Valentino okpala
Hawthorne,CA
Summary
Dedicated customer service and healthcare support specialist with over 4 years of experience delivering exceptional client care across virtual support, healthcare administration, and customer-facing environments. Strong ability to manage diverse inquiries, troubleshoot issues, and resolve concerns with professionalism and empathy. Skilled in CRM tools, patient scheduling, documentation, and workflow coordination. Known for a customer-centric approach, excellent communication, and success in fast-paced environments while maintaining accuracy and patient confidentiality.
Overview
6
6
years of professional experience
Work History
Virtual Customer Service Representative
AT&T
Los Angeles, California
03.2023 - Current
- Delivered high-quality virtual customer service through phone, chat, and email, assisting an average of 70–90 customers per day.
- Resolved billing concerns, service interruptions, device setup issues, and account inquiries while maintaining professionalism and empathy.
- Achieved an average customer satisfaction score of 92%, exceeding department performance targets.
- Guided customers step-by-step through troubleshooting for mobile, internet, and TV services, resulting in a 30% increase in frist call resolution
- Processed payments, updated account information, and assisted with plan upgrades, device financing, and service activations.
- Utilized CRM systems such as AT&T Global Console, ServiceNow, and internal support tools to manage tickets and document interactions accurately.
- Coordinated escalations with technical support teams, and managed follow-ups to ensure timely issue resolution.
- Demonstrated strong multitasking by navigating multiple software systems, while engaging customers, and maintaining high call-handling efficiency.
- Trained new remote agents on customer communication techniques, billing procedures, and troubleshooting workflows.
- Recognized for excellent attendance, reliability, and consistently exceeding weekly performance metrics.
Patient Access Representative
Kaiser Permanente
Los Angeles, California
06.2021 - 02.2023
- Assisted patients with appointment scheduling, insurance verification, and front-desk coordination.
- Helped patients understand coverage, billing, and registration requirements.
- Ensured accurate documentation while adhering to HIPAA guidelines and clinic protocols.
- Supported clinical teams in maintaining smooth patient flow and positive patient experiences.
- Verified insurance information accurately for patient accounts.
- Scheduled appointments efficiently to optimize clinic workflow.
- Utilized electronic health record systems for accurate data entry and updates.
- Created new patient accounts in EMR system as needed.
Customer Service Representative
Amazon
Los Angeles, California
03.2020 - 05.2021
- Assisted customers with orders, product inquiries, and account-related concerns through phone, email, and chat.
- Resolved delivery issues, processed returns, and provided clear, friendly guidance to ensure customer satisfaction.
- Maintained accurate records of customer interactions using internal CRM tools, and followed up on pending cases.
- Met performance targets for response time, quality assurance, and customer satisfaction.
- Demonstrated strong communication, problem-solving, and multitasking skills in a fast-paced environment.
- Maintained knowledge of inventory levels to assist in order fulfillment efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
Education
Associate Degree in Natural Sciences - Nursing
East Los Angeles College
Monterey Park, CA06-2024
Associate Degree in Social & Behavioral Sciences - Nursing
East Los Angeles College
Monterey Park, CA06-2024
Skills
- Virtual support
- Billing resolution
- Troubleshooting processes
- Account management
- Customer engagement
- Excellent verbal and written communication
- Strong problem-solving and conflict resolution
- Proficient in CRM systems and MS Office
- Time management and organizational skills
- Ability to work independently or in a team
- Active listening, multitasking, and attention to detail
Timeline
Virtual Customer Service Representative
AT&T
03.2023 - Current
Patient Access Representative
Kaiser Permanente
06.2021 - 02.2023
Customer Service Representative
Amazon
03.2020 - 05.2021
Associate Degree in Natural Sciences - Nursing
East Los Angeles College
Associate Degree in Social & Behavioral Sciences - Nursing
East Los Angeles College