Olivia Okojie
Frisco
Summary
Customer Service Representative with 5+ years of experience supporting customers across fintech, healthcare, and general call center environments. Proven ability to handle high-volume inbound and outbound calls, resolve billing and account issues, support healthcare-related inquiries, and deliver consistent service across regulated and fast-paced industries. Strong record of meeting quality, productivity, and attendance metrics.
Overview
10
10
years of professional experience
Work History
Customer Service Specialist (Remote)
Global Contact Service (GCS)
New York
05.2023 - Current
- Handle 60-80 inbound calls daily across multiple client programs, including fintech, healthcare, and general customer service accounts.
- Resolve inquires related to billing payments, account access, service issues, and general support
- Support healthcare-related customer requests, such as benefits questions, appointment assistance, and service clarification, while following data privacy guidelines.
- Accurately document all interactions in CRM systems to ensure compliance and continuity
- Meet or exceed quality assurance, customer satisfaction, and schedule adherence metrics
- Maintain a consistent 95% customer satisfaction score
Call Center Agent
CDK Global
Wallingford
07.2021 - 04.2023
- Managed high-volume inbound and outbound calls in a structure call center environment supporting financial and service-based customers
- Assisted customers with billing inquires, payment questions, account updates, and service concerns
- Verified customer information and documented cases accurately to meet compliance requirements
- Escalated complex or sensitive issues following standard Operating Procedures (SOP)
- Consistently met QA scores, SLAs, call handling time, and attendance benchmarks
Customer Support Representative
Black Rock City
Black River
08.2018 - 06.2021
- Provided phone and email support to customers across fintech and service-based accounts
- Assisted with payment processing inquires, account maintenance, and transaction-related questions
- Maintained professionalism and accuracy when handling sensitive financial customer data
- updated customer records and tracked cases using CRM and ticketing tools
Customer Service Intern
NextEra Energy Resources
Juno Beach
06.2016 - 06.2017
- Supported inbound customer inquires related to service requests, billing, and account questions
- Logged customers interactions accurately and escalated issues per established guidelines
- Gained early experience working in regulated customer service environments and handling confidential information
Education
Bachelor of Science -
Delta State University
NigeriaSkills
- Inbound & outbound call handling
- High-volume call center operations
- General customer service & support
- Fintech & Financial services customer support
- Healthcare customer service exposure
- Billing, payments & account inquires
- HIPAA awareness & data privacy
- CRM & ticketing systems (Epic, Salesforce, Zendesk, Ovation, Freshdesk)
- Call documentation & case notes
- Quality assurance (QA), AHT & schedule adherence
- Issue resolution & de-escalation
- Remote work productivity
- Microsoft office (Word, Excel, Outlook)
- Slack, Jira, Confluence
References
References available upon request.
Timeline
Customer Service Specialist (Remote)
Global Contact Service (GCS)
05.2023 - Current
Call Center Agent
CDK Global
07.2021 - 04.2023
Customer Support Representative
Black Rock City
08.2018 - 06.2021
Customer Service Intern
NextEra Energy Resources
06.2016 - 06.2017
Bachelor of Science -
Delta State University