Damilola Oladele
Forney
Summary
Customer-centric and results-driven Remote Customer Service Specialist with 4+ years of experience in high-volume contact centers and healthcare support environments. Proven ability to manage 75-150 calls per day, resolve complex customer inquiries, and maintain exceptional satisfaction scores. Skilled in CRM systems (Salesforce, CVS proprietary platforms), HIPAA compliance, and technical troubleshooting. Strong multitasking, written/verbal communication, and time management abilities. Adept at working independently in remote settings and learning new platforms quickly. Seeking a fully remote Customer Service Representative role to contribute to customer retention and operational excellence.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Dual Personal Line
Dallas
01.2025 - 06.2025
- Handle customer inquiries through incoming calls and emails
- Manage and resolve customer complaints through problem identification and escalation of priority issues
- Provide customers with product and service information
- Process orders, forms, and applications
- Route calls to appropriate resources
- Update job knowledge by participating in educational opportunities
- Enhance the company brand by exploring opportunities to add value to job functions and processes
- Cross-train for basic knowledge of other company departments
- Train other Customer Service Representatives on new systems and functions
- Assist management on various projects as needed
- Act and perform as a leader amongst other representatives in the department contributing to a collaborative environment
Sales Representative
TZ Insurance
Richardson
06.2022 - 04.2025
- Engaged customers to identify needs and provide tailored product recommendations.
- Developed strong relationships with clients through effective communication and follow-up.
- Utilized CRM systems to track sales activities and manage customer interactions.
- Conducted product demonstrations to showcase features and benefits to potential buyers.
- Collaborated with team members to strategize on sales approaches and techniques.
- Assisted in organizing promotional events to enhance brand visibility and attract customers.
- Resolved customer inquiries and complaints promptly to maintain satisfaction levels.
- Maintained up-to-date knowledge of product offerings and industry trends for informed selling.
- Developed key customer relationships to increase sales.
- Coordinated with other departments to ensure timely delivery of orders.
- Collaborated with marketing team to create promotional materials for products and services.
- Identified areas of improvement in existing processes and implemented solutions accordingly.
Remote Customer Service Representative
CVS SPECALITY
Dallas
10.2024 - 11.2024
- Delivered high-quality customer service remotely, assisting patients with prescription inquiries, medication refills, and specialty pharmacy needs.
- Addressed patient concerns professionally, providing accurate information on medications, insurance coverage, and payment options.
- Utilized the CVS Specialty CRM system to document patient interactions, track issues, and ensure follow-ups for ongoing patient needs.
- Collaborated with pharmacists, insurance companies, and healthcare providers to resolve complex cases and streamline patient support.
- Consistently met key performance indicators (KPIs), including response times, resolution rates, and patient satisfaction scores, while maintaining HIPAA compliance.
Customer Service
CAREMETX
Dallas
01.2024 - 07.2024
- Assisted patients, healthcare providers, and insurance companies with benefit verification, prior authorization, and medication access inquiries.
- Facilitated communication between patients and insurance carriers to resolve claims and coverage issues, ensuring timely access to necessary medications and treatments.
- Processed high-volume patient requests while maintaining strict adherence to HIPAA and other healthcare regulations.
- Used CRM tools and proprietary software to track patient cases, document interactions, and manage follow-ups, ensuring smooth transitions through various stages of care.
- Provided compassionate and professional support to patients, guiding them through complex healthcare processes to improve outcomes.
Central Operations Associate
AMAZON
Dallas
10.2022 - 11.2023
- Delivered top-notch customer support to Amazon clients via phone, email, and chat, resolving issues related to orders, shipping, returns, and account management.
- Assisted customers with troubleshooting technical problems and navigating the Amazon platform to enhance their overall shopping experience.
- Managed a high volume of customer interactions, ensuring quick and accurate resolutions while maintaining a high level of customer satisfaction.
- Collaborated with various internal departments, including logistics and IT support, to resolve complex issues and ensure smooth operations.
- Tracked and documented all client interactions in the CRM system, providing detailed feedback to enhance customer service.
Education
Associate's degree - Computer Science
Dallas College
Dallas, TX05-2026
Bachelor of Arts - Communications
Dominion University
Ibadan, Nigeria10-2023
Skills
- Quality management
- Multitasking
- Sales
- Customer relationship management
- Customer service
- Closing
- Inbound Calling
- Communication skills
- Time management
- Outbound calling
- CRM
- Data entry
- Phone etiquette
- Project management
- Marketing strategies
- Shipping and logistics
- Coordination
- In-store support
- Product and service solutions
- Microsoft PowerPoint
- Warehousing functions
- Appointment scheduling
- Microsoft office expertise
- Active listening
- Cultural awareness
- Customer education
- Customer relations
- Call center experience
- Relationship building
Additional Information
Maintained a quiet, secure home office environment., Experienced in learning new systems quickly in fast-paced virtual environments., Proficient in Salesforce, Gmail, Google Docs, and MS Office tools., Administrative support duties include lead/contact management, report generation, and CRM record updates., Collaborated with CSM teams for escalations, console setup, account updates, and data entry., Participated in remote team meetings, process improvement pilots, and customer data audits., Remote Customer Service & Support, Inbound/Outbound Call Management, Conflict Resolution & De-escalation, CRM Systems (Salesforce, proprietary tools), HIPAA Compliance & Data Privacy, Live Chat & Email Support, Technical Troubleshooting, Knowledge of FCRA Guidelines, Typing Speed: 47 WPM, Strong Written & Verbal Communication, Google Workspace, Microsoft Office Suite, Web Browsers: Chrome, Edge, Firefox
Personal Information
Willing To Relocate: Anywhere
Timeline
Customer Service Representative
Dual Personal Line
01.2025 - 06.2025
Remote Customer Service Representative
CVS SPECALITY
10.2024 - 11.2024
Customer Service
CAREMETX
01.2024 - 07.2024
Central Operations Associate
AMAZON
10.2022 - 11.2023
Sales Representative
TZ Insurance
06.2022 - 04.2025
Associate's degree - Computer Science
Dallas College
Bachelor of Arts - Communications
Dominion University
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