Open To Work
TOCHUKWU V. OKEKE
Houston
Summary
Results-driven Customer Experience Representative with expertise in high-volume call centers and healthcare support. Specializes in resolving customer inquiries on first contact and providing empathetic service. Experienced in maintaining compliance with HIPAA and achieving performance metrics. Committed to contributing to team success and aligning with organizational goals.
Overview
5
5
years of professional experience
Work History
Epic Helpdesk Support (Tier 1)
Sutter Health
09.2025 - 11.2025
- Managed high-volume inbound calls from clinicians and staff, delivering technical support and issue resolution.
- Diagnosed and resolved system issues on first contact using structured troubleshooting methods.
- Logged incidents in ServiceNow, ensuring accurate documentation and timely follow-up to enhance resolution efficiency.
- Consistently achieved service-level agreements (SLAs) and upheld quality standards in all interactions.
- Enhanced customer satisfaction by delivering knowledgeable and friendly service during problem resolution.
- Escalated complex issues while owning customer experience, facilitating seamless resolution for end-users.
- Conducted comprehensive research and data analysis to support strategic planning initiatives and informed decision-making.
Epic Remote Support Specialist
Optum Health
02.2025 - 04.2025
- Resolved technical issues promptly, reducing workflow disruption and improving user satisfaction
- Delivered remote technical support using phone and remote-access tools (Five9, Bomgar) to enhance user experience
- Assisted users across multiple systems, ensuring accurate and efficient resolutions to their concerns
- Exhibited strong independent work ethic while collaborating with remote teams
Epic Clinical & Application Support (Contract Roles)
Various Healthcare Organizations
01.2021 - 01.2025
- Supported clinicians and staff with EMR systems, enhancing system usability across Epic, Cerner, Athena, Meditech, and Allscripts
- Troubleshot technical and workflow issues, resolving challenges to elevate user efficiency and experience
- Facilitated user training and system adoption, promoting seamless transition and utilization of EMR systems
- Learned new systems and collaborated with diverse teams in healthcare
Patient Service Representative
Optum Health
Houston
09.2024 - 12.2024
- Managed high-volume inbound and outbound calls, assisting patients with scheduling, billing, and inquiries to ensure smooth patient experiences.
- Delivered exceptional customer service, consistently meeting call center KPIs for AHT and CSAT to enhance overall patient satisfaction.
- Resolved customer concerns on first contact, minimizing escalations and improving patient satisfaction ratings.
- Documented patient interactions, payments, and account updates accurately in CRM systems.
- Maintained HIPAA compliance and upheld data privacy standards consistently.
Epic Helpdesk Support
Memorial Hermann
Houston
09.2024 - 11.2024
- Provided Tier 1 support in fast-paced healthcare call center, enhancing patient experience
- Resolved login, password, and navigation issues with high first-call resolution rates
- Ensured compliance with HIPAA and internal security protocols
- Maintained accurate documentation and high standards for customer interactions, ensuring compliance and satisfaction
- Collaborated with team members to achieve project objectives and meet deadlines, contributing to team success.
Education
Bachelor of Science - International Relations
Cyprus International University
01-2016
Skills
- CRM & Ticketing Systems
- Remote Support Tools
- EMR Systems
- Patient Data Management
- Data security
- First Call Resolution
- Multitasking & System Navigation
- Communication skills
- Customer satisfaction
- Conflict resolution
- Microsoft Office
- System adoption
Additional Qualifications
- Proven ability to meet attendance, schedule adherence, and performance metrics
- Strong problem-solving and decision-making skills
- Comfortable working in fully remote, fast-paced environments
- Flexible availability (evenings, weekends, holidays)
- Committed to delivering high-quality customer experiences
Work Preference
Job Search Status
Open to workWork Type
Full TimePart TimeContract WorkGig WorkLocation Preference
RemoteOn-SiteHybridSalary Range
$45000/yr - $200000/yrTimeline
Epic Helpdesk Support (Tier 1)
Sutter Health
09.2025 - 11.2025
Epic Remote Support Specialist
Optum Health
02.2025 - 04.2025
Patient Service Representative
Optum Health
09.2024 - 12.2024
Epic Helpdesk Support
Memorial Hermann
09.2024 - 11.2024
Epic Clinical & Application Support (Contract Roles)
Various Healthcare Organizations
01.2021 - 01.2025
Bachelor of Science - International Relations
Cyprus International University