Open to opportunities

Shedrach Orok

@shedrachorok1

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Customer Success & Customer Service professional with 5+ years improving retention, CSAT, and first-contact resolution.

Nigeria

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What I'm looking for

I’m looking for a customer-focused role where I can own support outcomes, improve onboarding and billing/financial aid experiences, and use CRM + analytics to reduce escalations, raise CSAT, and grow long-term retention.

I’m a dedicated Customer Service & Customer Success professional with 5+ years of experience supporting customers across healthcare, education, SaaS, and service-based industries. I’ve consistently exceeded KPIs and CSAT/SLA targets by resolving issues through phone, email, live chat, and CRM workflows.

I’m especially effective in customer onboarding, billing and payment resolution, and financial aid support—helping students and families navigate FAFSA verification and documentation with confidence. I improve outcomes through conflict resolution, escalation management, root cause analysis, and continuous process improvement, including building 50+ knowledge base articles and reducing escalations by up to 40%.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Facial Mania Med Spa

Mar 2025 - May 2025 (2 months)

Managed and resolved 90+ customer interactions daily via phone, email, and live chat while maintaining 98% CSAT. Achieved 94% first-contact resolution, reduced escalations by 40%, and improved repeat engagement by 15% through proactive follow-ups; supported beta testing that improved tool usability by 25%.

Phone Email Chat Support First Contact Resolutions Escalation Management Customer Pain Point Analysis Beta

Customer Service Representative

Rent to Riches

Jan 2024 - Sep 2024 (8 months)

Managed 75–100 Zendesk tickets daily while maintaining 98% SLA compliance and a 4.9/5 customer satisfaction rating. Reduced customer churn by 30% through personalized education and follow-up, and co-authored 50+ knowledge base articles that cut repetitive inquiries by 20%.

Zendesk SLA Management Customer Satisfaction Knowledge Base Writing Customer Education

Healthcare Customer Service Representative

CVS Health

Mar 2021 - Mar 2024 (3 years)

Delivered customer support for medical billing, insurance coverage, benefits, and claims resolution while handling sensitive patient information in compliance with HIPAA. Used EHR systems and insurance portals to manage records and support documentation, collaborating with healthcare teams to resolve issues and meet QA/productivity/customer satisfaction targets.

Medical Billing Support HIPAA compliance Insurance Claims Resolution EHR Systems Insurance Portals Healthcare Customer Support Quality Assurance (QA)Cross Functional Collaboration

Student Billing & Financial Aid Specialist

American Student Services Group

Jun 2023 - Dec 2023 (6 months)

Provided student billing and financial aid support for tuition payment plans, account balances, and award-related questions, resolving 80+ inquiries weekly with 96% CSAT. Guided students through FAFSA verification and award acceptance, resolved discrepancies with bursar/financial aid teams, reduced resolution times by 25%, and maintained FERPA-compliant CRM documentation.

Billing Support Case Management