ITORO OSOM
CUSTOMER SERVICE REPRESENTATIVE
CONTACT
--
SKILLS
Customer Support & Engagement
PROFILE
Customer Support Specialist with six years of experience providing
multichannel support across healthcare and e-commerce. Skilled in CRM
tools like Zendesk and AFDS to manage customer interactions, resolve
inquiries, and ensure seamless follow-ups. Proven track record in handling
customer concerns, processing orders, and improving engagement.
Passionate about delivering efficient, personalized support that enhances
satisfaction and brand loyalty.
CRM & Ticketing Systems
WORK EXPERIENCE
(Zendesk, RingCentral, AFDS)
Healthcare Customer Service Representative
Order Processing & Complaint
Resolution
Communication & Active
Listening
Problem-Solving & Conflict
Resolution
Data Entry & Record
Management
Multichannel Support (Phone,
ALLIED HEALTH GROUP, NEW YORK, NY
Jan 2024 - Present
Handled 100–200 outbound calls daily to patients and family members,
gathering necessary information and confirming existing records.
Scheduled home visits for health technicians and nurses, ensuring
seamless coordination of patient care.
Used RingCentral and AFDS CRM to document interactions, update
member records, and track follow-ups.
Provided personalized support by researching and recommending local
dentists based on patients' zip codes.
Ensured data accuracy and compliance by maintaining detailed and upto-date records in the CRM system.
Email, Live Chat, Social Media)
Time Management &
Multitasking
EDUCATION
Bachelor of Science in Pharmacy
2015 - 2021
ALX Virtual Assistant Course
Customer Service Representative
WELT PHARMACY, NIGERIA
Mar 2023 - Dec 2024
Provided multichannel customer support via phone, email, WhatsApp,
Instagram, and SMS, assisting with medication inquiries, product
information, and issue resolution.
Implemented and maintained Zendesk tracking system for postdispensing customer follow-ups, improving customer retention by 20%.
Designed and executed customer follow-up protocols, increasing
repeat business by 30%.
Resolved complaints efficiently, ensuring customer satisfaction and
fostering long-term customer relationships.
2024
Customer Support Specialist
ADARA COUTURE & ACCESSORIES, NIGERIA
LANGUAGES
English
Jan 2019 - Feb 2023
Delivered professional customer support across email, direct
messages, phone calls, and live chat, ensuring prompt and effective
resolution of inquiries.
Developed and implemented a customer follow-up strategy, enhancing
satisfaction and retention.
Managed end-to-end order processing, including returns and
exchanges, ensuring accuracy and efficiency.
