Customer Service Representative - Technical Support

BABALOLA DARAMOLA

706-***-**** ***********@*****.*** Anna, TX 75409

Professional Summary

Customer Service Representative with 6+ years of experience supporting customers across retail, healthcare, and employee benefits environments. Proven ability to deliver exceptional service through phone, email, and chat while resolving complex inquiries with empathy, professionalism, and accuracy. Experienced in account management, benefits support, billing inquiries, order resolution, technical troubleshooting, and case documentation using CRM and ticketing systems. Adept at de-escalating customer concerns, collaborating with cross-functional teams, and maintaining compliance with company policies and privacy standards. Recognized for consistently exceeding performance expectations, improving customer satisfaction, and thriving in fast-paced, high-volume remote and hybrid customer service environments. Technical Skills

Customer Support & Issue Resolution CRM Systems (e.g., Zendesk, Salesforce, ServiceNow) Call Center Operations Escalation Handling Technical Support Conflict Resolution Order Management Team Collaboration Email, Chat, and Phone Support Customer Retention

Work Experience

Customer Service Representative Chewy.com, Richardson, TX September 2025 – Present

• Delivered exceptional customer service through phone, email, and chat, managing 50+ customer interactions daily while maintaining a 95% customer satisfaction (CSAT) rating and consistently meeting quality, productivity, and first- contact resolution goals.

• Assisted customers with product selection, orders, shipping updates, returns, refunds, exchanges, payment inquiries, account management, and pet nutrition questions, providing personalized, solution-focused support.

• Researched and resolved order discrepancies, delivery issues, payment concerns, and other complex customer inquiries with professionalism, empathy, and a strong focus on first-contact resolution.

• Recommended products and Auto-ship subscription options based on pet breed, age, dietary needs, and lifestyle, contributing to increased customer loyalty, repeat purchases, and a 15% increase in recurring subscription enrollments.

• Utilized Zendesk to accurately document customer interactions, manage support tickets, update customer accounts, and escalate complex issues to fulfillment, pharmacy, logistics, and specialty support teams for timely resolution.

• Collaborated with warehouse, shipping, and cross-functional teams to resolve order fulfillment and delivery issues, improving on-time resolution by 10–20% while ensuring a seamless customer experience.

• De-escalated challenging customer situations through active listening, empathy, and effective problem-solving, following up on unresolved cases to achieve resolution within an average of 24 hours.

• Maintained customer confidentiality and compliance with company policies while contributing to knowledge base and FAQ enhancements that improved self-service resources and reduced repeat customer inquiries. Customer Service Representative UnitedHealth Group, Minneapolis, MN April 2023 – August 2025

• Delivered compassionate, HIPAA-compliant customer support to members, patients, providers, and caregivers through phone, email, and chat, managing high-volume inquiries related to health plans, benefits, claims, billing, eligibility, coverage, and prescription authorizations.

• Assisted members with benefit verification, plan enrollment, account updates, provider searches, referrals, appointment coordination, and prior authorization requests while ensuring accurate and timely service delivery.

• Investigated and resolved complex issues involving claims, billing discrepancies, eligibility, payments, healthcare services, and insurance coverage by collaborating with providers, pharmacies, care management, clinical support, and internal departments.

• Accurately documented customer interactions, case notes, and resolutions within CRM and EMR/EHR systems, maintaining complete records to support continuity of care, regulatory compliance, and effective case management.

• Educated members, patients, and caregivers on health plan benefits, insurance coverage, copayments, available programs, company policies, and self-service resources, improving customer understanding and engagement.

• Protected Health Information (PHI) by maintaining strict HIPAA compliance, adhering to regulatory requirements, and safeguarding confidential member information throughout all customer interactions.

• De-escalated sensitive customer concerns through active listening, empathy, and effective problem-solving, consistently delivering positive outcomes while enhancing the overall member experience.

• Consistently exceeded key performance metrics, including Customer Satisfaction (CSAT), Quality Assurance (QA), First Call Resolution (FCR), Average Handle Time (AHT), productivity, adherence, and compliance standards while remaining current on healthcare regulations, benefit plans, and organizational policies. Customer Service Representative AAA, Coppell, TX July 2020 – March 2023

• Responded to high-volume inbound calls, emails, and online inquiries from members regarding memberships, roadside assistance, insurance products, travel services, billing, and account management.

• Assisted members with new memberships, renewals, upgrades, cancellations, billing inquiries, payment processing, and account updates.

• Coordinated roadside assistance requests by gathering accurate information and dispatching service providers while providing timely status updates.

• Researched and resolved customer concerns related to memberships, service requests, billing discrepancies, insurance inquiries, and account issues.

• Accurately documented customer interactions, service requests, and case resolutions within CRM and customer management systems.

• Educated members on membership benefits, insurance products, travel services, discounts, promotions, and company policies.

• Collaborated with dispatch centers, roadside service providers, insurance representatives, travel specialists, and internal departments to resolve complex customer concerns.

• De-escalated challenging customer situations through empathy, active listening, and effective problem-solving while maintaining a professional and customer-focused approach.

• Protected customer information by maintaining confidentiality and complying with company policies and data privacy standards.

• Met and exceeded established performance metrics, including customer satisfaction (CSAT), quality assurance (QA), first-call resolution (FCR), productivity, and service level agreements (SLAs).

• Remained current on company products, membership programs, insurance offerings, travel services, and operational procedures through ongoing training.

Education

B.S. ACCOUNTING, Bowen University, Iwo

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