Customer Service Representative - Technical Support

CHRISTINE IFEANYI-OKAFOR

Houston, TX 346-***-****

*****************@*****.***

PROFESSIONAL PROFILE

Friendly and dedicated Customer Service Representative with over 5 years of experience in delivering exceptional service across diverse industries. Skilled in problem-solving, conflict resolution, and creating positive customer experiences. Proven ability to multitask, work efficiently under pressure, and maintain strong customer relationships. Seeking to contribute expertise and positive attitude to a dynamic customer support team.

AREAS OF EXPERTISE

● Excellent verbal and written communication skills.

● Escalation Management & Follow-Up Care

● Remote Work Collaboration (Zoom, Teams, Slack)

● Technical Troubleshooting & Problem Solving

● Confidentiality

● Customer-focused approach.

● Attention to detail.

● Accuracy and Attention to detail.

WORK EXPERIENCE

Fiserv 09/2022 - Present

Customer Service Representative

● Acted as the primary point of contact for customer inquiries via inbound calls, emails and live chats.

● Assisted customers with navigating complex healthcare systems, claims, and device usage, resulting in 95%+ satisfaction scores.

● Troubleshoot technical issues with devices and portals, educating customers on product features and ensuring optimal usage.

● Consistently exceeded metrics for call resolution time, CSAT, and first-contact resolution. WORK EXPERIENCE

BroadPath 03/2019 - 08/2022

Customer Service Representative

● Handled high-volume inbound and outbound calls supporting Medicare Advantage members with benefits, billing, and prior authorizations.

● Resolved technical access issues for patient portals and educated members on digital health tools.

● Monitored and documented patient interactions using Zendesk and EHR systems to ensure accuracy and compliance.

● Collaborated cross-functionally to resolve escalated concerns, improving first-contact resolution rates by 18%

● Achieved a 100% customer satisfaction rate through active listening and problem-solving techniques. EDUCATION

Associates in Science - Health Sciences, Houston Community College, Houston, TX.

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