Customer Service Specialist (Healthcare & Benefits)

Aishat Aderoju

Aubrey TX, ***** +1-469-***-**** **************@*****.***

PROFILE

Customer Service Specialist with 5+ years of experience delivering high-quality support via phone, chat, email, and CRM platforms. Expertise in healthcare and benefits administration environments, with strong attention to detail in data entry and intake processes. Proven ability to guide users through complex platforms, resolve inquiries efficiently, and maintain a 95% satisfaction rating while minimizing escalations. Skilled communicator adept at collaborating with internal teams to streamline workflows and improve user experience.

EXPERIENCE

Transworld Systems Apr 2022 - Present

Customer Service Representative Remote

•Streamlined workflows in Salesforce, increasing customer issue resolution time by 30%.

•Managed 50+ customer interactions daily across multiple channels using telephony systems and chat tools, maintaining an average satisfaction score of 95%.

•Reduced customer complaints by 15% by identifying root causes of recurring issues and implementing corrective actions.

•Successfully escalated and resolved 90% of high-priority customer cases on the first point of contact.

•Collaborated with internal departments to drive process improvements that increased efficiency by 25%.

•Developed new team training materials, reducing onboarding time for new hires by 10%.

•Implemented automated reminders in Salesforce, improving customer follow-up compliance by 35%.

•Conducted regular quality assurance audits on customer interactions, contributing to a 10% increase in service standards.

•Provided performance feedback and guided career development for staff, resulting in three team members receiving promotions within 12 months.

•Achieved 100% compliance with HIPAA and company policies by leveraging healthcare insurance knowledge and benefits administration best practices to safeguard sensitive customer information.

•Documented detailed customer interactions in CRM with accurate data entry and clear written communication, ensuring compliance with regulations.

•Managed service escalation procedures, de-escalating 98% of customer complaints within 15 minutes.

•Established a continuous feedback loop from customers, resulting a 10% increase in customer retention.

•Delivered weekly reports to management, analyzing key performance metrics and customer trends to inform strategy

Grubhub Feb 2020 - Mar 2022

Customer Support Representative

Provide direct support to residents, homeowners, and board members via phone, email, and online portals, resolving inquiries related to assessments, maintenance requests, community policies, and account management.

•Utilize CRM platforms (Salesforce and proprietary systems) along with chat tools and telephony systems to manage tickets, document interactions, ensure accurate resident records, and maintain clear written communication.

•Coordinate with property managers, maintenance staff, and vendors to facilitate timely resolution of service requests and community issues.

•Educate residents on association rules, payment options, and digital tools using clear verbal communication to improve engagement and streamline communication.

•Supervise and mentor team members, ensuring adherence to service-level agreements (SLAs), quality standards, and response time expectations.

•Monitor and analyze recurring resident concerns through administrative support processes, escalating trends to leadership and recommending process improvements.

•Support annual meetings, community events, and board initiatives by providing communication assistance and handling resident inquiries.

EDUCATION

Richland college, Dallas

Associate Degree

Computer Science

TOOLS & SOFTWARE

•Customer Service & Communication: Customer Service, Empathy, Listening Skills, English Proficiency, Typing Speed, Call Center Operations, Administrative Support

•Insurance & Benefits Administration: Healthcare Insurance Knowledge, Benefits Administration, ACA Terminology, Medicare Terminology, Employer Benefits Terminology

•CRM, Chat & Telephony Tools: Salesforce, Zendesk, Freshdesk, ServiceNow, JIRA, HubSpot, RingCentral, Trello, Chat Tools, Telephony Systems

•Data Analysis & Office Tools: Power BI, Tableau, Google Analytics, SQL, Advanced Excel, Microsoft Office Suite, Google Workspace, Slack, Zoom, Asana, Data Entry

CERTIFICATION & TRAINING

•Salesforce CRM Certification

•Zendesk Certification

•HIPAA Compliance & Medical Terminology

•Medical Billing and Coding Certification (AAPC)

•Customer Service Excellence Certification

•Leadership & Team Management Training

2022

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