Ada G. Mgborukwe
MESQUITE,TX
Summary
Over fifteen years of exceptional experience in Customer service in a call center setting and working remotely. Tech Support experience which includes the Loan servicing industry & insurance industry. Great attention to details, strong analytical skill, time management and collaborative skills. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
11
11
years of professional experience
Work History
Customer Service/Quality Control
MetaSource
01.2021 - 10.2021
- Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)
- Validate findings, asset, income, and collateral documents while verifying accuracy and completeness.
- Responsible for following up with emails and chats from customers or clients.
- Responsible for resolving all customers complaints and concerns.
- Review appraisal to ensure valuation is accurate and value is supported.
- Responsible for reviewing loan documents for accuracy and completeness.
- Communicate with customers and processors, sales management, or processing management as needed to ensure all parties are aware of loan status and any outstanding requirements
- Ensure you meet daily, weekly, and monthly internally specified requirements surrounding productivity metrics.
- Represent the organization well by providing exceptional communication skills written and orally when interacting with internal and external customers, vendors, members of state and regional government entities, and other organizations
- Ensure exceptional customer service by maintaining thorough knowledge of lending programs, policies, corporate procedures, and regulatory requirements.
- Demonstrate a commitment to professional ethics, compliance with all Federal and State policies.
Customer Support Specialist
Banner University Health Care
09.2022 - 03.2025
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Developed strong relationships with clients, facilitating trust and open communication during the claims process.
Resolution Specialist/Customer Service
United Healthcare
01.2014 - 02.2020
- Reviewed claims and benefit information and explained to customers and clients.
- Analyze and identify trends and provide reports as necessary
- Consistently meet established productivity, schedule adherence and quality standards
- Provide expertise or general claims support by reviewing, researching, investigating, negotiating, processing and adjusting claims
- Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)
- Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
- Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member.
- Review and research incoming dental claims from members and providers (dentists, dental offices, etc.) by navigating multiple computer systems and platforms and verifies the data/information necessary for processing (e.g. pricing, prior authorizations, applicable benefits).
- Ensure that the proper benefits are applied to each claim by using the appropriate processes and procedures (e.g. claims processing policies and procedures, grievance procedures, state mandates, CMS/Medicare guidelines, benefit plan documents / certificates).
- Communicate and collaborate with members and providers to resolve issues, using clear, simple language to ensure understanding.
- Meet the performance goals established for the position in the areas of: efficiency, accuracy.
Education
Bachelor of Science - Practical Nursing
Southern University of Shreveport
Shreveport, LA05.2005
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Bossier Parish Community College
05.2002
Skills
- Quality assurance
- Microsoft Word
- Data entry
- Team collaboration
- Effective communication
- Microsoft Excel proficiency
- Typing skills
- Computer literacy
- Written and oral communication
- Problem-solving techniques
- Time management strategies
- Attention to detail
- Dependability and responsibility
- Flexibility and adaptability
- Multitasking capabilities
- Calmness under pressure
- Active listening skills
Timeline
Customer Support Specialist
Banner University Health Care
09.2022 - 03.2025
Customer Service/Quality Control
MetaSource
01.2021 - 10.2021
Resolution Specialist/Customer Service
United Healthcare
01.2014 - 02.2020
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Bossier Parish Community College
Bachelor of Science - Practical Nursing
Southern University of Shreveport
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