Felix U. Mba
Richardson TX, *****
Phone: 469-***-****
Email: *******@*****.***
With more than 18 years of customer service experience and dispute resolution in the Banking Sector with ability to communicate effectively verbally and in writing. Passionate and resourceful.
SKILLS SUMMARY
*Ability to communicate effectively both verbally and in writing
*Relationship Management
*Leadership and team-building skills.
*Extensive Client Facing skills, with emphasis in public speaking and presentation.
*Self-motivated, passionate, self-starter meticulous and accountable
WORK EXPERIENCE
Health Advocate Concierge, Blue Cross & Blue Shield of Texas, Richardson, Tx
May 2021 - Present
●Provider concierge service to members on all their healthcare issues
●Handle all customer/client inquiries received via inbound telephone calls
●Review all customer’s claims for processing and resolution
●Verification of customer data in an accurate and timely manner
●Receive, resolve and follow-up with the customer inquiries and issues on health insurance
●Act as liaison between clients and healthcare providers / other insurance companies
●Provide information to customers/clients about healthcare plans and eligibility
Store Manager, Family Dollar Stores, Jewett, Tx. Dec 13, 2020 – April 15, 2021
●Creative problem solving in the areas of:
oProviding answers to customers’ inquiries and demands
oAssociate Development
oResolution of disputes
oReview all customers’ claims for processing and resolution
oMerchandise Display
●De-escalating problematic customer concerns, maintaining calm, friendly demeanour
●Managing the profitable operation of a retail store with emphasis on recruiting, hiring, training and developing store associates in both operations and merchandising
●Implementing all operational and merchandising direction that is communicated from the Store Support Centre
●Maintaining a high standard of customer service and proper display techniques to create an inviting atmosphere for customers
Store Manager in Training, Family Dollar Fairfield, Tx Nov 18 – Dec 13, 2020
Customer Care Representative, Results Company, Palestine, Tx. Oct 19, 2020 – Nov 18, 2020
*Application for this job was done at the same time as Family Dollar Stores. Family
Dollar offer of a leadership position came just 1 month into my employment at the
Results Company.
●Handle all customer/client contact received via inbound and outbound telephone calls
●Review all customer’s claims for processing and resolution
●Verification of customer data in an accurate and timely manner
●Process customer enrolment in healthcare plans
●Receive, resolve and follow-up with the customer inquiries and issues on health insurance
●Act as liaison between client services and several reference labs
●Handle over 150 inbound and outbound calls a day
●Provide information to customers/clients about healthcare plans and eligibility
Bus Monitor / Substitute Teacher, Fairfield ISD, Fairfield, Tx: August 2020 - Present
●Ensure and enforce compliance of the School District’s safety and health guidelines.
●Provide instruction and managing classroom environments in absence of the regular teacher
Arrow Child and Family Ministries – Foster Child Care Services, Fairfield, Tx September 2019 – August 2020
●Provision of foster care
●Mentoring
●Guidance and counselling
Branch Business Head/Advantage Banking Relationship Manager, Ecobank Nigeria Ltd,
Nigeria: Jan 2007 – August 2019
●Provided leadership to a Marketing team of 8 employees.
●Co-ordinated all matters of customer inquiries and dispute resolution.
●Maintained a solid relationship management with the clients.
●Managed all inbound and outbound customer calls and correspondence.
●Reviewed all customers’ claims for processing and resolution
WORK EXPERIENCE BEYOND JULY 2007
Radiographer, Hygeia’s Lagoon Hospital, Lagos, Nigeria
December 1998 - November 2000 (Head of Unit 1999 – 2000)
●Perform all routine and assist in special radiological examinations
●Co-ordinate all activities of the Radiology Department
COMPUTER TOOLS AND TRAINING
Microsoft Office Suite
Cogito
Google ACE
Member Profile User Interface
Claims Guide User Interface
Blue Star
Blue Script
SIRON AML
EDUCATION
1992 – 1997 University of Calabar Nigeria
●Bachelor of Science in Radiography
2020 University of Pennsylvania Coursera (Online)
●Regulatory Compliance Specialization Certificate
2020 Linkedin Learning
●Project Management Simplified
2020 National Association of State Boards of Accountancy (NASBA) / Linkedin Learning
●Business Management and Organisation
2022 Louisiana State University (LSU)
●Project Management Certificate
PROFESSIONAL/PERSONAL REFERENCES
1.Nkemdirim Chimbo
Regional Compliance Officer, Ecobank Nigeria Ltd
*******@*******.***
(+234) 802-***-****; (+234) 817-***-****
2.Mike Daniels
Former Freestone County Commissioner
Precinct 3, Fairfield, Tx 75840
************@*****.***
(903) 390 - 9181