Harold Ofori
Chicago,IL
Summary
Dynamic call center representative with 7 years of experience in customer service excellence, proficient in client satisfaction and support. Skilled in managing high-call volumes and improving service processes.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Medical Call Center Specialist
Roswell Park Comprehensive Cancer Center
06.2023 - 7 2025
- Led team of call center representatives, improving customer service quality and response times.
- Developed 4 training programs for new hires, enhancing onboarding experience and retention rates.
- Led service recovery efforts for escalated customer interactions and ensured resolution within defined timeframes, improving client satisfaction by 30%.
- Implemented process improvements that streamlined communication between departments, enhancing patient experience and boosting team performance 20%.
Enrollment Call Center Agent & Academic Advisor
University of Colorado Online Programs
09.2021 - 05.2023
- Managed over 200 inbound calls, providing accurate information to prospective students, raising efficiency 18%.
- Efficiently resolved students' complex inquiries regarding admissions, academic policies, and curriculum, enhancing overall customer satisfaction and support experience.
- Converted prospective students into enrolled students by managing inquiries and applications driving service improvements 10%.
- Navigated student/parent issues to ensure accurate and timely resolutions, connecting families with appropriate resources.
- Operated management systems to register new applicants for courses and built rapport with students and parents enhancing long-term enrollment retention.
Client Retention Specialist
Dun & Bradstreet Plan Services
05.2019 - 07.2021
- Handled 60–80 inbound calls/day, achieved 92% Customer Satisfaction (CSAT), cut average handle time (AHT) from 8:10 to 5:05.
- Engaged directly with customers expressing an intent to cancel or downgrade, and through my empathetic and solutions-driven approach, helped them rediscover the value of our platform, achieving a 7-Day Stick Rate of 95% and a Save Rate Target of 90%.
- Succeeded in upselling products, boosting revenue 15%
Late Collections Specialist II
Carmax Autofinance
03.2018 - 05.2019
- Managed 80 inbound and outbound calls/day, and achieved 95% Customer Satisfaction (CSAT).
- Developed and implemented effective communication strategies with debtors to enhance payment compliance.
- Utilized empathetic and solution-focused interactions which enhanced customer trust and retention.
- Facilitated team training sessions on effective collections strategies, raising departmental performance.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
Early Collections Specialist I
Carmax Autofinance
01.2016 - 03.2018
- Worked in call center environment handling 80 inbound and outbound calls/day, and achieved 92% Customer Satisfaction (CSAT).
- Managed delinquent accounts, ensuring timely collections and minimizing losses.
- Developed payment plans tailored to customer needs, enhancing repayment rates.
- Conducted thorough account reviews to identify discrepancies and resolve issues efficiently.
- Implemented process improvements to streamline collections workflows and reduce turnaround time.
Education
Master of Public Health - Public Health
Medical College of Pennsylvania & Hahnemann University
Philadelphia, PABachelor of Science - Biochemistry
The Ohio State University
Columbus, OHSkills
- Client retention strategies
- Strong verbal and written communication
- Effective team leadership
- De-escalation techniques
- Proficient in CRM software (Zendesk, Zoho Desk, Salesforce, etc)
- Proficient in Microsoft Office Suite (Outlook, Word, PowerPoint, Excel, SharePoint)
- Upselling techniques proficiency
- Call center & Inbound call management
- Effective problem solving
- Strong analytical skills
Certification
- HIPAA Certification (2014)
Languages
Polish
Limited Working
Timeline
Medical Call Center Specialist
Roswell Park Comprehensive Cancer Center
06.2023 - 7 2025
Enrollment Call Center Agent & Academic Advisor
University of Colorado Online Programs
09.2021 - 05.2023
Client Retention Specialist
Dun & Bradstreet Plan Services
05.2019 - 07.2021
Late Collections Specialist II
Carmax Autofinance
03.2018 - 05.2019
Early Collections Specialist I
Carmax Autofinance
01.2016 - 03.2018
Master of Public Health - Public Health
Medical College of Pennsylvania & Hahnemann University
Bachelor of Science - Biochemistry
The Ohio State University