Customer Service Specialist with 6+ Years Experience

Damilola Ige

Customer Service Representative

****.******@*****.*** 214-***-**** Dallas, Texas

PROFESSIONAL SUMMARY

Experienced Customer Service Representative with over six years of delivering exceptional telephone-based support across industries like sales, technical support, and client care. Skilled in managing inquiries, resolving issues, and providing tailored solutions using customer service tools. Known for professionalism, conflict resolution, and building strong relationships, even in high-pressure environments. Experienced in serving diverse clients, including healthcare patients and professionals, facilitating effective communication and ensuring regulatory compliance. Proficient in analyzing case files and using data insights to deliver prompt and accurate solutions. Dedicated to fostering positive relationships, enhancing efficiency, and driving team success

WORK HISTORY

Customer /Patient Service Rep

Apex

•Annual Reverification deals with health benefits confirmation with insurers like Blue Cross Blue Shield, Medicare, and a host of others. 08/2022 – Present

•Inbound Phone Queue/General Program Inquires - Determination for support programs (Copay, PAP, Medicaid, etc.) - Pharmacy triage and coordination Researching and resolving any claim denials or underpayment of claims.

•Provided exceptional customer service to internal and external customers; resolves any customer requests in a timely and accurate manner; escalates complaints accordingly.

•Maintained high attention to detail in a fast-paced environment.

•Strong written and verbal communication skills for team collaboration and customer interaction.

•Effectively utilized various means for collecting information using approved methods, which could include phone, fax, mail, and online methods Reporting any trends or delays to program management (e.g., billing denials, claim denials, pricing errors, payments, etc.).

•Ensured all program correspondence and communication (phone, fax, mail, etc) meets quality standards.

•Worked with patient, provider and or internal shared services to ensure all necessary documentation is received and complete in accordance with program policy.

•Exercised judgment within defined standard operating procedures to determine appropriate action.

•Required to be self-motivated, working from a queue (phone or system) Provided support for patient benefits change annually with a new plan and this change can lead to gaps in coverage that leave patients without access to their prescribed medications or therapies.

•Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.

•Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.

Sales Support/Customer Service Rep

Jex Tax Services

•Managed a team handling over 1,100 support ticket requests weekly Specialized in order add-ons, cloning, and splitting for seamless customer transactions. 05/2020 – 07/2022

•Demonstrated expertise in Salesforce, optimizing sales support processes.

•Maintained high attention to detail in a fast-paced environment.

•Strong written and verbal communication skills for team collaboration and customer interaction.

•Provided support for sales activities, including ticket resolution and order processing in Salesforce.

•Launched quality assurance practices for each phase of development Developed and maintained strong relationships with key clients, ensuring long-term business partnerships.

•Built strong relationships with field operations team to support business development opportunities and improve service.

•Controlled resources and assets for department activities to comply with industry standards and government regulations.

Sales Support/Customer Service Rep

Aacres LLC

•Memorized entire line of company products and services, including prices and special discounts.

11/2018 – 04/2020

•Scheduling appointments, guiding patients through registration, and addressing inquiries.

•Detailed information about hospital services, policies, and healthcare inquiries is provided.

•Appointment coordination based on availability, urgency, and patient preferences is crucial.

•Provide top-notch customer service via phone, email, and chat, addressing inquiries and resolving issues promptly.

•Assist an average of 50 customers daily, ensuring high satisfaction rates and positive feedback.

• Collaborate with cross-functional teams to streamline processes and improve customer experience.

•Demonstrated flexibility and agility in adjusting customer service strategies based on iterative feedback loops, resulting in quicker issue resolution and enhanced customer experience Successfully upsell and cross-sell products, increasing sales by 20% within the first year.

•Provided basic technical support for clients on a wide range of company products, resolving issues at a 90% rate.

•Remained courteous and calm, even during moments of customer dissatisfaction.

•Assisted with facility scheduling and customer service.

•Provided exceptional customer service to patrons and communicated professionally.

•Provided exceptional customer service, addressing inquiries promptly and professionally.

•Provided excellent customer service to cultivate loyalty and satisfaction. EDUCATION

Bachelor of Science

Oduduwa University

Computer Science

06/2004 – 07/2007

CORE COMPETENCIES

Customer Relationship Management (CRM)

Conflict Resolution & De-escalation

Communication & Interpersonal Skills

Process Improvement & Efficiency

Multi-channel Support (Phone, Email, Chat)

Data Entry & Record Management

Team Collaboration & Training

Sales Support & Upselling

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