Promise Akpowowo
New York,NY
Summary
Dedicated and empathetic Customer Service Professional with 5+ years of remote experience delivering high-quality support across email, chat, and phone channels. Proven ability to manage high-volume inquiries, resolve complex issues efficiently, and build strong customer relationships. Skilled in using CRM and ticketing systems like Zendesk, Salesforce, and Freshdesk. A strong communicator with a focus on customer satisfaction, problem-solving, and process improvement.
Overview
10
10
years of professional experience
Work History
Remote Care Coordinator
The Nest Home Support Service
04.2023 - Current
- 2–3+ years of experience in care coordination, case management, or patient support (remote experience a plus)
- Strong understanding of healthcare systems, insurance, and care pathways
- Excellent verbal and written communication skills
- Ability to multitask, prioritize, and manage time effectively in a remote setting
- Comfortable with EHR platforms (e.g., Epic, Cerner, Athenahealth) and collaboration tools (e.g., Zoom, Teams)
- Empathy, patience, and cultural sensitivity when interacting with diverse patient populations
- High-speed internet and a quiet, secure home workspace
Customer Service Representative
CYBERTECH NEXUS
01.2020 - 03.2023
- Resolved customer inquiries through multiple channels, enhancing service response efficiency.
- Processed orders and returns accurately, ensuring seamless transactions for customers.
- Assisted in training new team members on customer service protocols and systems.
- Utilized CRM software to track customer interactions, improving follow-up processes.
Customer Support Specialist
Deloitte NG
02.2016 - 11.2019
- Handled post-sales support, including refunds, returns, and shipping delays.
- Maintained detailed ticket records in Freshdesk and supported peak seasons with high accuracy.
- Consistently met or exceeded SLA targets for response and resolution time.
- Recognized for maintaining top-tier customer satisfaction ratings throughout tenure.
Skills
- Remote Customer Support
- Zendesk, Salesforce, HubSpot, Freshdesk
- Email, Chat, Phone Support
- Customer Relationship Management
- SLA / KPI Performance
- Ticketing & Escalations
- Conflict Resolution
- Technical Troubleshooting
- Knowledge Base Maintenance
Timeline
Remote Care Coordinator
The Nest Home Support Service
04.2023 - Current
Customer Service Representative
CYBERTECH NEXUS
01.2020 - 03.2023
Customer Support Specialist
Deloitte NG
02.2016 - 11.2019