Alero NEBURAGHO
Norcross,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
Work History
Customer Support Specialist (Claims and Benefits)
Aetna Signature Administrators
01.2020 - Current
- Explain and clarify insurance policy benefits, coverage, and exclusions to clients accurately
- Assist clients with claims processing and follow up on the status of their claims in a timely fashion manner
- Provide information on different insurance products and services paying attention to customer’s needs
- Process new insurance applications, renewals, and policy changes
- Maintain accurate records of client interactions and transactions
- Ensure compliance with industry regulations and company policies at all times
- Handle customer inquiries, complaints, and escalations in a professional manner
- Provide support and guidance to clients in understanding their benefits and resolving any issues
- Schedule appointments and follow-up meetings with clients
- Prepare and distribute policy documentation, quotes, and other relevant materials
- Conduct administrative tasks such as data entry, filing, and document management
- Collaborate with other departments to ensure smooth operations and customer satisfaction.
Sales Associate
Mondalez
11.2014 - 05.2020
- Recommended alternative merchandise display styles to management which were implemented and resulted in a 32% sales growth
- Increased customer average order size for new customers by 14% by running a customer nutrition needs analysis and recommending the right products
- Carried out instore visits according to Mondelez’ visit method, ensuring Nabisco leading brands are well represented, stocked and maintained through the implementation of Mondelēz’ guideline
- Follow the daily route planning prepared by the operations team to ensure the most efficient instore service
- Reviewed existing portfolio of opportunities with team and made recommendations to update company’s capacities and exceptional customer service
- Work in conjunction with the Merchandisers to ensure inventory is fully stocked, always rotated and presentable
- Awarded employee of the month three times for exceptional customer service receiving 95% positive customer reviews.
Customer Services Tech Support Specialist
Home Depot
03.2014 - 11.2016
- Exceeded quantitative metrics on customer satisfaction, customer retention and inquiry volume
- Grew existing customer accounts by 19% through exceptional customer service and effective sales techniques
- Actively maintained and updated customer accounts in Hubspot CRM while interacting with customers across email, phone and social media
- Quickly triaged incoming calls when necessary reducing the average time to resolution by 15%
- Actively worked to display a courteous and empathetic attitude to customers resulting in a net promoter score of over 4.
Sales Representative
Northbridge Energy, Lagos Nigeria
01.2008 - 11.2013
- Successfully responded to 30+ RFPs resulting in 25% conversion rate
- Increased qualified leads by 19% by identifying prospective customer
- Surpassed Sales incentive Target by15% and increased net profits by 12%
- Managed the sales process from concept to completion ensuring customer satisfaction by providing technical support and all other aspects of sales support such as order processing expediting and documentation
- Utilized market insights to recommend product enhancements resulting in an increase in product competitiveness and customer demand.
Education
BSc Chemical Engineering -
University of Lagos, Nigeria
Skills
- Proficiency with CRM Systems (Salesforce Zendesk)
- Excellent Customer Service and Engagement skills
- Collections, Billing, Order entry
- Computer Application proficiency-Microsoft Suite, Windows etc
- Troubleshooting
- Proficiency with Virtual Communications Tools (Zoom, Microsoft Team Outlook, Zoom, Teams and Webex etc)
- Active Listening
- Management Reporting
- Time Management
- Negotiation Skills
- Excellent Communication skills, Verbal and Written
- Independent Work ethics
- Customer Relations
- Decision-Making
- Quantitative skills
Timeline
Customer Support Specialist (Claims and Benefits)
Aetna Signature Administrators
01.2020 - Current
Sales Associate
Mondalez
11.2014 - 05.2020
Customer Services Tech Support Specialist
Home Depot
03.2014 - 11.2016
Sales Representative
Northbridge Energy, Lagos Nigeria
01.2008 - 11.2013
BSc Chemical Engineering -
University of Lagos, Nigeria
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