Bukola Bakare

• Promptly responding to members and non-members regarding their healthcare needs
• Maintained up-to-date knowledge of industry changes through ongoing professional development training sessions and webinars.
• Actively working towards achieving and exceeding personal set goals and company goals
• Achieve sales standards for the department by effectively communicating Humana campaigns to customers
• Built strong relationships with clients for long-term success by providing exceptional customer service and support.

• Provided supervision and guidance to customer service team members
• Resolved escalated customer issues and disputes effectively
• Trained, mentored, and onboarded new agents, ensuring alignment with company standards
• Promptly responding to customer queries via email, live chat, video, phone, and social media channels
• Working as a Tier 2 agent supporting and coaching Tier 1 agents.
• Enhanced team productivity by implementing efficient project management tools and processes.

Keep records of customer interactions, process customer accounts, and file document

• Data entry and research as required to troubleshoot customers' problems with Excel sheet
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.