Customer-Focused Client Care Specialist

OLUSEGUN FACHE

940-***-**** ️ ***************@*****.***

PROFESSIONAL SUMMARY

Customer-focused professional with experience in client care, call center support, and customer service operations. Skilled in handling high-volume inquiries, resolving escalations, and delivering excellent customer experiences across phone, email, and chat channels. Proficient with CRM systems, EMR/EHR platforms, SAP, and remote support tools. PROFESSIONAL EXPERIENCE

Quality Packaging – Client Care Representative October 2022 – Present

● Resolved 95% of client inquiries on first contact, providing frontline support to internal and external clients while ensuring timely communication on service updates, scheduling changes, and issue resolutions.

● Served as the primary client liaison, professionally managing escalations and driving concerns to full resolution reducing repeat issues by 30% and improving overall client satisfaction.

● Utilized CRM systems, SAP, and Microsoft Excel to create daily client care and service status reports, increasing visibility into appointment scheduling, service progress, and special requests for 50+ high-value client accounts.

● Trained and supervised a team of 6 client care associates in customer-first practices, including clear communication, empathy-driven service, and proactive problem-solving resulting in a 20% improvement in team response efficiency.

● Maintained a 100% “Zero Complaint” record for priority clients by conducting quality reviews, monitoring service performance, and implementing continuous improvement initiatives.

● Ensured all client interactions and service processes complied with HS&E and organizational standards, resulting in zero safety-related incidents and consistent service excellence. 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 CRM & Ticketing Systems

(Zendesk,Salesforce) Case Documentation Insurance Verification Prior Authorization HIPAA Compliance Medical Records Coordination Claims Processing Appointment Scheduling 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, Genesys) Ticketing Systems Microsoft Office Suite SAP & Microsoft Excel Data Entry & Documentation Workflow Optimization Adaptability Multitasking Attention to Detail Team Collaboration Critical Thinking Professional Demeanor Reliability Decision Making Patience Organization Accountability Reliable high-speed internet (AT&T Fiber Optic) Dedicated workspace Flexible schedule Experience using remote communication tools Remote

Contact this candidate