Customer Service & Support Specialist

Ola Ajayi

Dallas, Texas *****

972-***-**** – ***********@*****.***

Professional Summary

Customer Service Representative with over six years of experience providing exceptional phone-based, chat and email support across sales, technical assistance, and client service environments. I am skilled in using a wide range of customer service tools and platforms to resolve inquiries, troubleshoot issues, and deliver tailored solutions. I am known for maintaining a positive, professional attitude and effectively defusing difficult situations through strong communication and conflict-resolution abilities. I have a proven track record of managing customer relationships and delivering high-quality service in fast-paced, demanding environments. My background includes supporting diverse client groups such as healthcare patients and professionals and facilitating efficient communication between patients, providers, and policymakers. I excel at analyzing case information and applying data-driven insights to accelerate decision-making and ensure timely, accurate resolutions to complex inquiries. Dedicated to professionalism, ethical conduct, and regulatory compliance, I am adept at identifying potential issues, de-escalating tense situations, and ensuring customer satisfaction. With a strong understanding of service-focused operations, I am motivated to step into a managerial role where I can enhance team performance, strengthen customer relationships, and drive operational excellence.

Skills:

Customer support

Goal-oriented mindset

Customer relations

ServiceNow

Salesforce

Zendesk

Excel

Active Listening

Five9

HIPAA

Data entry proficiency

Client relationship building

Client services

JIRA

Microsoft Office

Genesys

Troubleshooting

Attention to Detail

Microsoft Office

EPIC

Education

BOWEN UNIVERSITY

Bachelor of Science: Accounting

Work History:

04/2022 to Current

SENIOR CUSTOMER SERVICE REPRESENTATIVE

Axios Clinical Solution

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

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

Increased customer satisfaction by addressing and resolving complaints in a timely manner.

Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.

Enhanced company reputation by providing exceptional customer service and support.

Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.

07/2020 to 03/2022

01/2018 to 07/2020

CUSTOMER SERVICE REPRESENTATIVE

VNS Health

Delivered exceptional customer service by responding to high-volume inbound calls, emails, and portal inquiries from members, providers, and internal stakeholders regarding benefits, claims, eligibility, and account updates.

Resolved complex issues with accuracy and empathy while adhering to HIPAA and healthcare compliance standards.

Utilized healthcare platforms, CRM tools, and claim systems to process requests, document interactions, and escalate issues when needed.

Collaborated with internal departments to streamline issue resolution and ensure positive member experiences.

Educated members on plan benefits, billing, and enrollment processes, increasing customer satisfaction and first-call resolution rates.

Consistently met or exceeded key performance indicators (KPIs) including call handling time, quality assurance scores, and customer satisfaction ratings.

CUSTOMER SERVICE REPRESENTATIVE

T-Mobile

Managed a team processing over 1,100 support ticket requests weekly

Specialized in order add-ons, cloning, and splitting to support seamless customer transactions

Demonstrated expertise in Salesforce, optimizing sales support and order management workflows

Maintained high attention to detail in a fast-paced, deadline-driven environment

Utilized strong written and verbal communication skills to enhance team collaboration and customer interactions

Supported sales activities, including ticket resolution, order updates, and processing within Salesforce

Launched quality assurance practices across all phases of development

Built and maintained strong relationships with key clients, ensuring long-term business partnerships

Fostered strong partnerships with field operations teams to enhance business development opportunities and improve service delivery

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