Uchenna Ofoefule
Richmond,TX
Summary
Dedicated Customer Service Specialist with over 6 years of experience delivering exceptional service in both healthcare and customer service settings. Proficient in handling patient and customer inquiries, managing appointments, and ensuring seamless access to healthcare services. Demonstrates strong communication skills, empathy, and a commitment to patient and customer satisfaction. Adept at coordinating with medical staff, processing insurance claims, managing customer accounts, and maintaining accurate records. Known for problem-solving abilities, and a calm, reassuring presence under pressure. Passionate about improving experiences and contributing to a positive environment.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Prime Therapeutics LLC
02.2025 - Current
- Developed positive relationships with customers through friendly interactions.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Conducted regular follow-up calls with customers after resolving their issues.
- Answered incoming calls in a timely manner and provided accurate information on products and services.
- Resolved customer complaints by identifying problems, researching solutions, and providing corrective action plans.
- Provided customer service support to customers over the phone, responding to inquiries and addressing concerns.
- Participated in weekly team meetings to discuss progress towards goals set by management team.
- Provided accurate, valid and complete information by using the right methods and tools.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Team Lead
Footlocker
07.2021 - 12.2024
- Team Supervision: Led and motivated a team of sales associates, providing guidance, support, and performance feedback to achieve store goals.
- Customer Service: Delivered exceptional customer service by assisting customers with product selections, resolving issues, and ensuring a positive shopping experience.
- Sales Performance: Drove sales performance through effective floor management, meeting and exceeding sales targets, and implementing sales strategies.
- Inventory Management: Oversaw inventory control processes, including receiving shipments, conducting stock counts, and managing product displays.
- Training and Development: Trained new team members on company policies, sales techniques, and product knowledge to ensure high performance and customer satisfaction.
- Store Operations: Assisted with daily store operations, including opening and closing procedures, cash handling, and maintaining a clean and organized store environment.
- Visual Merchandising: Implemented visual merchandising standards to enhance product presentation and maximize sales opportunities.
- Conflict Resolution: Addressed and resolved customer and team member conflicts promptly and professionally, maintaining a positive store atmosphere.
- Performance Reporting: Monitored and reported on team performance, sales trends, and inventory levels to store management.
Location Manager
CVS
03.2020 - 04.2021
- Team Leadership: Supervised and mentored a team of employees, ensuring a high level of performance and adherence to company policies.
- Customer Service Excellence: Ensured outstanding customer service by addressing customer concerns, resolving issues promptly, and maintaining a welcoming store environment.
- Sales and Inventory Management: Monitored and managed store inventory, placing orders as needed and ensuring product availability to meet customer demand.
- Financial Oversight: Managed store budgets, financial reports, and cash handling procedures, ensuring accuracy and compliance with company standards.
- Operational Efficiency: Developed and implemented store policies and procedures to enhance operational efficiency and productivity.
- Training and Development: Conducted training sessions for new employees and ongoing training for existing staff to improve skills and knowledge.
- Merchandising: Planned and executed store displays and promotions to maximize sales and enhance the shopping experience.
- Performance Analysis: Analyzed sales data and store performance metrics, identifying areas for improvement and implementing corrective actions.
- Vendor Relations: Maintained relationships with vendors and suppliers, negotiating contracts and ensuring timely delivery of products.
Patient Access Representative
Fairway Medical Clinic
07.2017 - 12.2019
- Patient Registration Management: Efficiently managed patient registration processes, ensuring accuracy and completeness of demographic and insurance information for seamless admission procedures.
- Insurance Verification: Proficiently verified insurance coverage and eligibility, accurately calculating patient financial responsibility and facilitating payment arrangements to minimize billing discrepancies and delays.
- Electronic Health Records (EHR): Utilized electronic health record (EHR) systems to maintain and update patient records, ensuring compliance with HIPAA regulations and confidentiality standards.
- Patient Assessments: Conducted thorough patient assessments to identify and address special needs or accommodations, ensuring a comfortable and supportive experience for patients and their families.
Patient Coordinator
Infiniti Healthcare
06.2016 - 07.2017
- Patient Reception: Greeted and registered patients upon arrival, ensuring all necessary information was collected and accurately entered into the system.
- Appointment Scheduling: Scheduled and coordinated patient appointments, follow-ups, and referrals, optimizing clinic schedules for maximum efficiency.
- Insurance Verification: Verified patient insurance coverage and obtained prior authorizations, reducing delays in treatment.
- Record Maintenance: Maintained and updated patient records in compliance with HIPAA regulations, ensuring confidentiality and accuracy.
- Patient Communication: Communicated effectively with patients, addressing inquiries and providing information on procedures, treatments, and services.
- Patient Flow Coordination: Collaborated with medical staff to ensure timely patient flow and minimize wait times.
- Billing and Payments: Managed patient billing and payments, assisting with financial inquiries and payment plans as needed.
- Referral Coordination: Coordinated with external healthcare providers and facilities for referrals and transfer of patient records.
- Patient Satisfaction: Conducted patient satisfaction surveys and implemented feedback to improve service quality.
- Policy Implementation: Assisted in the development and implementation of office policies and procedures to enhance operational efficiency.
Education
Associates - Nursing/Liberal Arts
Houston Community College
05.2022
General Studies -
Texas Southern University
01.2020
Skills
- Data Entry
- Regulatory Compliance
- Staff Training and Development
- Process Improvement/Implementation
- Administrative Skills
- Microsoft / Windows
- HIPAA
- Risk Management
- Adaptability
- Shareholder Documentation Creation
- Customer Service
- Time Management
- Insurance verification
- Team leadership
References
References Available Upon Request
Timeline
Customer Service Representative
Prime Therapeutics LLC
02.2025 - Current
Team Lead
Footlocker
07.2021 - 12.2024
Location Manager
CVS
03.2020 - 04.2021
Patient Access Representative
Fairway Medical Clinic
07.2017 - 12.2019
Patient Coordinator
Infiniti Healthcare
06.2016 - 07.2017
Associates - Nursing/Liberal Arts
Houston Community College
General Studies -
Texas Southern University