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Abby Ajayi

About

Detail

United States
Contact Abby regarding: 
work
Full-time jobs
Starting at USD15/hour

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • S
    Customer Service Associate
    SansOps Healthcare Consulting
    Feb 2021 - Current (5 years 8 months)
    • Manage high-volume inbound call queues with a consistent focus on professionalism, empathy, and active listening, contributing to top-tier first-contact resolution (FCR) rates.
    • Leverage Salesforce to track customer journeys, manage user accounts securely, and deliver a highly personalized, efficient support experience.
    • Resolve complex customer, patient, and stakeholder inquiries efficiently by strictly adhering to corporate policies and medical compliance guidelines, reducing escalations by 15%.
    • Maintain up-to-date, comprehensive knowledge of healthcare products, industry policies, and promotions to consistently deliver accurate, reliable information.
    • Document all customer interactions, compliance notes, and ca
  • TTEC
    Technical Support Representative
    TTEC
    Dec 2020 - Dec 2021 (1 year 1 month)
    • Handled 30+ technical inbound calls daily in a fast-paced remote environment, consistently meeting and exceeding key performance indicators (KPIs) for handle time, resolution, and quality.
    • Utilized Freshdesk as the primary omni-channel ticketing system to manage, categorize, prioritize, and systematically resolve incoming technical support issues.
    • Achieved and sustained an outstanding 95% customer satisfaction (CSAT) score through patient, solution-focused technical communication.
    • Maintained a stellar 99.2% ticket resolution rate with minimal escalation by leveraging advanced troubleshooting methodologies and thorough follow-through skills.
    • Maintained precise, real-time documentation of all technical hardware/s
  • The HCI Group
    Customer Support Analyst
    The HCI Group
    Jan 2017 - Dec 2019 (3 years)
    • Delivered comprehensive phone and ticket-based support to medical staff and patients, skillfully handling scheduling, billing inquiries, account access, and electronic health record (EHR) system navigation.
    • Triaged incoming technical and administrative issues, providing immediate first-contact resolution or routing to Tier 2 support teams with detailed, accurate documentation.
    • Consistently met and exceeded daily productivity targets in both remote and hybrid settings; recognized by leadership for maintaining a calm, reassuring, and professional demeanor under high-pressure scenarios.
Education verified_user 0% verified
  • Nigerian Law School
    Barrister-at-Law (B.L.)
    Nigerian Law School
    Feb 2021 - Aug 2023 (2 years 7 months)
  • University of Lagos
    Bachelor of Laws (LL.B.)
    University of Lagos
    May 2016 - Nov 2020 (4 years 7 months)