Customer Service & Technical Support Specialist

DANIEL ONYEKWUM

**** ******* **, ****** ** *****

+1-972-***-**** *****************@*****.***

PROFILE

Experienced and empathetic customer service professional with over 6years of success in high-volume call centers, technical support, and remote customer care roles across the healthcare, insurance, and IT sectors. Skilled in resolving complex service issues with clarity, empathy, and efficiency. Proficient in using CRM systems, helpdesk platforms, and medical software to manage and resolve support tickets. Known for staying calm under pressure, exceeding customer satisfaction goals, and maintaining compliance with HIPAA and corporate standards.

EMPLOYMENT HISTORY

Senior Customer Service Representative Medical Insurance Alliance Data - Dallas, TX 01/2024 - Current

•Managed over 70+ inbound calls daily from patients regarding insurance coverage, prescription co-pays, and benefits.

•Explained pharmacy benefit plans and resolved issues with mail-order prescriptions.

•Scheduled consultations with pharmacists and coordinated prescription refills.

•Handled sensitive health information in compliance with HIPAA standards.

•Processed billing payments, updated insurance records, and documented all interactions in CRM systems.

•De-escalated irate callers by showing empathy and guiding them to resolution.

•Delivered multichannel customer support (phone, email, live chat) for users navigating insurance platforms.

•Interpreted billing statements, explained policy benefits, and corrected claim discrepancies.

•Resolved account access issues, including password resets and MFA troubleshooting.

•Tracked and managed service cases using Salesforce and followed up to ensure closure.

•Educated customers on platform usage through step-by-step guidance.

•Escalated technical issues to appropriate departments and ensured resolution.

•Maintained customer records, call logs, and feedback reports in the CRM.

Service Desk Specialist – Technology, Cushman & Wakefield - New York NY 02/2022 - 12/2023

•Logged support issues in ServiceNow and followed up on incident resolution.

•Guided employees through software installations, system updates, and hardware setups.

•Assisted in scheduling virtual meetings, maintaining department calendars, and IT logistics.

•Provided exceptional customer service to non-technical users with clear communication.

•Supported onboarding of new hires by provisioning system access and setup.

•Maintained IT asset logs and ensured ticket closure compliance.

•Provided Tier 1 IT support for internal users via phone and email for software, access, and system errors.

•Logged support issues in ServiceNow and followed up on incident resolution.

Customer Support Analyst – IT Help Desk, Oncor Energy - Dallas, Tx 01/2019 - 02/2022

•Provided technical phone support for common hardware/software issues.

•Delivered remote troubleshooting and walked users through system errors and application malfunctions.

•Created and maintained detailed service documentation and resolution logs.

•Managed account access provisioning and lockouts for internal systems.

•Ensured accurate, up-to-date ticket management in help desk software.

•Maintained fast response times and efficient communication under pressure.

•Participated in regular performance meetings to ensure SLA compliance.

•Handled technical service requests from enterprise clients in call center and remote environments.

•Diagnosed network connectivity, software compatibility, and hardware failures.

•Walked customers through troubleshooting steps and usage of proprietary software.

•Liaised with engineers and account managers to ensure client satisfaction.

•Managed service tickets in Zendesk and internal CRM platforms.

•Delivered client-focused support while maintaining performance KPIs.

•Followed strict internal compliance and escalation protocols.

Colorado Technical University

Bachelor of Science in Computer Science 2019

Inbound/Outbound Call Handling Expert

Customer Relationship Management Expert (CRM)

Technical Support (Tier 1 & 2) Expert

Health Insurance & Prescription Expert

Benefit Support

HIPAA Compliance & Data Privacy Expert

Billing, Claims & Payment Assistance Expert

De-escalation & Conflict Resolution Expert

Remote Customer Service Expert

Ticketing & Service Request Expert

Management

Multichannel Support (Phone, Email, Expert

Chat)

Team Collaboration Tools (Slack, Expert

Teams)

Performance Metrics & SLA Expert

Compliance

•CRM Platforms: Salesforce, Zendesk, Freshdesk, Zoho CRM

•Help Desk Systems: ServiceNow, Jira Service Management, SysAid

•Healthcare Systems: Epic, Cerner, Athenahealth, eClinicalWorks

•Telephony & Contact Center: Five9, Talkdesk, Genesys Cloud, Avaya

•Communication Tools: Microsoft Teams, Zoom, Slack, RingCentralProductivity Suites: Microsoft Office (Word, Excel, Outlook), Google Workspace (Docs, Sheets, Gmail)

•Remote Tools: AnyDesk, TeamViewer, Cisco Webex, VPN systems

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