Customer Support & Billing Specialist

ADEY LEYE

Baltimore/DC Area • 240-***-**** • **********@*****.***

CUSTOMER SERVICE REPRESENTATIVE CUSTOMER SUPPORT SPECIALIST ACCOUNT & BILLING SUPPORT PROFESSIONAL SUMMARY

Customer service professional with 8+ years of experience in high-volume phone, email, and chat support, including billing, account, and insurance-related issues. Manage approximately 45–60 cases daily, taking each from intake through resolution, handling escalations, and documenting accurately in CRM and case-management systems. Maintain a 90% QA score and 80% first-contact resolution SLA compliance, with clear communication, empathy, and strong follow-through. CORE SKILLS

Customer Support: High-Volume Case Management Phone, Email & Chat Support First-Contact Resolution Escalation Management Conflict Resolution Active Listening Customer Retention Billing & Account Support: Billing & Account Support Payment Processing Insurance Eligibility Verification Case Documentation

Follow-Up Management Scheduling Data Entry

Systems & Tools: Salesforce Zendesk ServiceNow Microsoft Office Google Workspace Slack Calendly DocuSign GoFileRoom

PROFESSIONAL EXPERIENCE

Customer Support Representative Occam Pharmaceutical Sep 2024 – Present

• Manage approximately 45–60 customer and patient cases per day across phone, email, chat, and case-management platforms, from intake through resolution

• Work directly with customers, healthcare providers, insurance payers, and pharmacies to resolve billing, account, eligibility, and coverage issues

• Review insurance benefits, eligibility, and copay responsibilities to give customers accurate, easy-to-understand information

• Conduct outbound outreach to confirm documentation, approvals, and case status

• Research complex cases, coordinate with internal teams to reach resolution, and escalate high-priority issues with complete documentation

• Maintain accurate case notes in Salesforce, Zendesk, and proprietary systems while meeting privacy and compliance requirements

• Maintain a 90% QA score and 80% first-contact resolution SLA compliance while handling a high daily case volume Customer Support Specialist Crest Vantage Feb 2021 – Aug 2024

• Managed 30+ customer interactions daily through phone, email, and chat, addressing billing, account, service, and technical concerns

• Resolved issues at first contact whenever possible and followed up on cases requiring research or internal coordination

• Maintained accurate CRM records and documentation, supporting customer retention through timely follow-up

• Supported scheduling and administrative coordination while meeting productivity and quality expectations Customer Service Associate Comfort Keepers Jan 2020 – Jan 2021

• Handled billing questions, account updates, payment processing, and scheduling concerns

• Investigated account and documentation issues and escalated complex concerns to the appropriate team

• Maintained accurate customer records while meeting productivity and service expectations Data Entry Specialist Cornerstone Inc. Jun 2018 – Dec 2019

• Processed high-volume financial and administrative documents with accuracy, completeness, and confidentiality

• Reviewed records, corrected discrepancies, and maintained organized electronic files within strict deadlines EDUCATION

Bachelor of Science — Bells University of Technology (BUT), Nigeria

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