Customer Service Representative (HIPAA-Compliant)

KABIRU HAMMED

Manvel, TX ******.*********@*****.*** 630-***-****

PROFILE SUMMARY

Dynamic and results-driven Customer Service Representative with over five years of experience providing top-tier support through chat, email, and phone. Adept at resolving technical issues, handling account management, and delivering personalized solutions to customer concerns. Proven ability to maintain customer satisfaction by resolving disputes, addressing billing inquiries, and supporting product usage across industries. Skilled in maintaining detailed documentation and staying current with policies and procedures to provide timely, accurate, and efficient service. Excellent communicator with a track record of exceeding customer expectations while adhering to industry regulations and internal guidelines. SKILLS

Empathy Problem-Solving

Active Listening Technical Skills

Communication Skills Adaptability

Time Management Product Knowledge

Collaboration Tools Documentation Skills

Patience and Organization Attention to Detail

CRM and Ticketing Tools Feedback Handling and Follow-up

Conflict Resolution and management Compliance Knowledge PROFESSIONAL EXPERIENCE

EVERISE INC.

Customer Service Representative Jan 2023 – Current

Provide exceptional customer support to Aetna members, addressing inquiries related to medical benefits, claims processing, and billing issues with accuracy and empathy.

Assist customers in understanding Aetna’s healthcare plans, coverage options, and pre- authorization requirements, ensuring clear and positive communication.

Resolve complex issues by collaborating with internal teams, including claims specialists and healthcare coordinators, to deliver efficient solutions while maintaining compliance with healthcare regulations.

Process member information securely, adhering to HIPAA guidelines and maintaining confidentiality of sensitive health data.

Educate customers on Aetna’s digital self-service tools, empowering them to manage their healthcare needs independently and effectively.

Document customer interactions thoroughly in CRM systems, ensuring accurate records for follow-up and quality assurance purposes.

CONCENTRIX SERVICES INC.

Customer Service Representative Aug 2015 – Dec 2022

Provided comprehensive chat, email, and phone support to customers, addressing inquiries related to service requests, billing issues, and product information while maintaining a friendly and professional demeanor.

Assisted residents and prospective clients with questions about property services, maintenance requests, and community events, ensuring timely and effective resolution.

Managed maintenance work orders, coordinating with the maintenance team to schedule repairs and provide status updates to residents, ensuring clear communication and timely follow-up.

Handled lease inquiries, guiding prospective tenants through rental applications, renewals, and providing detailed information on property features while adhering to company policies.

Supported residents with payment processing issues, including rent payments, late fees, and setting up automated payments, ensuring accurate and efficient transactions.

Facilitated move-in/move-out processes, helping residents with scheduling moves, closing accounts, and final inspections to ensure smooth transitions.

Addressed community guidelines concerns such as noise complaints, parking issues, or property violations, documenting reports and collaborating with on-site teams to ensure compliance.

Managed customer feedback, escalating complex issues or concerns to the appropriate departments, ensuring prompt resolution to enhance customer satisfaction.

Utilized property management software (e.g., Yardi, Entrata) to log customer interactions, update resident records, track service requests, and manage leasing information accurately.

Stayed informed about community amenities, events, and property developments to provide up- to-date and relevant information to both residents and potential clients.

Delivered consistent, high-quality service while adhering to Fair Housing laws, company regulations, and maintaining confidentiality and professionalism in all interactions. EDUCATION

The Polytechnic Ibadan

Higher National Diploma Marketing 2009

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