling order issues, payment disputes, and platform navigation questions.

•Managed 50–80+ high-volume inbound and outbound customer interactions daily via phone, email, live chat, and CRM ticketing systems, consistently meeting service-level agreements (SLAs).

•Delivered prompt, professional, and customer-centric support, serving as the first point of contact for inquiries related to products, services, billing, and account management.

•Achieved up to 90% First Call Resolution (FCR) by effectively diagnosing customer concerns, troubleshooting issues, and providing accurate, timely solutions.

•Maintained a Customer Satisfaction (CSAT) score of 95%+ through empathetic communication, active listening, and a solution-driven approach.

•Documented 100% of customer interactions in CRM platforms (e.g., Salesforce, Zendesk, HubSpot), ensuring accurate case tracking, follow-ups, and audit compliance.

•Processed a wide range of transactions including orders, cancellations, refunds, returns, and account updates with 98–100% accuracy.

•Reduced Average Handle Time (AHT) by 15% by streamlining workflows, utilizing knowledge bases, and improving call control techniques without compromising service quality.

•Navigated multiple systems simultaneously (CRM, billing platforms, knowledge bases) to efficiently resolve issues and provide real-time support.

•Investigated and resolved complex customer complaints, coordinating with technical, billing, and operations teams to ensure timely resolution.

EDUCATION

Bachelor’s Degree – Arts and Sciences

Rutgers University, New Brunswick

Associate’s Degree – Social Sciences

Essex County College

CERTIFICATIONS

Salesforce CRM Certification

Zendesk Certification

HIPAA Compliance & Medical Terminology

Medical Billing and Coding Certification (AAPC)

Customer Service Excellence Certification

Leadership & Team Management Training

LANGUAGES

•English (Fluent)

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