Summary
Overview
Work History
Education
Skills
Timeline
Generic

ATINUKE ADEGBENRO

Carrollton,TX

Summary

Dedicated and customer-focused professionals with a proven track record in maintaining positive customer relationships and delivering excellent service. Proficient in call center operations, capable of handling difficult client interactions over the phone as well as effectively responding to inquiries via chats and email channels. Seeking a challenging position where I can leverage my communication skills and experience in providing support to enhance the overall customer experience. Known for being trustworthy, ethical, and discreet, with a strong dedication to achieving results. Familiar with customer service systems such as Salesforce and SAP.

Overview

11
11
years of professional experience

Work History

Customer service Advisor - Remote

American Standard Inc
07.2023 - Current
  • Meet and exceed established quality assurance, productivity, and sales targets as directed by the management team.
  • Process sales orders and warranty requests for both parts and complete products efficiently and accurately.
  • Resolve issues and conflicts in a manner that benefits both the consumer and the company, adhering to established policies and procedures while utilizing sound judgment, creative problem-solving, and a consumer-centric approach.
  • Utilize every interaction as an opportunity to promote the brand, deliver exceptional services, showcasing complete product solutions, and demonstrating expert product knowledge.
  • Actively participate in team meetings, providing valuable feedback on industry trends and insights.
  • Engage in ongoing training sessions, product updates, and remain informed about changes such as new promotions, discontinued items, service bulletins, product pricing, etc.
  • Collaborate with team members to develop solutions aimed at enhancing consumer experiences and streamlining company processes.
  • Manage diverse inquiries from consumers and end users including project site lead, plumbers and contractors.
  • Offer support and guidance on the installation of bathroom and kitchen products such as faucets, shower systems, sinks, and toilets, ensuring satisfaction and ease of use.
  • Track fulfillment center orders to make sure the right address receives the product in a timely manner.
  • Foster relationships that uphold brand values and foster consumer loyalty.

Customer Support Specialist

Teladoc Health Inc.
12.2020 - 03.2023
  • Responsible for reporting recurring escalation issues to the Patient Support supervisor/manager to capitalize on recurring items that cause patient abrasion.
  • Interacts with various departments to obtain information and resolve outstanding patient issues.
  • Assist patient requests through varied channels of communication.
  • Handles Inbound and outbound patient communications needed from various departments.
  • Inputs patient information forms with a high degree of accuracy.
  • Comply with all applicable regulations (i.e., HIPAA).
  • Handles irate calls from patients or clients.
  • Records customer interactions on accounts regarding information provided, received, or actions taken.
  • Support patients in need of helpdesk support or technology concerns (i.e., Video Help, Microphone assistance, etc.).
  • Perform specialized duties for subsidiaries (Health and Hospital systems).

Customer service Representative

Teladoc Health Inc.
09.2018 - 12.2020
  • Utilize excellent communication skills to answer inbound calls and assist our members with various needs including registration, updating medical information, and scheduling consultations.
  • Assist patient Connect with the provider for their telemedicine appointment.
  • Maintain confidentiality and HIPAA compliance, also secure sensitive information.
  • De-escalating calls from irate customers, also submitting escalation and contacting necessary department.
  • Educating members on Teladoc products and services.
  • Process members prescription request and ensure members medication is sent to the preferred pharmacy.
  • Assist members in navigating through Teladoc portal, also provide login information and reset password.
  • Ensure members are contacted by the provider when consultations are scheduled.
  • Adhering strictly to MSA’s and utilizing all resources available to avoid missing information.

Customer service Advocate

UnitedHealth Care Students Resources
03.2016 - 11.2017
  • Respond to and resolve on the first call, customer service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence.
  • Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider.
  • Intervene with care providers (doctor’s office) on behalf of the customers to assist with appointment scheduling or connections with internal specialists for assistance when needed.
  • Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient.
  • Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member.
  • Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues.
  • Provide education and status on previously submitted pre-authorizations or pre-determination requests.
  • Meet the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, first call resolution and attendance.

Customers service Representative

Broad express medical supply & equipment
04.2014 - 02.2016
  • Greeted visitors to the facility, answered questions and directed them to the appropriate individuals.
  • Handle customer’s inquiries, complaints, billing questions and payment extension/service request.
  • Answer the phone and transfer calls to an appropriate individual/ department.
  • Received and distributes mails to appropriate departments.
  • Manage a high-volume workload within deadline –driven environment.
  • Improved communication with others to ensure a positive working relationship for future business.
  • Utilized problem solving skills to assist customers and encourage continual feedback.
  • Organized and maintained office files and records.
  • Analyzing customers’ needs for new supply and responding effectively.
  • Provides administrative support to business operations by performing processing tasks such as data entry, scanning, mail sorting or similar activities.
  • Performs clerical tasks in the data entry function.
  • Ensures accuracy and completeness data.
  • Input customers Data and customers information.
  • Transcribes routine pre-coded and identifiable alphanumeric data from source document and/or phone call into an automated system.

Education

Bachelor of Science - Banking And Finance

Olabisi Onabanjo University
Ogun State, Nigeria.
08-1999

Skills

  • Excellent communication skills
  • Strong customer service and interpersonal skills
  • Conflict resolution and de-escalation techniques
  • Proficient in navigating technology platforms and providing technical support
  • Detail-oriented
  • Familiarity with HIPAA regulations

Timeline

Customer service Advisor - Remote

American Standard Inc
07.2023 - Current

Customer Support Specialist

Teladoc Health Inc.
12.2020 - 03.2023

Customer service Representative

Teladoc Health Inc.
09.2018 - 12.2020

Customer service Advocate

UnitedHealth Care Students Resources
03.2016 - 11.2017

Customers service Representative

Broad express medical supply & equipment
04.2014 - 02.2016

Bachelor of Science - Banking And Finance

Olabisi Onabanjo University

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ATINUKE ADEGBENRO