Customer Service Representative - Claims & Disputes

AYO OMOLE

Killeen, TX 508-***-**** ***********@*******.*** PROFESSIONAL SUMMARY

Customer-focused and tech-savvy Customer Service Representative with over six years of experience delivering high-quality service across insurance, finance, logistics, and retail sectors. Skilled in handling high-volume inquiries, resolving disputes, and ensuring compliance with regulatory policies. Proficient in CRM tools including Salesforce, Zendesk, and ServiceNow. Known for consistently exceeding KPIs, reducing complaint resolution times, and improving customer satisfaction scores. CORE COMPETENCIES

Customer Support: Phone, Email, Live Chat, Complaint Resolution, Claims Management CRM Systems: Salesforce, Zendesk, ServiceNow, Genesys, Slack Technical Proficiency: Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, Teams) Compliance & Policy: Regulatory Standards, Data Confidentiality, Financial Dispute Resolution Soft Skills: Empathy, Communication, Problem Solving, Time Management, Team Collaboration PROFESSIONAL EXPERIENCE

Liberty Mutual Insurance – Plano, TX

Auto Claims Customer Service Representative Jan 2023 – Present

• Handle 50+ daily customer inquiries related to auto insurance claims.

• Investigate claims to verify coverage and validity, collaborating with adjusters and underwriters.

• Collaborate with adjusters and legal teams to expedite the claims process, improving resolution time.

• Negotiate settlements within assigned authority, balancing customer satisfaction and company policies.

• Maintain accurate records and ensured policy compliance in claim handling. FIS Global (Genpact) – Remote

Chargeback Associate Jul 2019 – Dec 2022

• Processed credit/debit card chargebacks and resolved transaction disputes in compliance with Visa/MC guidelines.

• Educated customers on fraud prevention and digital financial tools, reducing repeat disputes.

• Collaborated with internal fraud and compliance teams to enhance claim investigation efficiency.

• Resolved complex chargeback cases, identifying fraudulent transactions, and preventing revenue loss.

• Worked closely with banks, merchants, and internal teams to streamline the dispute resolution process.

Walmart Supercenter – Grand Prairie, TX

Customer Service Representative Jun 2015 – Jul 2019

• Assisted with returns, complaints, and inquiries to ensure a smooth customer experience.

• Trained and mentored new hires on POS systems, store protocols, and service standards.

• Managed daily transactions with 99.5% accuracy and reduced checkout wait times.

• Provided exceptional frontline customer support, handling product inquiries, refunds, and escalations.

• Processed transactions efficiently while ensuring billing accuracy and POS system integrity.

• Helped drive sales by cross-selling related products and informing customers about store promotions.

EDUCATION & CERTIFICATIONS

Arizona State University – MSc. Global Logistics (2021) Licensed All Lines Adjuster – Texas (Active)

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