Entry-Level Customer Service Representative

JIDE DADA

Aubrey, TX ***** • 469-***-**** • ********.********@*****.***

PROFESSIONAL SUMMARY

Dynamic Customer Service Professional with over six years of experience delivering responsive, empathetic, and solution-focused support in high-volume healthcare environments. Proven success supporting clients at industry-leading organizations including Oscar Health and Payitent. Recognized for swiftly resolving customer concerns with accuracy, ensuring positive experiences through adept management of multiple systems, and maintaining meticulous CRM records. Bilingual (English/Spanish) with a track record of exceeding KPIs including first-call resolution, CSAT scores, and average handle time.

CORE COMPETENCIES

Customer Service Excellence • Active Listening • Problem-Solving• Conflict De-escalation • HIPAA Compliance • CRM Platforms (Salesforce) • Healthcare Benefits & Billing • Pre-Authorization & Referrals •Team Training & Mentorship • Bilingual (English/Spanish) • Microsoft Office • Data Analytics

WORK EXPERIENCE

Customer Service Representative Oscar Health – Dallas, TX 08/2025 – 6/2026

•Resolved customer inquiries and complaints promptly, improving overall customer satisfaction and reducing repeated calls.

•Assisted customers with website navigation and account processes, improving self-service adoption and reducing call escalations.

•Managed high call volumes while maintaining professionalism and strong customer experience metrics.

•Provided clear product and service information, enabling customers to make informed decisions and resolve issues efficiently.

•Collaborated with cross-functional teams to resolve complex customer issues and ensure timely follow-up.

•Built strong customer relationships through active listening and empathetic communication.

•Documented all customer interactions accurately in CRM systems to ensure continuity of service.

•Consistently met or exceeded KPIs including call quality, first-call resolution, and customer satisfaction targets.

•Supported team members by sharing best practices for handling challenging customer interactions.

•Increased customer retention by delivering personalized and solution-focused support.

Customer Service Representative Health & Wellness Services – Remote 07/2022 – 06/2025

•Handled 60–90 daily inbound calls from patients, providers, and insurers, resolving inquiries related to appointments, billing, prescriptions, and health plan benefits.

•Provided empathetic, confidential support to patients regarding test results, care coordination, and account status, ensuring full HIPAA compliance.

•Navigated complex healthcare systems and portals to process provider data, pre-authorizations, and reimbursement requests while ensuring HIPAA compliance.

•Collaborated with internal departments—including claims, network, and IT—to resolve escalated provider and member concerns efficiently.

•Educated providers and members on benefit coverage, payment integrity solutions, and cost-containment strategies.

•Maintained detailed and accurate records of all interactions in CRM systems including Salesforce and internal ticketing platforms.

•Consistently met or exceeded performance metrics including first-call resolution, average handle time, and CSAT scores.

•Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes.

Customer Service Representative Payitent – Remote 12/2020 – 06/2022

•Served as primary point of contact for 60+ member and provider inquiries per day, resolving benefits eligibility, referral, and pre-authorization questions with a 98% accuracy rate.

•Guided patients through complex provider network navigation—verifying in-network providers, coordinating specialist referrals, and securing prior authorizations—reducing denial rates by 15%.

•Processed and documented 100+ pre-authorization and referral requests weekly, ensuring full HIPAA compliance and DOT drug-testing policy adherence.

•Collaborated with clinical teams, utilization management, and external labs to expedite urgent authorizations, achieving 95% on-time turnaround for high-priority cases.

•Educated members on benefit design, out-of-pocket costs, and HSA/FSA options, boosting customer satisfaction scores by 12%.

•Investigated and resolved billing and payment discrepancies, resulting in a 20% reduction in member billing complaints year-over-year.

•Maintained a 4.8/5 quality rating on post-call surveys through strong empathy and active-listening skills.

•Trained and mentored 5 new team members on healthcare policies, systems navigation, and documentation best practices for documentation, accelerating ramp-up time by 30%.

•Drafted SOP updates based on call-queue metrics and member feedback, increasing first-contact resolution from 72% to 85%.

•Leveraged bilingual Spanish skills to serve diverse member populations, increasing engagement in that cohort by 25%.

EDUCATION

Bachelor of Science, Computer Science • Joseph Ayo Babalola University, Nigeria

CERTIFICATIONS

•Microsoft Office Specialist (Excel) – 2022

•Data Analytics Professional Certificate – 2022

•G-Suite Training

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