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Customer Service Representative
Customer service representative at ICF International, Inc., maintaining 95% CSAT across energy assistance support channels.
United StatesCustomer Service Representative at ICF International, Inc.
Deliver multichannel customer support for energy assistance programs, maintaining a 95% CSAT score and achieving a 100% task completion rate. Escalate and resolve complex customer concerns within SLA timelines.
Customer ServiceMultichannel SupportCSATIssue ResolutionRetention StrategySLA ManagementSalesforceZendeskGenesysNICE InContactServiceNowMicrosoft Dynamics 365FreshdeskHubSpot Service ToolsZoho DeskCisco FinesseAmazon ConnectSlackMicrosoft Teams
Guided claimants through leave claims, explaining eligibility and verifying medical documentation with HIPAA compliance. Reduced leave request turnaround time by 50% through proactive follow-up and workflow optimization.
FMLAADALeave AdministrationHIPAAPHIMedical DocumentationCustomer ServiceInbound CallsSalesforceZendeskGenesysNICE InContactServiceNowMicrosoft Dynamics 365FreshdeskHubSpot Service ToolsZoho Desk
Provided personalized customer service to 120+ customers daily, resolving issues efficiently and ensuring positive experiences. Processed transactions with 100% accuracy and balanced cash drawers.
Customer ServiceCash HandlingPoint of SaleProblem SolvingTeamwork
Bachelor of Science in International Relations from Lead City University, Ibadan, Nigeria, completed in April 2017.
Bachelor of Science in International Relations from Lead City University, Ibadan, Nigeria, completed in April 2017.
Profile sourced from Himalayas.