Amaka Iwuofor
Goose Creek,SC
Summary
Experienced Customer Service Lead with 5+ years in mentoring teams to surpass satisfaction goals. Achieved a 20% increase in first-contact resolution through the implementation of effective service protocols. Skilled in claims analysis and conflict resolution, with a commitment to regulatory compliance and staff development. Strong leadership and communication abilities contribute to enhanced team performance and customer experience.
Overview
7
7
years of professional experience
Work History
Senior Claims Adjuster
GEICO
Houston, TX
10.2022 - 07.2024
- Conducted evaluations of complex claims to determine coverage and liability in line with company policies.
- Negotiated fair settlements with policyholders and third parties, ensuring prompt resolutions.
- Trained junior adjusters on effective claims handling techniques and customer service excellence.
- Executed process enhancements that improved efficiency within claims processing workflows.
- Analyzed insurance policies to clarify coverage and assess legal liability for losses.
- Documented all claim activities accurately, including maintaining detailed diaries of claim progress.
- Worked alongside legal teams, medical professionals, and stakeholders to address intricate issues.
- Guaranteed that claims handling adhered to relevant laws, regulations, and company standards.
Collections Team Lead
Goldman Sachs & Co
Richardson, TX
08.2020 - 04.2022
- Efficiently resolved customer inquiries and complaints to boost satisfaction levels.
- Ensured accuracy of customer records and documentation for operational integrity.
- Quickly adapted to new software systems for effective customer interaction management.
- Engaged in training sessions to enhance understanding of customer service practices.
- Oversaw training and mentoring of new team members to elevate performance standards.
- Managed collections operations, focusing on timely collection of overdue invoices.
- Assessed credit applications, established credit limits, and formulated risk mitigation policies.
- Negotiated payment plans, addressed client disputes, and resolved payment discrepancies effectively.
- Maintained high-quality standards by regularly monitoring calls and providing constructive feedback to team members.
Customer Service Representative
Genpact
Richardson, TX
01.2019 - 01.2020
- Supported customers by addressing questions related to Apple Card accounts, payments, and transactions through multiple communication platforms.
- Resolved account-related issues to ensure exceptional customer satisfaction.
- Informed customers about various features and advantages of the Apple Card.
- Partnered with supervisors and technical support to identify effective solutions for customer inquiries.
- Adhered strictly to financial and privacy regulations throughout all interactions.
Customer Service Manager
TruGreen
Richardson, TX
02.2017 - 01.2018
- Handled customer interactions through inbound and outbound calls to resolve issues related to lawn care, billing, and scheduling.
- Accurately recorded and updated customer data, service histories, and billing information in the database.
- Troubleshot customer complaints effectively, ensuring prompt resolutions.
- Promoted specialized lawn care services based on identified customer needs to enhance overall experience.
- Acted as liaison between customers and various departments for seamless issue resolution.
- Followed established company procedures to maintain high standards of service delivery.
- Analyzed customer feedback trends, communicating insights for improvement initiatives to management.
Education
Paris Junior College
Paris, Texas, TXSkills
- Effective communication
- Professionalism and integrity
- Team leadership qualities
- Computer software proficiency
- Staff training
- Data entry efficiency
- Analytical problem solving
- Time management mastery
- Strategic Decision-making
- Sales experience
- Attention to detail focus
- Continuing education commitment
- Conflict resolution techniques
- Fraud detection proficiency
- Regulatory compliance
- Stress management techniques
- Claims analysis expertise
- Empathy and tact display
- Customer service
- Problem-solving
- Highly motivated
- Multitasking and organization
- Data entry
- Innovation and creativity
- Casualty and property loss
Timeline
Senior Claims Adjuster
GEICO
10.2022 - 07.2024
Collections Team Lead
Goldman Sachs & Co
08.2020 - 04.2022
Customer Service Representative
Genpact
01.2019 - 01.2020
Customer Service Manager
TruGreen
02.2017 - 01.2018
Paris Junior College