ELIZABETH DAGOGO
Kingwood
Summary
An experienced Senior Customer Support Representative with substantial background in providing high-quality customer service. Strengths include handling complex customer inquiries, . History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities, managing escalated issues effectively and fostering strong customer relationships. Proven ability to lead team initiatives that enhance operation efficiency and improve customer satisfaction levels. Demonstrated impact on previous organizations includes implementing innovative solutions to streamline support functions and increase overall productivity, currently seeking an opportunity to utilize my skills to secure employment in a reputable organization
Overview
22
22
years of professional experience
1
1
Certification
Work History
Senior Customer Support Representative
Nationstar Mortgage
Dallas
09.2020 - Current
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Identified trends in complaints and requests by analyzing past incidents and developing solutions accordingly.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Maintained up-to-date records of all interactions with customers in the company's CRM system.
- Ensured compliance with applicable laws, regulations, policies, and procedures relating to customer support activities.
- Developed relationships with customers to foster loyalty and repeat business.
- Developed detailed documentation for processes and procedures related to customer support operations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Provided high-level customer service to resolve escalated customer inquiries.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Attended conferences or seminars related to customer service topics as required by management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Assisting customers with their mortgage inquiries, resolving issues, and providing exceptional service to ensure a positive experience.
- Possessing a strong understanding of mortgage-related procedures, terminology and regulations to effectively assist customers.
- Addressing questions about loan payments, account information, payoff quotes, principal curtailments, tax and insurance disbursements, escrow analysis, and other mortgage-related matters
- Conducted regular follow-up calls with customers to ensure their needs are being met.
- Worked closely with other departments such as sales, marketing, originations, core servicing, default, loss recovery, and technical support to ensure effective communication between teams and customers.
Pharmacy Help Desk/Customer Service Representative
Anthem Health Inc
Humble
12.2008 - 05.2024
- Computer skills: Microsoft Word, Excel, PowerPoint
- Great attention to detail, highly creative, organized, and detailed oriented
- Opened, sorted, and distributed incoming correspondence, including faxes and email
- Filed and retrieved corporate documents, records, and reports
- Experience with working remotely in a quiet space in my home office
- Responsible for aiding pharmacies as well as internal servicing representatives in addressing and resolving pharmacy issues regarding reimbursement, proper utilization of policies and procedures and coordinating resolution to streamline the process
- Familiarity with online pharmacy claim system
- Knowledge of remotes systems such as Azure VPN, Avaya systems, Citrix, Online safety software to ensure health and safety compliance
- General knowledge of drug names, therapeutic categories, dosage forms, manufacturers, and packaging
- Prepared responses to correspondence containing routine inquiries
- Performed general office duties such as ordering supplies, maintaining records management systems, and performing basic bookkeeping work
- Answered and made over 100 calls daily
- Operated office machines such as Photocopiers, fax, scanner, Computers, and calculator
- Established and maintained customer profiles
- Filed records in alphabetical and numerical order
- Referred unresolved customer grievances to designated departments for further investigation
- Answered customers' questions and provided information on procedures or policies
- Assist Pharmacist in approving medication as authorized by the prescriber
- Provided and maintained quality assurance while helping the client to maintain its #1 status in customer service
- Compile, sort and verify the accuracy of data before it is entered
- Compare data with source documents, or re-enter data in verification format to detect errors
- Locate and correct data entry errors or report them to supervisors
- Maintain logs of activities and completed work
- Review work materials from home as needed to complete work assignments
- Load machines with required input or output media such as paper, cards, disks, tape or Braille media
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
Service Engineer
Shell Petroleum Development Company
05.2003 - 12.2008
- Provided technical support to the business operations unit
- Installed and repaired equipment’s such as power units, generators, air compressors and power tongs
- Consulted with customers to plan layout of equipment
- Studied blueprints, schematics, manuals, and other specifications to determine installation procedures
- Ensured that cost, quality, and output levels met desired targets
- Investigated and resolved equipment failures utilizing knowledge of electronics and using standard test instruments and hand tools
- Supervised workers in testing, tuning, and adjusting equipment to obtain optimum operating performance
- Advised management regarding customer satisfaction, product performance and suggestions for product improvement
Education
Associate of Science - Science
Lone Star College
Houston, TX05-2023
Bachelor’s -
petroleum engineering
Master’s -
business administration
Professional Diploma -
Oil and Gas Safety, Environmental and Security Management
Heating, Air Conditioning, & Refrigeration Mechanic Certificate -
Skills
- IMPACT
- SMART
- Medidata Rave
- INFORM
- LSAMS
- Microsoft BI (SSRS, SSAS, SSIS, SQL Server Reporting)
- Cloudflare
- Microsoft Office
- Excel
- Access
- PowerPoint
- Outlook
- Sharepoint
- Phone based software support
- Multi-tasking
- Creative problem solving
- Team motivation
- Oral communication
- Written communication
- Planning skills
- Project management principles
- Analyzing information
- Organizational skills
- Multi Line phone System
- Data Entry
- Customer Service
- Presentation skills
- Negotiation skills
- Professional approach
- Logical approach
Certification
- Database Administration and Support
- Customer Care Management
- Time Management
- Dispute Resolution Skills
- Health Safety and Environment Certification
- SQM world class certification.
- Project Management
- Intensive Clinical Research Training
- GCP and Human subjects Protection Training
- Society of Clinical Research Professional (SOCRA) member
- Society of Petroleum Engineers (SPE) member
- National Career Readiness Certification
- Registered Air Conditioning & Refrigeration Technician EPA Section 608 Universal Certification
- EPA Section 608 Universal Certification
Personal Hobbies
- International Travel
- Reading
- Carpentry
- Swimming
Timeline
Senior Customer Support Representative
Nationstar Mortgage
09.2020 - Current
Pharmacy Help Desk/Customer Service Representative
Anthem Health Inc
12.2008 - 05.2024
Service Engineer
Shell Petroleum Development Company
05.2003 - 12.2008
Associate of Science - Science
Lone Star College
Bachelor’s -
petroleum engineering
Master’s -
business administration
Professional Diploma -
Oil and Gas Safety, Environmental and Security Management