Customer Service Specialist & Client Support

OMOFODO EWHAREKUKO

Customer Service Specialist Client Support Customer Experience CRM &

Ticketing

********@*****.*** 314-***-**** O'Fallon, MO Odo Keku 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 PROFESSIONAL EXPERIENCE

Senior Customer Service Representative / Sales Representative Akkodis

•Managed a team handling over 1,100 support ticket requests weekly Specialized in order add-ons, cloning, and splitting for seamless customer transaction. 08/2023 – Present

•Delivered professional customer support through email, chat, and ticketing channels while assisting customers with account, billing, platform, and service-related inquiries.

•Demonstrated expertise in Salesforce, optimizing sales support processes

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

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

•Helped customers navigate company services and resolve issues by providing clear instructions, patient guidance, and friendly communication.

•Utilized customer service experience to provide feedback on service issues, leading to a 20% improvement in response times and overall customer satisfaction.

•Achieved a 15% growth in sales by effectively upselling services during customer interactions, enhancing overall customer satisfaction and loyalty.

•Achieved a 20% increase in upsells by providing tailored product recommendations during customer inquiries, enhancing overall customer satisfaction.

•Partnered with internal teams to resolve customer concerns, reduce delays, and improve the overall customer experience.

•Maintained a high level of professionalism when handling sensitive customer information, urgent requests, and dissatisfied customers. Customer Service Representative

Kyruus Health

•Annual Reverification deals with health benefits confirmation with insurers like Blue Cross Blue Shield, Medicare, and a host of others

11/2020 – 07/2023

•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.

•Provided exceptional customer service to patrons and communicated professionally

•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

Member Support Representative / Customer Service Representative Revolution Technologies

•Delivered professional customer support to members, candidates, consultants, and clients through phone, email, and internal support systems. 02/2018 – 10/2020

Florida, USA

•Assisted with onboarding, documentation, account updates, application status, scheduling, and general service inquiries.

•Managed support requests from intake to resolution while maintaining accurate records and timely follow-up.

•Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

•Responded to customer requests for products, services, and company information.

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

•Helped customers navigate portals, complete forms, submit documents, and understand company processes.

•Maintained confidentiality when handling sensitive personal, employment, and account-related information.

•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 excellent customer service to cultivate loyalty and satisfaction

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

Associate in Art

St Louis Community College

Bachelor's Degree

University of Port Harcourt

Computer Science

SKILLS

Customer Relationship Management (CRM)

Customer Service & Support Phone Support Email Support Live Chat Support Ticket Management

Customer Complaint Resolution Customer Retention

Account Support Billing Support Data Entry CRM Documentation Escalation Management

Follow-Up Communication Customer Onboarding

Product Support Customer Satisfaction Conflict Resolution Active Listening Problem Solving Time Management Team Collaboration Professional

Communication Appointment Scheduling Service

Coordination Microsoft Office Google Workspace CRM Tools Helpdesk Systems

CERTIFICATES

Microsoft Office Specialist Certification

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