Samuel Ogonnaya Paul

I’m a customer-focused Customer Care Representative with proven experience delivering high-quality support in fast-paced call center environments. I handle inbound and outbound calls while maintaining a professional, empathetic tone aligned with U.S. customer service standards.

In my remote roles, I resolve customer inquiries, complaints, and service issues while documenting interactions and updates in CRM systems. I consistently meet or exceed KPIs such as call quality, first call resolution (FCR), and customer satisfaction (CSAT) scores, and I escalate complex cases appropriately with timely follow-up.

At Sagility Health, I managed 50–100+ daily customer calls and supported customers with product information, billing inquiries, account updates, technical issues, and medication ordering. At GetInsured, I provided inbound support to U.S.-based consumers on health insurance plans, enrollment, eligibility, account access, and special enrollment periods—explaining insurance terms clearly while maintaining empathy and professionalism.

I bring strong compliance discipline, including HIPAA and data privacy compliance when handling sensitive customer information. Alongside customer service, I also strengthen my profile through certifications and legal/compliance work—bringing integrity, discretion, cross-functional collaboration, and careful attention to detail to every interaction.