Results-Driven Customer Service Professional
Resume:
Experience
MUYIWA
OLUKOGA
Houston, TX
********@*****.***
Professional Summary
Results-driven customer service expert with diverse experience across telecommunication, technology, financial services, and healthcare industries. Skilled in addressing complex customer concerns with a positive attitude and effective solutions. Adept in technical support, time management, and conflict resolution, while maintaining attention to detail and adapting to changing environments. Focused on enhancing customer satisfaction and delivering exceptional service with strong product knowledge.
Key Skills
Customer Support & Relationship Management
Technical Troubleshooting & Issue Resolution
Order Processing & Sales Quotation
CRM & Salesforce Expertise
G-Suite & Business Software Proficiency
Multitasking & Time Management
Communication & Problem-Solving
Compliance & Quality Management
Salesforce CRM
Software and Hardware
Telecommunication
Financial Services
Attention to Details
Data Analysis & Reporting
Customer Support Software
Healthcare
Customer Service Representative
USAA - Remote
June 2023 - Current
●Resolved 95–100% of customer inquiries on first contact, leading to a 50% reduction in escalations and a 40% improvement in overall customer satisfaction (CSAT/NPS).
●Managed 80+ customer interactions daily across multiple channels (phone, email, live chat, and customer portals), consistently maintaining an average response time of under 2 minutes while providing high-quality, empathetic support.
●Troubleshoot and resolve complex account, billing, and access issues, improving issue resolution efficiency by 50% and ensuring timely access to products and services.
●Processed account updates, orders, returns, service requests, and authorizations with 100% accuracy, delivering a seamless customer experience and ensuring strict compliance with company policies.
●Utilized CRM systems (Salesforce, Zendesk, Epic, Athena) to track customer interactions, identify service trends, and drive proactive outreach, resulting in a 50% increase in customer retention and repeat engagement.
●Educated customers on product features, online tools, and billing processes, reducing repeat inquiries by 50% and boosting customer self-service adoption.
●De-escalated urgent or sensitive customer concerns with empathy, contributing to a 40% improvement in customer satisfaction scores (CSAT/NPS) and building stronger customer trust and loyalty.
●Collaborated cross-functionally with internal teams to ensure 100% SLA compliance, guaranteeing timely resolution of customer issues and continuous improvement in customer service workflows.
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, 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.
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