Remote Healthcare Customer Support Specialist

HAFEEZ BELLO

Maryland, USA Authorized to Work in the U.S. +1-321-***-**** ***.********@*****.*** linkedin.com/in/hafeezbello Remote-Ready: Dedicated Home Office, High-Speed Internet PROFESSIONAL SUMMARY

Remote-ready customer support professional with 6+ years of experience supporting customers, patients, providers, and internal teams across healthcare, insurance, and financial services industries. Proven track record of managing high call volumes and quality support to customers across email, phone, fax, chat while maintaining 95%+ documentation accuracy. Skilled in CRM systems (Salesforce, Zendesk, ServiceNow). CORE COMPETENCIES

Inbound & Outbound Calls • Active Listening • Problem Solving • Data Entry & Documentation Accuracy • Typing Speed & Accuracy

(60+ WPM) • Time Management • Remote Collaboration (Slack, Zoom, MS Teams) • Microsoft Office Suite PROFESSIONAL EXPERIENCE

Devoted Health — Customer Service Representative (Remote) Feb 2025 – Dec 2025

• Provided inbound and outbound support to patients, pharmacies, and healthcare providers via phone, email, and chat, handling an average of 50+ contacts per day while maintaining a 95%+ customer satisfaction rating.

• Resolved member inquiries related to benefits, eligibility, and account updates, achieving a first-contact resolution rate above 90%, and maintained strict HIPAA compliance throughout.

• Managed customer cases using Salesforce and Zendesk, maintaining 98% documentation accuracy across all interactions.

• Guided members through Medicare, Medicaid, and patient assistance programs, simplifying complex benefit information for diverse populations.

• Worked fully remote, independently managing schedule and case load while consistently meeting service-level agreements

(SLAs).

One80 Intermediaries — Customer Support Specialist Feb 2021 – Jan 2025

• Managed high-volume customer interactions (60+ daily), maintaining service quality and accuracy under fast-paced conditions.

• Resolved billing, claims, eligibility, and account-related inquiries, reducing repeat-contact rates through thorough first-call resolution.

• Documented case actions and follow-ups in CRM systems, supporting a 4-year track record of zero compliance or audit flags.

• Collaborated with cross-functional teams (underwriting, claims, billing) to resolve complex customer issues end-to-end.

• Balanced multiple priorities and competing deadlines while consistently meeting or exceeding service-level targets. Computershare — Client Service Representative Jan 2017 – Jan 2021

• Delivered customer support through phone, chat, and email channels, consistently ranking among top performers for call quality.

• Maintained customer account records and verified documentation accuracy for financial and shareholder services.

• Conducted outbound outreach to obtain required account documentation, improving completion rates within compliance deadlines.

• Protected confidential customer and financial information in accordance with regulatory and company data-security standards, while tracking follow-ups that helped reduce average handle time (AHT). EDUCATION

University of Lagos

Bachelor of Science in Economics

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