Anita Asuquo

Anita I. Asuquo 123 Harmony Lane, Springfield, IL 62701 | +1 - |-| LinkedIn:com/in/anita-asuquo-048b66372 Objective Dedicated and empathetic Customer Support Specialist with over 3 years of experience in delivering exceptional service in high-volume call center environments. Seeking to leverage expertise in resolving complex customer inquiries, fostering positive connections, and ensuring first-call resolution to contribute to the success of the customer support team. Education Bachelor of Arts in Law​ University of Calabar, Calabar, NIG.​ Graduated: May 2025​ GPA: 3.8/4.0 Professional Experience Customer Support Specialist​ HealthSync Solutions, Chicago, IL​ June 2025 – Present ●​ Spearheaded resolution of 500+ weekly customer inquiries related to billing, benefits, and claims, achieving a 98% first-call resolution rate through active listening and tailored solutions. ●​ Developed a streamlined process for handling complex pharmacy inquiries, reducing average call time by 15% while maintaining customer satisfaction scores above 95%. ●​ Trained and mentored 15 new hires in call center protocols, resulting in a 20% improvement in team performance metrics within six months. ●​ Collaborated with cross-functional teams to update knowledge base articles, enhancing accuracy and accessibility of information for customer support staff. ●​ Consistently recognized as “Top Rated Agent” for maintaining a professional company image and exceeding customer satisfaction goals. Customer Support Representative​ BlueCare Network, Springfield, IL​ August 2023 – May 2024 ●​ Managed high-volume inbound calls, resolving 400+ weekly inquiries on enrollment, myBlue platform navigation, and healthcare benefits with a 92% satisfaction rating. ●​ Conducted in-depth research to address customer concerns, ensuring personalized responses that aligned with individual healthcare needs. ●​ Implemented a feedback loop with customers to identify recurring issues, leading to a 10% reduction in repeat calls through proactive communication strategies. ●​ Utilized advanced CRM tools to document interactions, maintaining 100% accuracy in customer records and follow-up actions. Junior Support Associate​ MedConnect Services, Peoria, IL​ June 2022 – July 2023 ●​ Provided front-line support for 300+ weekly customer inquiries, focusing on clear communication and issue resolution for billing and claims processes. ●​ Assisted in developing training materials for new hires, improving onboarding efficiency by 25%. ●​ Maintained a professional demeanor in all interactions, contributing to a 90% customer retention rate in a competitive market. Skills ●​ Customer Service Excellence: Active listening, empathy, and personalized solution delivery ●​ Technical Proficiency: CRM systems (Salesforce, Zendesk), Microsoft Office Suite, call center software ●​ Communication: Clear, professional verbal and written communication; multilingual (English, Spanish) ●​ Problem-Solving: Research-driven resolution of complex inquiries with a focus on first-call resolution ●​ Training & Mentorship: Guiding teams to achieve performance goals and maintain high standards Certifications ●​ Certified Customer Service Professional, Digital Witch Support Community, 2025 ●​ Call Center Training Program, HealthSync Solutions, 2024 ●​ Networking Basics, Cisco Networking Academy 2025 Professional Development ●​ Completed advanced training in healthcare benefits and claims processing, 2021 ●​ Attended workshop on active listening and conflict resolution, 2022 Achievements ●​ Awarded “Customer Service Star of the Year” by HealthSync Solutions for outstanding performance, 2022 ●​ Reduced customer escalations by 30% through proactive issue resolution strategies, 2021 ●​ Recognized for achieving a 98% first-call resolution rate in Q3 and Q4, 2023