Call Center Agent

YVONNE IGHO AGUNBIADE

PHONE:+1-443-***-****&+1-945-***-****

*********@*****.**.**

**** ********** ****, *** ****, Dallas, TX, 75287

CARRER BRIEF

Tata consulting Service (Plano Texas): April 2021 -June 2024

Enterprise Solutions (Dallas Texas): Dec 2020 – April 2021

Agape Home Healthcare Inc: August 2018 till Dec 2020

American First Finance Company (Work way Staffing): (Dalla, Texas): November 2018 – May 2019.

Human Coalition (Plano, Texas) June 2018- July 2018.

Willis Towers Watson (Richardson, Texas): August 2015 - May 2018

Brookdale Senior Living (Rockwall, Texas):- July 2015- October 2017.

Mansard Insurance Plc (Abuja, Nigeria):- April 2014 – April 2015.

Z-Design Developing Construction Company (Abuja, Nigeria):-August 2010 – August 2012.

Access Bank Plc (Lagos, Nigeria): - April 2008 – May 2008.

SKILLS AND PERSONAL ATTRIBUTES

Good interpersonal and Excellent Communication Skills

Ability to work with little or no Supervision.

Passionately aligns with the company’s job.

Self-motivated, able to multitask and goal focused.

Service oriented.

Excellent computer skills.

Able to work well in a team environment.

Adaptable to change.

Willing to work flexible work shifts as operation dictates.

Time management skills

Knowledge of using the MS Office such as

Ms Teams

MS Outlook

Ms Power Point

Ms Excel

Ultimatix

Calabrio ONE

EDUCATION

El-Centro College, Dallas, Texas

(Patient Care Technician Certification) Spring, 2019

University of Abuja, Nigeria

BSc (Political Science/Public Administration) 2012

Federal Government College - Nigeria

GED

WORK EXPERIENCE

Tata Consulting Services: {TransAmerica} April 2021 -June 2024

Call Center Agent

Received inbound and made outbound calls to clients of a very high call volume daily, resolving issues, providing policy overviews, and assisting with account updates, ensuring clients were properly attended to.

Conduct through research and resolve inquiries related to account features and policies and documentation of all detailed discussion and interaction on the call.

Discussed term life policies, explaining their lack of cash value and how they function.

Explained the functionality of whole life, universal life, and indexed universal life policies, detailing the role of cash value.

Processed loan applications and provided information on loan repayments.

Processed work orders for billing, claims, and underwriting departments to resolve issues related to billing, payments, claims, and underwriting concerns.

Informed clients about turnaround times for work orders and sent forms for changes such as personal information, beneficiary updates, ownership changes, and setting up automatic payment withdrawals from bank accounts.

Documented all conversations and actions taken on each call in a timely manner.

Managed high-volume inbound calls, addressing customer inquiries and providing solutions.

Met performance targets related to call handling time, customer satisfaction, and issue resolution.

Provided accurate and detailed information regarding TransAmerica's insurance and financial products.

Responded to customer inquiries requests; resolved issues efficiently and professionally.

Answered urgent and non-urgent phone calls from costumer and took messages to relay to clients.

Also Provided and answered question during tax period and provided clients with a copy of their 1099.

HIPPA Compliant.

TCS via Enterprise Solution: {TransAmerica}: Dec 2020- April 2021.

Call Center Agent

Received inbound and made outbound calls to clients and insurance agents, assisting in resolving issues with their policies, updating information, and ensuring they were properly attended to.

Discussed issues related to term life policies, explaining their features, including the lack of cash value and how they function.

Processed work orders across departments, such as billing, to resolve issues related to billings and payments.

Informed clients of turnaround times for the completion of work orders.

Sent out forms for updating personal information, changing beneficiaries, and ownership transfers.

Assisted clients with setting up automatic withdrawal payment drafts from their bank accounts.

Clarified that loan options were not available for term life policies, as they do not have a loan feature.

Managed high-volume inbound calls, addressing customer inquiries and providing solutions.

Provided accurate information regarding insurance products, coverage, and policy benefits.

Resolved customer issues related to billing, payments, and policy changes by coordinating with internal departments.

Processed and updated customer requests, including changes to personal information and beneficiary details.

Escalated complex inquiries or issues to higher-level support teams when necessary.

Ensured compliance with company policies and industry regulations, including confidentiality and security protocols.

HIPPA Compliant.

Agape Home Healthcare Inc: August 2018 - Dec 2020

Care Giver, initially full time (Part-Time)

Provided personalized care and assistance with Activities of Daily Living (ADLs) to clients in their homes or designated care settings.

Administered medications as prescribed and monitored clients for any changes in health or behavior, promptly reporting concerns to healthcare providers or family members.

Offered companionship and emotional support to enhance the quality of life for clients, fostering a positive and comforting environment.

HIPPA Compliant

American First Finance Company via Workway Staffing: November 2018 – May 2019

Underwriter

Handled inbound calls from clients and merchants to address account-related inquiries and resolve issues efficiently.

Reviewed and analyzed loan applications, determining the creditworthiness of applicants based on financial data, credit reports, and company guidelines.

Made underwriting decisions impacting loan approval or denial, ensuring adherence to company policies and regulatory requirements..

Human Coalition: June 2018- July 2018

Call Center Agent

Handled inbound calls from clients seeking government benefits, providing guidance on available services and resources.

Assisted clients by offering accurate and relevant information regarding their specific needs.

Maintained a high level of professionalism and empathy when communicating with clients facing difficult situations.

Conducted outbound calls to follow up with clients, ensuring they received necessary support and directing them to appropriate agencies or service providers.

Provided detailed instructions on how and where clients could access additional help or resources based on their circumstances.

Willis Towers Watson: -August 2015- May 2018:

Call Center Agent

Managed inbound and outbound calls from retirees exiting their companies' group insurance plans, assisting them in enrolling in individual Medicare plans with contracted insurance companies.

Answered and resolved inquiries related to insurance policies, coverage details, and reimbursement processes.

Provided detailed explanations to retirees regarding their new Medicare plans and ensured smooth transitions from group plans.

Made outbound calls to clients to inform them of policy updates, changes, and other relevant developments.

Listened attentively to client concerns, set appointments, and handled appointment rescheduling and reminders.

Collaborated in a team environment to handle high-volume, low-complexity tasks within a contact center, always maintaining quality and professionalism.

Ensured adherence to quality standards, accuracy, and confidentiality when managing sensitive customer information.

Strong attention to detail and organization skills.

Documented all conversations with the client in a timely manner.

HIPPA Compliant

Brookdale Senior Living :- June 2015 - October 2017

Resident Care Associate initially full time (Part-Time)

Assisted senior residents with daily living activities, including feeding, bathing, grooming, and personal hygiene to ensure comfort and well-being.

Provided compassionate care and support, helping residents maintain their independence while offering assistance as needed.

Monitored residents’ health and reported any changes in physical or mental condition to nursing staff.

HIPPA Compliant.

Mansard Insurance Plc (Abuja, Nigeria) :- April 2014- April 2015

Insurance Sales Agent

Daily field work to enroll new clients under various insurance policies being offered by the company. Management of Policies for different clients with a high volume of retention and new clients enrolled.

Z-DESIGN & Development (ABUJA,NIGERIA):- August 2010-August 2012.

POSITION:- OFFICE MANAGER

DUTIES:- Daily management of office activities such as making requisitions for stationery, office supplies, preparation of official documents, attending meetings with the Director, making and receiving phone calls on behalf of the company and the Director. Supervision of the cleaning activities done by contracted janitors, and general office activities.

ACCESS BANK PLC CALL CENTER (LAGOS, NIGERIA): April 2008-May 2008

POSITION:- CALL CENTRE AGENT

DUTIES:- Receiving inbound calls and making necessary out bound calls for the company, resolving customers banking issues and ensuring they are satisfied with the services provided by the bank.

Resolving account balance enquiries, responding to online messages from customers.

References are available on demand.

Contact this candidate