Customer Service Supervisor & Representative

ESTHER ODEBODE

346-***-**** ****************@*****.***

PROFESSIONAL SUMMARY

A personable, dedicated and customer-focused Customer Service Representative with extensive experience in customer relations, data entry, and delivering exceptional service in fast-paced environments. Skilled at building strong customer relationships, resolving inquiries efficiently, and maintaining high levels of customer satisfaction. Recognized for a positive attitude, strong communication skills, attention to detail, and the ability to collaborate effectively with cross-functional teams. Committed to supporting organizational goals through professionalism, accuracy, and a customer-first approach.

PROFESSIONAL EXPERIENCE

(Remote) Customer Service Supervisor - EMPOWER

August 2020 to Present

• Processed 80+ customer interactions daily via phone, email, and live chat while delivering high-quality, empathetic customer support.

• Maintained a 95%+ Customer Satisfaction (CSAT) score by consistently delivering exceptional service and exceeding team performance goals.

• Resolved customer inquiries on the first contact whenever possible, maintaining an 85% First Call Resolution (FCR) rate and reducing repeat contacts.

• Addressed customer inquiries and complaints efficiently while maintaining an average handling time 10% below the team average without compromising service quality.

• Applied effective problem-solving and de-escalation techniques to resolve complex customer issues, reducing escalations by 20%.

• Documented all customer interactions accurately within CRM systems to ensure proper case tracking, compliance, and timely follow-up.

• Identified recurring customer issues and collaborated with internal teams to recommend process improvements that enhanced service delivery.

• Consistently achieved or exceeded key performance metrics, including quality assurance, productivity, attendance, and customer satisfaction goals.

• Assisted with onboarding and training new team members by sharing best practices and supporting their successful integration into team operations.

Data Entry/Account Administrative Representative - GENPACT

July 2019 to August 2020

• Performed administrative duties while supporting the implementation of business processes and operational solutions.

• Entered and validated company data within internal databases, ensuring accuracy, completeness, and data integrity.

• Reviewed, analyzed, and updated information from automated data sources to maintain accurate and current records.

• Generated reports, documented business findings, and performed routine database maintenance and backups.

• Provided cross-functional data entry support for multiple departments, adapting quickly to changing priorities and project needs.

EDUCATION

WESTERN GOVERNORS UNIVERSITY - BACHELOR OF SCIENCE

Customer Service Representative Customer Service Supervisor Customer Support Client Relations Member Services Customer Experience (CX) Customer Satisfaction (CSAT) Customer Retention First Contact Resolution (FCR) High-Volume Call Handling Inbound & Outbound Calls Phone, Email & Chat Support Complaint Resolution Conflict De-escalation Active Listening Empathy Professional Communication Relationship Management Service Recovery Problem Solving Critical Thinking Decision Making Team Leadership Staff Training & Coaching Performance Monitoring Quality Assurance (QA) Escalation Management Cross-Functional Collaboration Workflow & Process Improvement Time Management Multitasking Organization Accountability Adaptability Attention to Detail CRM Software Salesforce Zendesk Microsoft Office Suite (Excel, Word, Outlook, Teams) Windows OS File Management Technical Troubleshooting Data Entry Documentation Ticketing Systems Knowledge Base Tools Remote Work Healthcare Customer Service Patient Services Patient Access Insurance Verification Eligibility & Benefits Verification Benefit Investigation Prior Authorization Claims Processing Medical Billing Billing Support Payment Processing Revenue Cycle Support Appeals & Denials Patient Registration Intake & Registration Patient Scheduling Care Coordination Medical Records Coordination EMR/EHR (Epic, Cerner, Athenahealth, eClinicalWorks, Meditech) HIPAA Compliance Medical Terminology Provider Communication Pharmacy Coordination Specialty Pharmacy Patient Education Case Documentation Insurance Claims Resolution Coverage Verification Payer Communication Fraud Prevention Identity Verification KYC Financial Compliance Regulatory Compliance Risk Assessment Secure Information Handling Transaction Processing Data Accuracy Customer Advocacy Results-Oriented Fast-Paced Environment Professionalism

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