Pamela OGWUEGBU

ad362a@r.postjobfree.com

469-***-****

Dallas, Tx 75243

PROFESSIONAL SUMMARY: Customer service professional with strong ability to multi-task, prioritize, and manage time effectively.

EXPERIENCE

Appleone:.

Benefits specialist. 2022-2024

Responsibilities

Interview applicants and collect required documentation. Use interpreter services as needed.

Communicate public assistance program purposes and policies to individuals in a clear, polite, professional and sensitive manner.

Review, approve, modify and determine eligibility for public assistance programs. Assess emergency situations, determine immediacy of needs and requirements for resolution . Maintain concise and accurate records to ensure program integrity. Interpret and apply federal, state, local policy and administrative procedures in determining eligibility.

Prioritize work daily, weekly and monthly to coincide with deadlines established by state programs while remaining flexible for client appointments and emergencies. Collaborate with internal and external partners.

Collaborate with the investigative agency to identify and refer potential welfare fraud situations and overpayments.

Analyze and interpret written, numerical and verbal data from various sources to accurately determine eligibility.

Assist applicants in finding resources that can help them meet their needs without reliance on public assistance programs.

Resolve discrepancies in case records including errors, and problems resulting from miscommunication, changes in policies or implementation of new procedures Adecco:

Customer Service Representative 2020-2022

Evaluating the needs of the caller to determine the best course of action to assist in scheduling a COVID-19 vaccine appointment.

Transfer/referring caller to appropriate entities according to the established guidelines.

• Facilitating the fulfillment of caller requests for materials via mail, email, or download.

• Maintaining a current understanding of CDC information on regulations, policies, and procedures in order to provide knowledgeable responses to numerous telephone inquiries in a courteous, timely and professional manner.

Responding to all inquiries consistent with confidentiality and privacy policies and referring callers to alternate sources when appropriate. • Escalating calls or issues to the appropriate designated staff for resolution, as needed.

•process tasks in a first in first out fashion for all eligibility worker queues Applies eligibility rules and regulations when evaluating information submitted by customers in support of initial or continuing eligibility determination

•Responsible for processing provider forms and reauthorizations

•Maintain case materials and explains to customers how to secure other supportive services

•Checks various system interfaces and exchanges to verify Customer information

•Reviews received enrollment for correct information.

•Contacts customers to clarify enrollment information if necessary

•Assist in answering all in-coming phone calls from applicants and/or providers

•Maintains proper level of customer service while minimizing talk time and abandonment rate

•Attend meetings and trainings as request

NESCO RESOURCE

CUSTOMER SERVICE REPRESENTATIVE 2019-2020

Prepared source data for computer entry by compiling and sorting information; establishing entry priorities.

Processed customer and account source documents by reviewing data for deficiencies; resolving discrepancies by using standard procedures. Verified entered customer and account data, purge files to eliminate duplication of data and maintains up-to-date records.

Tests customer and account system changes and upgrades by inputting new data; reviewing output.

Maintains operations by following policies and procedures reporting needed changes. Maintains customer confidence and protects operations by keeping information confidential. Maintaining a positive, empathetic, and professional attitude toward customers at all times. Responding promptly to customer inquiries.

Communicating with customers through various channels. Acknowledging and resolving customer complaints.

Keeping records of customer interactions, transactions, comments, and complaints. Communicating and coordinating with colleagues as necessary. Providing feedback on the efficiency of the customer service process. Ensure customer satisfaction and provide professional customer support. Performed miscellaneous data entry or another simple, clerical work to assist office personnel, as needed.

Maintained supplies in stock and well organized in copy rooms, supply rooms, conference rooms, and coffee stations.

Screened telephone calls, personally responding to routine requests for information and directing other calls to proper office or personnel. EDUCATION:

University of Nigeria, Nsukka

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