- Reply rate:
- -
- Availability:
- Hourly ($/hour)
- Age:
- 24 years old
- Location:
- New York, New York, United States
- Experience:
- 3 years
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
