Customer Support Specialist Resume

TOCHI EFIENOKWU

Customer Support Specialist Customer Service Representative Member Services Representative Help Desk Support 682-***-**** *********@*****.*** linkedin.com/in/tochi-efienokwu-8617b23a8/ PROFESSIONAL SUMMARY

Customer Support Specialist with a 5-year track record of resolving high-volume inquiries and ensuring seamless service continuity across remote and fast-paced call center environments. Known for stepping in as a reliable, calm presence during complex or high-stress interactions, combining technical troubleshooting with empathetic communication to achieve first-call resolution and reduce unnecessary escalations. Experienced in navigating healthcare billing workflows, HIPAA-compliant data handling, and multi-platform CRM ticketing systems. Focused on translating customer frustration into actionable solutions while maintaining rigorous documentation standards that keep teams informed and service continuity intact. CORE COMPETENCIES

• First Call Resolution and De-escalation • Ticket Queue and Case Management

• Inbound and Outbound Call Handling • HIPAA-Compliant Data Handling

• Complaint Resolution and Service Recovery • Healthcare Billing and Account Support

• Technical Troubleshooting and Help Desk • Quality Assurance and Compliance

• CRM and Multi-System Navigation • Cross-Functional Collaboration

• Customer Retention Strategies • Real-Time Documentation and Accuracy PROFESSIONAL EXPERIENCE

Remote Call Center Specialist

McKesson September 2023 to Present

Managed active customer cases and ticket queues in a high-volume, remote healthcare support environment, ensuring timely responses, accurate case handling, and strong service continuity.

• Resolved complex customer concerns by researching root causes and coordinating with internal departments, effectively reducing unnecessary escalations and improving first-contact resolution rates.

• Handled high-stress customer interactions using active listening and de-escalation techniques, consistently improving customer satisfaction and restoring confidence in the service experience.

• Documented all interactions, updates, and outcomes in real time across multiple CRM systems, ensuring complete accuracy in call logs and account history to support seamless follow-up.

• Supported first-call resolution and accurate issue tracking by strictly adhering to established service procedures, quality standards, and HIPAA compliance protocols.

• Collaborated cross-functionally with leadership and support departments to streamline workflows and ensure complex healthcare billing and account issues were addressed appropriately and promptly.

• Balanced productivity, service quality, and documentation accuracy simultaneously across multiple screens and systems in a fast-paced, queue-driven support setting.

Customer Service Specialist I

Dell Technologies July 2020 to August 2023

Delivered first-line customer service for a high volume of inquiries involving service concerns, account questions, product support, and general troubleshooting in a corporate enterprise environment.

• Drove first-call resolution by promptly identifying customer needs, researching available resources, and accurately applying company procedures to resolve complaints and technical support issues.

• Recorded detailed notes on troubleshooting steps and case outcomes, providing clear documentation that enabled smooth hand-offs and reduced resolution time for escalated or complex issues.

• Supported operational efficiency by executing data entry, record updates, and account maintenance with strong attention to detail, minimizing administrative errors and rework.

• Partnered with internal teams and supervisors to identify recurring service issues, contributing to improved turnaround times and a consistently stronger overall customer experience.

• Maintained consistent service quality by actively participating in team huddles, coaching sessions, and performance discussions, adapting quickly to new support protocols and quality standards.

• Managed multiple concurrent priorities in a fast-paced environment while maintaining strong written and verbal communication and a calm, professional demeanor throughout every customer interaction. TOOLS AND SYSTEMS

CRM and Ticketing Salesforce, ServiceNow, Zendesk, CRM Platforms, Case Tracking Tools, Incident Documentation Systems

Communication Phone Support Systems, Email Support Tools, Remote Support Tools, Multi-System Navigation

Productivity Microsoft Word, Excel, PowerPoint, Access, Data Entry Systems, Microsoft Office Suite Industry-Specific HIPAA-Compliant Systems, Healthcare Billing Platforms, Claims and Authorization Tools INDUSTRY KNOWLEDGE

• Member Services Support

• Billing and Account Inquiries

• Claims and Authorization Terminology

• 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

EDUCATION

Bachelor of Science in Computer Science

Babcock University 2004 to 2008

Contact this candidate