Customer Support Specialist with Strong Product Insight
Resume:
Israel Makinde
***********@*****.***
Customer support professional with years of experience in personalized communication, loyalty programs, and revenue growth. Skilled in database management, problem-solving, and brand visibility. Passionate about building strong customer relationships.
Amazon CUSTOMER SUPPORT ASSOCIATE
Mar. 2023 – Present
● Supported an average of 90+ customers daily across telecommunications, technology, financial services, and healthcare, achieving a 95% customer satisfaction rating through prompt issue resolution.
● Identified and troubleshot software, hardware, and connectivity issues, reducing escalations by 30% and improving first-call resolution by 25%.
● Managed customer inquiries on billing, account management, and product usage, ensuring a 99.8% accuracy rate in processing transactions and updates.
● Provided product and service education, increasing self-service adoption by 20% and minimizing inbound inquiries.
● Resolved complex customer concerns and disputes, decreasing complaint resolution time by 40% while maintaining professionalism and empathy.
● Optimized time management to meet service level agreements (SLAs), reducing average response and resolution times by 30%.
● Documented customer interactions accurately, improving efficiency and reducing repeat inquiries by 20%.
● Adapted to product and technology updates, ensuring up-to-date knowledge for enhanced customer support.
● Trained and mentored new team members, reducing onboarding time by 35% and improving overall team performance.
● Experienced in educating patient on health insurance benefit and coverage. Education High School Diploma
Tarrant Community College
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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