Customer Service Representative and Support Specialist

CHINYERE IROHA

Texas ****.**********@*****.*** 817-***-****

PROFESSIONAL SUMMARY

Dedicated and results-oriented Customer Service Representative with 2+ years of experience in exceeding customer expectations across diverse industries. Proven ability to build positive relationships, resolve complex issues efficiently, and drive customer satisfaction through proactive communication and problem-solving skills. Possesses excellent verbal and written communication skills, with a talent for curtailing challenging situations and fostering customer loyalty.

PROFESSIONAL EXPERIENCE

PLMARKETING REMOTE OCT 2023 – PRESENT

CUSTOMER SERVICE REPRESENTATIVE

•Provided technical assistance to a high volume of clients, troubleshooting software and hardware issues efficiently and ensuring timely resolution.

•Demonstrated patience and empathy while guiding customers of varying technical expertise through complex problems, consistently maintaining professionalism.

•Maintained up-to-date knowledge of product features and updates, consistently exceeding customer expectations for resolution time.

•Implemented a self-help knowledge base system, reducing call volume by 10% within the first six months.

•Earned team recognition for consistently exceeding individual monthly performance goals.

•Conducted remote sessions with customers to resolve software issues, ensuring seamless support in virtual environments.

•Led team efforts to achieve a 95% customer satisfaction rating for three consecutive quarters.

•Implemented a new CRM system, resulting in a 20% reduction in average call handling time.

•Developed and delivered training programs for new representatives, boosting team efficiency and knowledge retention.

•Utilized strong analytical skills to identify recurring customer concerns and propose process improvements, leading to a 15% decrease in product returns.

•Acted as the primary resource for diverse clients including members, providers, employer groups, and more.

•Expressed urgency and professionalism in handling all inquiries, ensuring customer trust and satisfaction.

EDUCATION

High School Diploma High Volume Call Handling Multichannel Communication (Phone, Email, Chat) Issue Resolution Problem Solving Conflict De escalation Active Listening

Customer Support Client Relations First Contact Empathy & Professionalism Service Recovery Quality Assurance Customer Satisfaction (CSAT) Ticket Management Case Documentation Insurance Verification Prior Authorization HIPAA Compliance Medical Records Coordination Claims Processing Appointment Scheduling EMR/EHR Systems (Epic, Athena, Cerner) Provider Communication Eligibility & Benefits Review Medical Terminology Pharmacy Coordination Care Coordination Intake & Registration Billing Support Payment Processing Fraud Prevention Identity Verification KYC (Know Your Customer) Financial Compliance Transaction Disputes Loan Servicing Escalation Management Risk Assessment Regulatory Adherence Data Accuracy Secure Information Handling EMR/EHR Platforms (Epic, Athena, e-Clinical Works) Call Center Software (Five9, NICE, Genesys) Ticketing Systems Knowledge Base Tools Microsoft Office Suite Data Entry & Documentation Workflow Optimization Adaptability Time Management Multitasking Attention to Detail Team Collaboration Critical Thinking Professional Demeanor Reliability Decision Making Patience Organization Accountability Dedicated Word Space Remote Customer Support Call Handling Complaint Resolution Active Listening Problem Solving Empathy Communication Multitasking Team Collaboration Time Management Remote Support First Contact Resolution & Issue Escalation Order Processing, Billing & Technical Troubleshooting Documentation Accuracy, Compliance & Record Management, Cross Functional Team Collaboration Conflict Resolution & Problem Solving Customer Satisfaction Retention & Loyalty Professional Communication & Active Listening Teams Microsoft Office Suite Excel Word Outlook.

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