Customer Support Specialist with 8+ Years Experience

Joshau Efienokwu

Customer Support Specialist Customer Service Representative

Texas Remote 469-***-**** *****************@*****.*** PROFESSIONAL SUMMARY

Customer Support Specialist with 8+ years of experience providing exceptional customer service, inbound call handling, remote assistance, ticket management, escalation support, and technical troubleshooting in fast-paced environments. Demonstrated ability to manage high-volume customer interactions, accurately document cases, resolve issues efficiently, and deliver a professional, customer-focused experience. Experienced in member support, billing inquiries, account management, help desk operations, complaint resolution, and collaborating with cross-functional teams to improve service delivery. Strong understanding of healthcare terminology, HIPAA-compliant customer interactions, quality assurance processes, and customer satisfaction best practices.

CORE COMPETENCIES

Customer Service Call Center Operations Inbound Calls Outbound Follow Up First Call Resolution Member Services Billing Inquiries Account Maintenance Escalation Management Complaint Resolution Service Recovery Ticket Queue Management Incident Tracking Help Desk Support Technical Troubleshooting Password Reset Support Case Documentation Data Entry Quality Assurance Customer Retention HIPAA Awareness Compliance CRM Systems Ticketing Systems Microsoft Word Microsoft Excel Microsoft PowerPoint Microsoft Access Cross Functional Collaboration CAREER HIGHLIGHTS

• 8 years of experience supporting customers across call center operations, remote support environments, and customer service functions.

• Skilled in handling inbound customer inquiries, achieving first-contact resolution, managing escalations, and maintaining accurate case and call documentation.

• Experienced in member support, billing inquiries, customer retention, service recovery, and delivering high-quality customer care experiences.

• Proficient in working across multiple systems simultaneously, managing ticket queues, and assisting customers through phone and email support channels.

• Recognized for strong communication skills, active listening, professionalism, and the ability to effectively manage high-volume customer interactions in fast-paced environments. PROFESSIONAL EXPERIENCE

Thomson Reuters

Remote Call Center Specialist December 2021 to Present

• Assisted customers with account updates, policy-related inquiries, and general service requests while maintaining professionalism and attention to detail.

• Handled challenging customer interactions using de-escalation techniques, active listening, and problem-solving skills to improve customer satisfaction and trust.

• Utilized multiple systems simultaneously to support callers, update account information, and complete real-time case documentation efficiently.

• Followed established service procedures and quality standards to support first-call resolution, accurate issue tracking, and timely follow-up activities.

• Collaborated with leadership, peers, and cross-functional departments to improve service outcomes and ensure complex customer concerns were resolved effectively.

• Consistently balanced productivity, service quality, and documentation accuracy while operating in a fast-paced customer support environment.

• Delivered high-quality inbound customer support in a remote call center environment, assisting customers with account inquiries, service-related concerns, follow-up requests, and issue resolution.

• Managed active customer cases and ticket queues to ensure timely responses, accurate case handling, and consistent service delivery.

• Maintained detailed and accurate documentation of customer interactions, resolutions, and account updates within internal systems and support platforms.

• Investigated customer issues, identified root causes, and coordinated with internal teams to resolve concerns or escalate cases appropriately.

KPMG

Customer Service Specialist I September 2018 to November 2021

• Provided first-level customer support for a high volume of inquiries related to service issues, account questions, product assistance, and general troubleshooting.

• Responded promptly to customer contacts, identified customer needs efficiently, and worked toward achieving first-call resolution whenever possible.

• Resolved customer concerns and complaints by researching account information, utilizing internal resources, and applying company policies and procedures accurately.

• Maintained detailed documentation of customer interactions, troubleshooting activities, and case resolutions to support accurate records and effective follow-up.

• Escalated unresolved or complex cases to the appropriate departments while ensuring all relevant information and documentation were clearly communicated.

• Assisted customers with account maintenance, service requests, and general support inquiries while delivering a professional and customer-focused experience.

• Supported operational activities including data entry, record management, account updates, and documentation review with strong attention to accuracy and detail.

• Worked closely with internal teams and supervisors to resolve service-related issues, improve response times, and enhance overall customer satisfaction.

• Participated in team meetings, coaching sessions, and performance reviews to strengthen service quality, consistency, and call-handling effectiveness.

• Demonstrated strong written and verbal communication skills while managing multiple priorities in a fast- paced customer support environment.

INDUSTRY KNOWLEDGE

Member Services Support Billing and Account Inquiries Claims and Authorization Terminology Awareness Copays and Deductibles Familiarity Healthcare Coverage Support Language HIPAA Conscious Handling of Sensitive Information Customer Privacy and Confidentiality Service Recovery Procedures Quality Assurance Standards Escalation and Resolution Workflows TOOLS AND SYSTEMS

CRM Platforms Ticketing Systems Remote Support Tools Phone Support Systems Email Support Tools Microsoft Office Microsoft Word Microsoft Excel Microsoft PowerPoint Microsoft Access Multi System Navigation Data Entry Systems Case Tracking Tools Incident Documentation Systems EDUCATION

Bachelor of Science in Computer Science 2006 to 2010

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