Esther Balogun

Customer service representative

Teleperformance • Freelance

Jan 2025 - Oct 2026 • 1 yr 9 mos

Customer Support Representative | Healthcare, Insurance & Customer Service - Handled high volumes of inbound customer calls, providing timely and professional assistance. - Assisted customers with billing inquiries, Explanation of Benefits (EOB), payment concerns, and account-related questions. - Resolved customer complaints and payment issues while ensuring a positive customer experience. - Explained billing statements, insurance benefits, and payment processes in clear, easy-to-understand language. - Managed customer inquiries, follow-ups, and escalations while maintaining accurate records. - Used CRM and customer service tools, including Zendesk and Salesforce, to track cases and manage customer interactions. - Demonstrated patience, empathy, and active listening when handling difficult or dissatisfied customers. - Prioritized customer requests and managed multiple tasks efficiently in a fast-paced environment. - Maintained professional communication and followed company procedures to ensure quality service. - Helped improve customer satisfaction by providing accurate information, effective problem-solving, and timely follow-ups. Key Achievements - Built strong customer relationships through clear communication and consistent follow-up. - Handled billing and payment concerns with attention to detail and a focus on resolution. - Adapted quickly to new systems, CRM platforms, and customer service procedures. - Managed high-volume customer interactions while remaining professional, organized, and customer-focused.