Edward Ajose
@edwardajose
Tier 2 customer support specialist focused on technical issue resolution.
ZimbabweWhat I'm looking for
I am a results-driven Customer Support and Data Entry Specialist with over four years' experience across healthcare, SaaS, and financial industries, providing Tier 1 and Tier 2 technical support and IT help desk consulting. I have a strong analytical mindset and a focus on automation, escalation handling, and compliance adherence.
At Treliant LLC I achieved a 98%+ case closure rate within SLA, reduced medical billing errors by 20%, and improved support efficiency through documentation and process improvements. Previously, I increased first-contact resolution and patient satisfaction in healthcare roles and streamlined troubleshooting scripts at Amazon to reduce average handling time.
I am highly proficient in Salesforce, Microsoft Office Suite (Excel, Outlook, Word), Epic, Cerner, and call center platforms like Five9 and Zendesk, and I hold customer service and IT help desk training certifications. I seek to leverage my technical expertise and problem-solving skills to enhance customer experience and system performance in a Tier 2 Customer Support role.
Experience
Work history, roles, and key accomplishments
Customer Service Associate
Treliant LLC
Jul 2022 - Present (3 years 11 months)
Provided Tier 1 and Tier 2 support for financial services and compliance, achieving a 98%+ case closure rate within SLA and reducing medical billing errors by 20% through verification and automation.
Customer Service Associate
Covid Clinic
Sep 2021 - Jul 2022 (10 months)
Provided patient support for COVID-19 testing, increasing first-contact resolution by 15% through knowledge base utilization and maintaining detailed interaction logs to inform process improvements.
Managed high-volume inbound/outbound support for orders, shipping, and returns, streamlined troubleshooting scripts to reduce average handling time by 15% and improved customer retention and satisfaction.
Education
Degrees, certifications, and relevant coursework
Edward hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
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