Customer Service Representative (9 Years)

Isaac Betiku

United States https://www.linkedin.com/in/isaac-betiku-1a69a240a

Summary

Customer Service Representative with nine years of experience supporting customers via phone, email, and chat in healthcare and high-volume call center settings. Skilled in CRM systems, remote troubleshooting, and first-contact resolution while maintaining accuracy and regulatory compliance. Known for professional, patient communication and consistently meeting service-level agreements to drive high customer satisfaction. Work Experience

Luminare Health Oct 2025 - Present

Customer Care Representative

• Serve as a primary point of contact for members, providers, employees, and clients, handling inquiries via phone, email platforms, chat, and written correspondence while adhering to regulated communications in a fast-paced healthcare environment. Explain benefits, eligibility, COBRA options, claims status, and dispositions with accuracy while maintaining HIPAA compliance. Navigate multiple internal systems simultaneously to research issues, resolve inquiries, and document outcomes efficiently using CRM systems. Consistently meet or exceed service-level agreements (SLAs), quality standards, and productivity metrics through effective first-contact resolution. Demonstrate patience and solution-focused communication when supporting members during sensitive or complex situations.

• Troubleshoot member issues using support tools and remote troubleshooting techniques, escalating complex concerns to specialized teams when necessary to ensure timely resolution and high customer satisfaction. Spherion Feb 2022 - May 2025

Customer Care Representative

• Delivered high-quality customer service with a strong focus on first-contact resolution and customer satisfaction. Provided clear and accurate information regarding products, services, pricing, and company policies across phone, email platforms, and chat channels. Processed customer requests including order updates, policy changes, and detailed online data entry using CRM systems. Collaborated with cross-functional teams to resolve escalated and complex customer issues, applying patience and solution-focused communication throughout high-volume support sessions. KASHER Capital Mar 2021 - Oct 2022

Customer Service Specialist

• Managed high volumes of inbound calls and chat interactions while maintaining professionalism and efficiency. Utilized CRM systems to maintain accurate, up-to-date customer records and interaction histories. Resolved customer complaints, provided appropriate solutions, and followed up to ensure satisfaction. Consistently exceeded KPIs, including call resolution time and customer satisfaction scores.

CCS Aug 2017 - Nov 2019

Customer Service Representative

• Assisted customers with insurance coverage inquiries, claims status, and billing concerns. Verified insurance eligibility and ensured accurate documentation to support claim processing. Maintained strict adherence to healthcare regulations, confidentiality, and quality standards.

Education

Butler County

Master of Business Administration, null

Tai Solarin University of Education

High School Diploma, null

Skills

• Tools & Platforms: Google Docs, Superoffice CRM, Customer Relationship Management (CRM), CRM Program Management, CRM Integration, Online Data Entry, Email Platforms, Support Tools

• Technical Support & Troubleshooting: Remote Troubleshooting, Technical Support, Remote Services, On-call Support, Online Support

• Customer Service & Communication: Regulatory Communications, Service-Level Agreements (SLA), Solution-focused Communication, Patience

• Process & Domain Expertise: Time Management, Team Facilitation, High Quality Standards, Pricing Strategy-

, Healthcare Reimbursement, Insurance Claims, Compliance Support

Contact this candidate