Folasade Olumilua
Hockley,Texas
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
4
4
years of professional experience
Work History
Benefit Verification Agent
CVS Specialty Pharmacy
Dallas, TX
04.2022 - Current
- Developed customer relationships and ensured satisfaction with services.
- Provided customer service to clients through phone and email communication.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Delivered excellent service via inbound and outbound calling efforts, meeting established minimum targets.
- Responded promptly to customer service calls and inquiries from diverse groups of individuals.
- Attended team meetings regularly to discuss updates on products, services and policies changes.
- Assisted customers with placing orders, answering questions about products, pricing, availability, product uses and credit terms.
- Maintained accurate records of all customer interactions, process customer accounts and file documents.
- Performed administrative tasks such as data entry, filing paperwork, updating databases and preparing reports.
- Adhered strictly to company policies regarding confidentiality of client information.
- Completed research to thoroughly understand client requirements.
- Followed established procedures for processing returns, exchanges, refunds while maintaining high levels of accuracy.
- Utilized computer systems for tracking, information gathering and and or troubleshooting.
- Actively participated in developing strategies for improving customer relations.
- Processed payments from customers by cash, check or credit cards accurately according to company guidelines.
Customer Service Representative
AbbVie
Austin, TX
09.2020 - 03.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong relationships with customers by providing personalized assistance and support.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Consulted with customers to resolve service and billing issues.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Set up and activated customer accounts.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Made outbound calls to obtain account information.
- Improved customer service wait times to mitigate complaints.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Updated databases with new and modified customer data.
Education
Bachelor of Science - Environmental Science
University of Abuja
Abuja , Nigeria11-2012
NCE - Early Childhood Education
College Of Education
IkereIkere Ekiti, Nigeria09-2006
Skills
- Call Management
- Data Entry
- Inbound and Outbound Calling
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relationship Management (CRM)
- Customer Service
- HIPAA
Languages
English
Full Professional
Yoruba
Native/ Bilingual
Timeline
Benefit Verification Agent
CVS Specialty Pharmacy
04.2022 - Current
Customer Service Representative
AbbVie
09.2020 - 03.2022
Bachelor of Science - Environmental Science
University of Abuja
NCE - Early Childhood Education
College Of Education
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