Willy Nwoko - Trainer/ Customer Service / Help Desk Representative

Summary

I am a dedicated and experienced professional seeking a position in customer/client services, data entry, and appointment setting fields. I’m seeking to utilize my strong organizational skills, attention to detail, and a passion for delivering excellent customer experiences.

Overview

8

years of professional experience

Work History

Trainer/ Customer Service / Help Desk Representative

HealthRise Inc

03.2020 - 03.2026

Trained clinical staff on effective use and documenting on their EMR (Epic and Cerner) according to protocol.
Served as the first point of contact for customer inquiries, providing timely and accurate responses via phone, email, and live chat.
Handle customer/client complaints and issues with empathy and professionalism, ensuring resolution to their satisfaction.
Delivered exceptional service to members by responding to inquiries regarding health savings accounts (HSAs), flexible spending accounts (FSAs), and other consumer-directed benefits.
Provided accurate account information, resolved issues, and guided members using tools and resources via phone and digital channels.
Educated members on healthcare benefits, account transactions, reimbursements, and tax-related questions, ensuring compliance with IRS regulations.
Demonstrated empathy and professionalism in every interaction, often de-escalating concerns and maintaining high customer satisfaction ratings.
Documented calls and case interactions in CRM systems with precision and timeliness to support quality assurance and team efficiency.
Met or exceeded performance metrics, including call quality, response time, and first-call resolution.
Maintain detailed records of customer interactions and transactions using CRM software.
Collaborate with other departments to escalate and resolve complex customer issues.
Participate in ongoing training to stay updated on product knowledge and customer service best practices.
Data Entry Clerk/Help
Entered and verified alphanumeric data into company databases with speed and accuracy.
Conducted regular audits of data to ensure integrity and consistency.
Assisted in the development and implementation of data entry procedures to improve efficiency.
Collaborated with team members to troubleshoot and resolve data discrepancies.
Generated reports and provided data analysis to support decision-making processes.

Customer Service Representative

Liberty Lion Insurance

01.2018 - 02.2020

Managed a high volume of outbound calls to schedule appointments for sales representatives.
Utilized persuasive communication skills to engage potential clients and overcome objections.
Responded to customer inquiries via phone, live chat, and email.
Managed order queue and maintained accurate scheduling records.
Collaborated with sales team members to prioritize leads and optimize appointment scheduling.
Consistently met and exceeded monthly appointment-setting targets.
Remote

Education

GED -

Comprehensive Sec. School

Skills

Customer Service & Call Center Support
Microsoft Office Suite (Word, Excel, Outlook)
CRM Software
Data Entry & Database Management

Claims Review
55 WPM Typing Speed
Problem Solving & Conflict Resolution

Timeline