Customer Support & Product Troubleshooting Expert
Resume:
RHODA OLALEYE
*******.***@*****.***
PROFESSIONAL SUMMARY
A versatile customer service expert with a strong track record of resolving issues, enhancing operations, and delivering top-notch support. Proficient in communication, problem-solving, and leveraging software tools to boost productivity while maintaining high compliance and ethical standards. Committed to customer satisfaction.
Work Experience
Customer Support Representative – Product expert/support;Assist customers in navigating Turbo Tax product functionality Intuit Turbo Tax
June. 2021 – Present
• Successfully assisted hundreds of customers with resetting account passwords and troubleshooting basic API and Gateway processing issues, resulting in a 15% increase in customer satisfaction ratings.
• Utilized G-Suite Tools, Microsoft Office, Snow, Salesforce, and Slack to streamline communication, enhance task management, and improve team collaboration.
• Adapted quickly to new systems and processes, demonstrating flexibility and fast learning by mastering new procedures within 24 hours.
• Managed high volumes of transactions, processing over 100 daily with a 99% accuracy rate, and maintained a typing speed of 50 words per minute with 98% accuracy.
• Operated effectively in a fast-paced contact center environment, handling 50–80 calls per shift while maintaining calm composure and increasing call resolution speed by 10%.
• Provided outstanding customer service, achieving a 95% satisfaction rate and earning the "Customer Service Excellence" award.
• Showed empathy and emotional intelligence, receiving commendations from customers for professionalism during stressful interactions.
• Stayed up-to-date with industry trends and technology, leveraging tools and databases to drive efficiency in issue resolution and claims processing.
• Proficient using multiple dual screens simultaneously to increase efficiency in resolving customer inquiries and managing multiple systems.
• Contributed to a 15% reduction in customer complaints through clear communication, patience, and attentiveness.
EDUCATION
High School Diploma
Customer Support Client Relations First Contact Resolution High Volume Call Handling Multichannel Communication (Phone, Email, Chat) Issue Resolution Problem Solving Conflict De escalation Active Listening 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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