Samuel Abiola
@samuelabiola
Customer Support Specialist delivering high-volume, empathetic remote support across healthcare, fintech, and SaaS.
United StatesWhat I'm looking for
I’m a Customer Support Specialist with 7+ years of remote experience delivering high-volume, high-quality support across healthcare, fintech, and SaaS environments. I resolve complex billing, account, and technical issues while maintaining 95%+ CSAT, meeting KPIs, and staying calm and clear with customers.
In my recent role at SCA Health, I handled 50–80+ inquiries daily across phone, email, and chat, explaining insurance coverage, co-payments, and deductibles in simple terms. I supported patients with telehealth systems and patient portals, coordinated with healthcare providers, and helped expedite patient account and insurance claim resolution by collaborating with the billing department.
Earlier, I worked as a Customer Service Representative at Dcare, updating accurate CRM records for audits, handling billing discrepancies, and completing insurance verifications and pre-authorizations. I also helped refine workflows and mentored junior team members, contributing to a 10% improvement in efficiency.
I began my support career with remote roles including Wise and FloQast, where I guided customers through identity verification (KYC), troubleshot payment and app/web errors, and supported accounting workflows during month-end close. I document thoroughly, create and maintain knowledge bases, and use tools like Salesforce, Zendesk, HubSpot, Five9, RingCentral, Epic, and Cerner to deliver reliable, compliant support.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
SCA Health
Nov 2023 - Apr 2026 (2 years 5 months)
Resolved 50–80+ daily inquiries across phone, email, and chat, explaining insurance coverage, co-pays, and deductibles. Provided telehealth system and patient portal technical assistance, coordinated appointments with providers, and collaborated with billing to reduce response times.
Customer Service Representative
Dcare
May 2021 - Oct 2023 (2 years 5 months)
Handled 50+ daily inquiries by phone, email, and in-person interactions, supporting patients and providers with scheduling, referrals, and healthcare navigation. Resolved billing discrepancies, conducted insurance verifications and pre-authorizations, maintained CRM records, and escalated complex issues while mentoring junior team members.
Managed a global queue of customer inquiries related to transfers, account access, and verification while meeting SLA and quality targets. Performed KYC identity verification, troubleshot payment and app/web issues using device, browser, and network diagnostics, and escalated suspicious activity with detailed documentation.
Resolved high-volume support tickets within SLA targets and assisted accounting teams with month-end close workflows. Troubleshot permission conflicts and sync/browser issues, documented root causes for an internal knowledge base, guided onboarding, and escalated complex technical issues with replication steps.
Education
Degrees, certifications, and relevant coursework
Osun State Polytechnic, Iree
Business Administration, Business Administration
Studied Business Administration at Osun State Polytechnic in Iree. Completed coursework in business administration.
CompTIA
CompTIA A+ Certification, CompTIA A+
Earned the CompTIA A+ certification. Recognized foundational IT skills for support and troubleshooting.
HIPAA
HIPAA Compliance Certification, HIPAA Compliance
Completed a HIPAA compliance certification. Demonstrated knowledge of HIPAA rules and compliant handling of sensitive information.
Certified Customer Service Professional (CCSP)
Certified Customer Service Professional (CCSP), CCSP
Earned the Certified Customer Service Professional (CCSP) certification. Validated customer service competence and professional standards.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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