Contact information

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You can get this candidate's contact information from https://www.work.ua/resumes/7382325/

Work experience

Customer service & Medical Records Review Specialist

from 02.2025 to 01.2026 (1 year)
Justpoint, Remote (Legal)

- Analyzed over 100 complex medical records weekly to determine the technical viability and relevance of legal claims based on medical history.
- Conducted direct outreach to claimants to resolve documentation discrepancies and ensure personal narratives were accurately represented in formal filings.
- Streamlined case workflows by collaborating cross-functionally with intake, case management, and legal teams to reconcile inconsistent data.
- Managed high-volume claimant interactions within a proprietary CRM, maintaining 100% adherence to quality standards and HIPAA privacy regulations.
- Facilitated technical information exchange between various internal departments to improve the accuracy and speed of the claim lifecycle.

Customer Service Representative

from 11.2022 to 11.2023 (1 year)
Buffalo Market, Remote (Medicine, pharmacy)

- Sustained an elite 98% CSAT rating over 12+ months by providing proactive solutions for complex supply chain issues, ensuring brand integrity across the distribution network.
- Optimized high-volume call and email workflows by managing 100+ daily customer inquiries, delivering timely resolutions to account troubleshooting and technical access issues for digital products while maintaining a strong focus on accuracy and customer satisfaction.
- Synthesized vendor feedback and “Out-of-Stock” data into actionable weekly executive reports, enabling process improvements that reduced recurring fulfillment errors by 20% and strengthened inventory accuracy.
- Spearheaded a proactive follow-up cadence for high-value retail accounts, which increased re-order frequency and customer engagement by 15%.
- Beta-tested internal logistics and routing software, providing UX feedback that improved the dispatch team's operational efficiency by 25%.

Customer Intake Specialist

from 02.2022 to 09.2022 (8 months)
Justpoint, Remote (Legal)

- Acted as the first point of contact for prospective clients, managing the end-to-end intake lifecycle across multiple digital and telephonic channels to ensure a high-touch initial experience.
- Collected, verified, and accurately documented client, medical, and case-related information with close attention to detail.
- Employed advanced de-escalation and active listening strategies to support claimants in distress, building immediate rapport and institutional trust.
- Optimized high-volume operations by managing 60+ daily client interactions while maintaining a 98% data accuracy rate within a fast-paced environment.
- Maintained accurate and up-to-date records in CRM and case management systems, ensuring HIPAA and data privacy compliance.
- Collaborated with cross-functional teams (legal, medical, sales, and case management) to ensure seamless case handoff and workflow efficiency.
- Leveraged CRM architecture and Google Workspace to monitor claimant pipelines, ensuring consistent follow-up cadence and zero lead attrition.

Customer Care Representative

from 05.2019 to 01.2022 (2 years 9 months)
Applet3D, Remote (IT)

- Executed high-volume outbound client outreach, managing 100+ daily interactions to identify project requirements and provide consultative solutions for 3D rendering and architectural visualization services.
- Consistently exceeded KPIs and performance benchmarks by 20–30%, effectively qualifying high-value accounts and scheduling consultations to drive client acquisition and retention.
- Facilitated technical project handoffs by securing architectural blueprints and reference materials, ensuring data integrity and comprehensive documentation for the 3D design team.
- Optimized the client experience through proactive, multi-channel follow-up cadences (Email, Phone, SMS), maintaining a seamless communication loop throughout the project lifecycle.
- Liaised cross-functionally between external clients and internal production teams to clarify project specifications, resolve documentation gaps, and ensure 100% on-time delivery of design assets.

Education

Вінницький національний медичний університет (VNMU)

Medicine, Vinnytsia
Higher, from 2015 to 2021 (6 years)

I finished from the University on the 25th of June 2021

Additional education and certificates

No additional education or certificates.

Knowledge and skills

• Communicability
• Teamwork
• Negotiation and persuasion
• Zoho CRM
• Google Sheets
• Work with clients
• Active listening
• Conflict settlement
• Patience
• Adaptability
• Google Meet
• Positive thinking
• Independence
• Honesty
• Conflict-free
• Goodwill
• Handling objections
• Punctuality
• Active sales
• MS Excel
• Responsibility
• Documentation management
• Attentiveness
• Management of CRM
• High working capacity
• Compilation of procedural documents
• Knowledge of civil legislation

Language proficiencies

English — fluent

References

Flor Gomez

Flor Gomez

Workforce Manager, Justpoint

Additional information

Customer-focused professional and licensed medical doctor in Nigeria with 4+ years of experience supporting U.S.-based companies in fully remote environments. Proven track record of delivering 95%+ customer satisfaction, resolving complex inquiries, and managing high-volume support across email, live chat, and phone channels. Proficient in CRM systems such as HubSpot, Pipedrive, and Zoho, as well as ticketing platforms including Zendesk and Google Workspace. Experienced in lead qualification, customer retention strategies, and cross-functional collaboration to improve operational efficiency. Recognized for strong communication skills, analytical problem-solving, and consistently exceeding performance KPIs in fast-paced, target-driven environments.