Customer Service Data Entry

ONYEKACHI NWOGA Houston, Texas ************@*****.*** Tel: 470-***-****

Summary: To obtain a full-time position within a reputable company that will utilize both my educational and professional experience. I am a very flexible and diligent asset to the companies I invest in and would like the opportunity to demonstrate my softs skills, increase customer service satisfaction while providing you with a knowledgeable, professional, and experienced employee. Core competencies in research, leadership, and interpersonal skills, oral and written communication developed from both academic and industry experiences. Sharp analytical, critical thinking and decision-making abilities with a passion to work both collaboratively and independently. Excellent reputation for resolving problems and improving customer service.

EXPERIENCE

TCS/Transamerica REMOTE

Customer Service Representative (CSR)

Feb 2023 – Current

Receive and answer phone calls from a variety of customers (such as insureds, family members, medical providers, insurance agents, etc.) who are calling for service on life insurance policies.

Utilize client and/or company-provided computer systems to perform accurate and timely data entry and submit applications.

Verify all annuity applications and contact advisor for items that are not good order requirements for processing of policies.

Effectively use all applications and reporting mechanisms to process, analyze and resolve issues through problem solving with other agency departments and third-party administrators.

Conduct follow up calls and/or send follow up secure emails to advisors/customers as appropriate to provide solutions to issues or benefit inquiries.

Thoroughly track and document all contacts and conversations in the correct system; follow up to benefit advisor request, callbacks, and outstanding work orders as required.

Provide information to other employees and managers on a variety of complex customer service issues requiring knowledge of either life/health, annuity and investment products, phone calls, and transactions.

Report trends to management when applicable and suggest an appropriate solution to resolve the given trends for management and company review.

Participate in scheduled team and office meetings.

American Healthcare Services REMOTE

Customer Support Representative

Feb 2021-Feb 2023

Received incoming calls and made outbound calls to our clients regarding their self-care health plan.

Helped clients review their Medicare plan options by making sure they got all the benefits they qualify for, and also built relationships with clients to build my book of business.

Achieved an average customer satisfaction rate of 95%, recognized through positive customer feedback.

Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.

Conducted customer satisfaction surveys and used feedback to implement process improvements.

Willis Towers Watson (Remote) REMOTE

Customer Support Representative

Sept 2019-Feb 2021

Made outbound calls to retirees and used a consultative approach with active listening and problem-solving skills to assist post 65+ retirees from Fortune 500 Companies transitioning from group coverage to individual coverage.

Scheduled appointments for participants to speak to licensed benefits advisors to discuss Medicare Advantage Plan, vision and dental coverage.

Activated Health Reimbursement Accounts and contacted clients to confirm eligibility to enroll through the Company.

Analyzed reimbursement status, troubleshooted denied claims and sent escalations to the appropriate teams.

Actively participated in team huddles and shared new call trends with teammates.

Utilized client and/or company-provided computer systems to perform accurate and timely data entry and submit applications.

Followed scripts and designated sales processes to complete sales in a compliant and effective manner.

Actively participated in training and coaching on an ongoing basis to improve performance.

Collaborated with cross-functional teams to troubleshoot and resolve SAP system errors, reducing downtime by 20% and improving system performance by 30%.

Developed and maintained interfaces between SAP and other systems, improving data accuracy.

CSG Houston, TX

Customer Service Representative

Feb 2017 – Sept 2019

Utilized effective communication and exceptional sales skills to build strong relationships with clients and ensured their needs were met in a timely and professional manner.

Asked appropriate questions and listened actively to identify specific questions or issues while documenting required information in computer systems.

Efficiently utilized Salesforce CRM before and after each call to maximize effectiveness which led to results.

Documented and updated client information accurately and in a timely manner in CRM (Salesforce) ensuring data integrity and confidentiality.

Contacted healthcare providers on behalf of customers to assist with appointment scheduling or connections with internal specialists for assistance when needed

Proactively identified opportunities to improve client satisfaction by 30% and contributed ideas to enhance the overall customer experience.

Reported industry trends, findings and common issues to team members and team leads.

Researched complex issues across multiple databases and worked with support resources to resolve customer issues and/or partner with others to resolve escalated issues.

EDUCATION

Kwame Nkrumah University of Science& Technology Kumasi, Ghana

Degree: BA Sociology & Social Works (2010)

SKILLS

MS Office

Presentations

Workflow analysis

Quality Assurance

CRM tools (Jira, Salesforce, Smartsheet)

ERP tools (SAP)

Stakeholder relations

Analytical skills, critical thinking, problem solving and cross functioning collaboration.

REFERENCES

Available Upon Request

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