AHMED LADIPO
Houston,TX
Summary
Talented Lead Customer Service Representative polished in balancing customer needs and company demands. Committed to building loyalty and long-term relationships with customers and achieving individual sales goals. Expertly coordinates customer service teams and coordinates programs to enhance productivity.
Overview
17
17
years of professional experience
Work History
Lead Customer Service Representative/Data Analyst
TRIPPLESTAR LLC
Beaumont, TX
06.2017 - Current
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Excelled in exceeding daily credit card application goals.
- Generated weekly, monthly, quarterly reports summarizing key performance indicators for management review.
- Provided top quality control and eliminated downtime to maximize revenue.
- Prevented key account losses by researching discrepancies and correcting problems.
- Collaborated with stakeholders to develop improved strategies for responding to customers' needs.
- Coordinated with other departments to ensure a smooth workflow across all channels of communication.
- Assisted in resolving escalated customer complaints.
- Took special orders in person and over telephone, generating additional revenue every month.
- Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Maintained up-to-date knowledge of company products and services.
- Mentored junior team members and managed employee relationships.
- Supported sales team members to drive growth and development.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Strengthened customer retention by offering discount options.
- Verified accuracy of data entry into company database system.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Maintained high levels of professionalism when interacting with customers both verbally and written.
- Developed trust relationships with customers to ensure repeat business opportunities.
- Processed orders accurately according to established guidelines and timelines.
- Utilized computer systems to access accounts for research purposes.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
Healthcare Customer Service Representative
AUTUMN GROVE LLC
Houston, TX
08.2012 - 04.2017
- Verified patient demographics and insurance information in electronic system.
- Assisted with recruiting efforts for new employees within the organization's health department.
- Collaborated with clinical and administrative staff to meet patient needs.
- Reported liabilities and risk management concerns to supervisor for review.
- Documented patient information, treatment provided and vitals in patient charts.
- Engaged in risk management by inspecting vehicles, equipment and medical supplies for operability and safety.
- Instructed patients on policies and required actions for different types of appointments and procedures.
- Collected patient responsibility estimate determined by insurance at pre-registration.
- Administered medication, bandaged wounds and handled medical devices to aid patients in achieving recovery objectives.
- Maintained up-to-date knowledge of relevant laws and regulations governing the provision of healthcare services.
- Built trust and rapport with prospective patients to understand treatment needs and determine appropriate level of care.
- Maintained customer accounts and information in electronic reporting system.
- Delivered financial counseling to patients and families with policies and assistance programs.
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
- Educated referral sources and patients on qualifications of services and third party billing guidelines.
- Compiled information from patients and caregivers or family members to identify care concerns.
- Stayed current on community-based resources and services useful to patients.
- Provided administrative support to further organizational objectives and patient care goals.
- Assisted physicians with paperwork for clinical visits and procedures.
- Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
- Provided top quality control and eliminated downtime to maximize revenue.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
CUSTOMER CARE COORDINATOR
GUARANTY CLINIC LLC
CYPRESS, TX
03.2008 - 08.2012
- Provided excellent customer service by responding to inquiries promptly and accurately.
- Negotiated with customers, resolving disputes and maintaining positive relationships.
- Developed customer satisfaction goals and coordinated with the team to meet them on a consistent basis.
- Contacted customers about potential service upgrades, new services and account changes.
- Implemented strategies to manage customer churn and enhance customer loyalty.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Recognized patterns in recurring customer problems and worked proactively to address them.
- Participated in weekly team meetings to discuss targets, achievements, and customer service metrics.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Resolved customer complaints quickly and efficiently.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Conducted customer satisfaction surveys and recommended product improvements to management based on feedback.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Took special orders in person and over telephone, generating additional revenue every month.
- Kept ahead of industry developments and applied best practices to areas of improvement.
- Trained new staff on company customer service policies and procedures.
- Addressed customer questions and concerns regarding products and services.
- Led on- and off-site customer support teams across multiple time zones.
- Assisted customers with product selection, order placement and payment processing.
Education
Bachelor of Science -
THE POLYTECHNIC IBADAN
02-2011
Skills
- Membership renewals
- Team training and leadership
- Credit card processing
- Fast learner
- Problem-solving
- Attention to detail
- Willingness to lead
- Customer support
- Quality control
- Team performance
- CRM software knowledge
- Chargeback research
- Payment processing
- Database maintenance
- Help desk support
- EXCEL CRM
- MS office applications
- Call center experience
- Database management
- Order processing
- Customer service
- Interpersonal communication
- Service metrics tracking
- Relationship management
- Administrative support
- Positive and friendly
- Appointment scheduling
- Escalation management
- Order fulfillment
- Customer correspondence
- Customer complaint resolution
- Account management
- Call management
- Team member training
- Complaint handling
- Work prioritization
- Complaint resolution
- Multitasking and organization
- Customer account management
- Team task delegation
- Service recommendations
- Appointment setting
- CRM software
Timeline
Lead Customer Service Representative/Data Analyst
TRIPPLESTAR LLC
06.2017 - Current
Healthcare Customer Service Representative
AUTUMN GROVE LLC
08.2012 - 04.2017
CUSTOMER CARE COORDINATOR
GUARANTY CLINIC LLC
03.2008 - 08.2012
Bachelor of Science -
THE POLYTECHNIC IBADAN
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