Open to opportunities

Magno Atioki

@magnoatioki

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Customer Service Specialist with 7+ years delivering high-volume, HIPAA-compliant support and KPI-driven resolutions.

United States

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What I'm looking for

I’m looking for a remote-friendly role where I can own high-volume customer support, hit KPIs, and strengthen CX. I want a team that values HIPAA/data security, continuous process improvement, and mentoring for measurable results.

I’m a results-driven Customer Service Specialist with 7+ years of experience supporting customers across healthcare, telecommunications, and eCommerce. I manage high-volume inbound calls, chats, and emails (60–100+ daily), maintaining 95–98% customer satisfaction and up to 98% first-contact resolution.

I’m expert in CRM and ERP systems (Salesforce, Oracle, Genesis), billing and order management, and conflict resolution, with a proven track record of improving response efficiency and reducing repeat contacts. I also train new hires, coordinate cross-functional escalations, and ensure strict adherence to HIPAA compliance and data security standards while consistently exceeding KPIs.

Experience

Work history, roles, and key accomplishments

Customer Service Specialist

Healthy Back Institute

Apr 2023 - Jan 2026 (2 years 9 months)

Managed 60–80+ daily inbound calls, chats, and emails, achieving up to 98% first-contact resolution and CSAT above 95%. Ensured HIPAA compliance while documenting interactions in CRM and met KPIs including AHT, SLA, and resolution metrics.

Customer Service HIPAA compliance First Contact Resolutions Conflict Resolution

Customer Representative Agent

Addison Group

May 2020 - Mar 2023 (2 years 10 months)

Processed customer orders in Oracle ERP with 99% accuracy and resolved order discrepancies, shipping delays, and invoicing issues. Coordinated with planning and logistics teams to align fulfillment timelines while maintaining accurate CRM documentation and regulatory/customs compliance.

Oracle ERP Order Management Customer Support Billing Support Invoicing CRM Systems Logistics Coordination & Compliance

Healthcare Customer Service Rep

Hca Healthcare

Dec 2018 - Apr 2020 (1 year 4 months)

Handled 80–100+ daily calls for appointments, prescriptions, and insurance inquiries while maintaining HIPAA-compliant confidentiality of patient information. Reduced average hold time by 15% through call prioritization and workflow management, and achieved departmental KPI and service-level targets.

HIPAA compliance Patient Support Appointment Management Confidentiality

Customer Support Representative

Sprint

Feb 2017 - Nov 2018 (1 year 9 months)

Managed 50–55 daily inbound calls resolving billing, account, and service-related issues and processed refunds, account adjustments, and backorders. Improved retention through product education and upselling while maintaining accurate CRM records and meeting productivity targets.

Inbound Calls Billing Support Account Management Customer Retention Upselling Troubleshooting