Customer Support & Data Entry Specialist (Remote)

Work Experience

The Office Gurus (BPO), Belize **/2022 – 11/2022

Intake Specialist (Assigned to Morgan & Morgan Law Firm)

• Supported Morgan & Morgan Law Firm (US Personal Injury Practice) by managing high-volume client intake operations.

• Captured 95% complete first-call case documentation, reducing follow-up intake gaps and accelerating attorney review.

• Ensured 100% compliance with confidentiality and sensitive client data-handling standards.

• Maintained data entry accuracy in CRM and intake platforms, documenting medical records, accident reports, and insurance policy details.

Atlantic Insurance Company Limited 03/2016 – 01/2022 Assistant Claims Manager:

• Supervised over 100 multi-line claims ops (motor, property, commercial, life, PI); managed complex/high-value cases (total loss, fatalities, BI, structural damage); led and coached 15 claims officers; ensured policy/regulatory compliance, accurate reserving, timely settlements; resolved escalations with counsel.

• Directed reinsurance work: prepared over 50 treaty/facultative notifications and documentation; liaised with over 15 brokers/reinsurers on coverage and settlements; coordinated with reinsurance/finance for recoveries and reconciliations; maintained audit-ready records.

• Spearheaded performance and improvement: tracked KPIs and delivered yearly reports (loss ratios, trends, reserves, reinsurance activity); conducted root-cause analyses and partnered with underwriting on loss prevention; supported digital transformation to speed processing and improved customer satisfaction. MASSY United – Belize Insurance Center 01/2015 – 12/2015 Loss Adjuster

• Led over 50 end-to-end, multi-line claims (motor, commercial, property, fatalities/personal injury) from intake to settlement, authorizing payments within limits, escalating complex disputes, and ensuring strict compliance with policy, regulatory, and internal standards while maintaining a customer-centric approach.

• Investigated over 30 complex/high-value cases, coordinating adjusters, counsel, medical professionals, and law enforcement; assessed liability and estimates; negotiated fair settlements of over 75 cases and identified fraud/subrogation opportunities.

• Managed and developed teams of 5 claims officers/adjusters; maintained audit-ready records; analyzed trends, loss ratios, and timelines to drive process improvements; and collaborated with brokers, reinsurers, and clients. Unicomer Belize Limited 09/2014 –12 /2014

Customer Experience/ Contact Centre Supervisor:

• Ran an omnichannel contact center (phone/email/chat/in-store) that received over 300 calls daily, meeting SLAs/CSAT, enforcing policy and regulatory compliance, and delivering monthly performance reports to leadership.

• Led and developed a high-performing team of 10 professionals and delivered effective coaching, QA monitoring, and training to lift response and resolution rates and service quality.

• Accelerated CX improvements by analyzing feedback/metrics and partnering with sales, credit, and logistics to resolve escalations and streamline the end-to-end journey. Power Point Trust Belize Ltd. (Offshore IBCs Formation/ Foundation) 05/2011 – 09/2014 Corporate Compliance Officer

• Partnered with the International Financial Services Commission AML/CFT compliance; built and maintained policies/controls; served as AMLCO overseeing CDD/EDD, transaction monitoring, and STR filings.

• Led risk oversight and regulator interface: ran risk assessments/internal audits, tracked regulatory change and updated policies, and acted as primary liaison to regulators/auditors with timely, accurate reporting.

• Embedded a strong compliance culture: delivered staff training and guidance, investigated breaches, and steered remediation in line with ethical and regulatory standards. Bank of Nova Scotia 01/2005 – 04/2011

Risk & Compliance Analyst

Summary: Accomplished risk and compliance professional with extensive experience across banking, and financial services. Skilled at interpreting complex regulations and implementing governance and remediation programs. Proven in managing high-value claims and business operations, leading cross-functional teams, and streamlining operations to mitigate risk and strengthen stakeholder trust.

Ozioma McGee

******.*****@*****.*** +1-747-***-****

• Optimized enterprise risk remediation: identified/prioritized over 40 regulatory, operational, and audit risks; implemented fixes aligned with Scotiabank's global standards and Belize requirements; ensured compliance with the Central Bank of Belize and applicable laws.

• Operationalized regulatory change: partnered with Compliance/Risk/Legal to embed updates into policies, procedures, and controls; tracked remediation progress, kept audit-ready documentation, and escalated issues to regional/global governance.

• Strengthened controls and culture: analyzed recurring gaps to recommend preventive controls and process improvements; promoted risk culture and operational integrity across Belize branches. Education

University of Indianapolis, an affiliate of Galen University MBA

Delaware State University, an affiliate of the University of Belize B.S., Business Administration

Wesley Junior College

AA, Paralegal Studies

St. John’s College Junior College

AA, Business Management

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