Customer Service Pro with Remote Multichannel Expertise
Resume:
TITILAYO ALABI
*****.***********@*****.***
Customer-focused and tech-savvy Customer Service Representative experienced in delivering high-volume, multi-channel support in remote environments. Proven ability to resolve complex customer issues across telecommunications, technology, financial services, and healthcare industries. Skilled in CRM systems, technical troubleshooting, and conflict resolution. Recognized for maintaining high customer satisfaction, improving first-call resolution, and ensuring regulatory compliance.
PROFESSIONAL EXPERIENCE
Customer Service Representative - Reach Unlimited Remote - June 2022 – Present
●Handling 150+ weekly customer interactions via phone, email, and live chat in a high-volume call center environment
●Maintaining a 98% customer satisfaction (CSAT) score by delivering efficient, customer-focused support
●Troubleshooting and resolving software and hardware issues, improving resolution time and service efficiency
●Increasing first-call resolution (FCR) through effective issue identification, ticket management, and escalation procedures
●De-escalating customer complaints and conflict situations, improving retention and customer experience
●Ensuring compliance with HIPAA, data privacy regulations, and company policies while handling sensitive information
●Documenting customer interactions accurately using CRM systems (Salesforce, Zendesk) and ticketing platforms
●Meeting and exceeding key performance indicators (KPIs), including response time, resolution rate, and quality assurance metrics
●Training and mentoring new employees, supporting onboarding and workforce development
●Adapting to new technologies, systems, and workflows in remote and fast-paced environments
EDUCATION
High School Diploma
ustomer 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
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