Customer Service Representative - VA Scheduling

ADEPEJU ODUSANYA

FULSHEAR, TX ***** 832-***-**** *****************@*****.***

PROFESSIONAL SUMMARY

Customer Service Representative with 5+ years of experience supporting customers in high-volume call center environments. Skilled in appointment scheduling, case coordination, and resolving complex customer issues while maintaining professionalism and empathy. Experienced supporting veterans through the VA disability evaluation process and collaborating with internal teams to ensure accurate case management and customer satisfaction.

SKILLS

· Customer Service & Client Support

· Call Center Operations

· Appointment Scheduling

· Case Management

· Veterans Affairs Coordination

· CRM Systems

· Zendesk & ServiceNow

· Data Entry & Documentation

· Conflict Resolution

· Multitasking & Time Management

· Problem Solving

· Team Collaboration

· Claims Processing & Intake

· Call Center Tools & Multichannel Support

PROFESSIONAL QUALIFICATIONS

Customer Service Representative(Veterans Disability Exam Scheduling) 06/2024 – Present Infinite Computer Solutions / Deloitte

· Scheduled disability compensation and pension (C&P) examinations for U.S. veterans through the Department of Veterans Affairs.

· Coordinated appointment scheduling between veterans and medical examiners to ensure timely disability evaluations.

· Managed case updates including scheduling, cancellations, and rescheduling of disability exams.

· Assisted medical examiners with managing schedules and appointment availability.

· Worked with Veterans Affairs on clarification requests related to exam cases and documentation.

· Maintained accurate case records and documented veteran interactions in internal systems.

· Delivered compassionate customer support while assisting veterans through the disability evaluation process.

Customer Service Representative 11/2022 – 06/2024

Heron Staffing (Manufacturing Client)

· Managed high-volume inbound customer inquiries from domestic and international clients.

· Resolved customer concerns using strong analytical and problem-solving skills.

· Reviewed customer feedback to identify service improvement opportunities.

· Participated in team discussions to improve customer service processes and response times.

· Maintained detailed records of customer interactions. Customer Service Representative 05/2021 – 11/2022

Heron Staffing (Banking Client)

· Responded to customer inquiries regarding account balances, transactions, and banking services.

· Maintained a 98% resolution rate for customer inquiries.

· Documented customer interactions and account updates within CRM systems.

· Identified opportunities to introduce additional banking products to customers.

· Used ServiceNow to track and manage customer service cases. Customer Service Representative 01/2019 – 05/2021

Heron Staffing (Manufacturing Client)

· Provided customer support via phone, email, and chat channels.

· Resolved customer complaints, requests, and service issues efficiently.

· Maintained detailed documentation of customer interactions.

· Built strong customer relationships to improve satisfaction and retention. EDUCATION AND CERTIFICATION

Bachelor’s Degree

Olabisi Onabanjo University - Nigeria

Customer Service Fundamentals

eGukulhub Learning

Customer Service Training

Webucator Training

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