Angela Odongo
Summary
Customer-focused professional with 17-year career in insurance industry. Driven by a passion for customer satisfaction and process improvement at MetLife Gulf, I leveraged skills in complaint handling and critical thinking to enhance service delivery and team performance. My strategic approach to problem resolution and employee development resulted in significant improvements in customer relationship management and operational efficiency. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Complaints & Continuous Improvement Manager
MetLife Gulf
United Arab Emirates
10.2022 - Current
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints.
- Maintained strong relationships with key stakeholders within the organization, working together to address systemic issues contributing to customer dissatisfaction.
- Mentored and developed team members, providing regular performance feedback and supporting their professional growth.
- Collaborated with cross-functional teams to address root causes of recurring complaints, leading to improved product quality and service delivery.
- Monitored performance metrics to identify trends in complaints and recommend improvements to business processes.
- Tracked, monitored and worked with stakeholders to address issues identified through root cause analysis.
- Facilitated regular meetings with department heads to discuss ongoing complaint trends, share best practices, and develop strategies for improvement.
- Managed a team of complaint investigators, ensuring thorough and timely resolutions to customer issues.
Collections Manager Employee Benefits
MetLife Gulf
United Arab Emirates
07.2017 - 09.2022
- Researched accounts and completed due diligence to resolve collection problems.
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Oversaw daily posting of payments to customer accounts.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
- Enhanced team performance through regular training, coaching, and feedback sessions.
- Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
- Established procedures for collection of past due amounts.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Worked with legal resources and recovery teams to manage default issues.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Developed customized payment plans for financially distressed customers, enabling successful debt recovery while maintaining customer satisfaction.
- Reduced delinquency rates with proactive account monitoring and timely communication.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Created comprehensive reports on collection activities, highlighting key performance indicators and areas for improvement.
- Visited premises of customers to directly collect payments.
Senior Collections Executive
MetLife Gulf
United Arab Emirates
01.2012 - 06.2017
- Established solid working relationships with external partners for escalated cases.
- Reduced delinquencies by implementing effective collections strategies and closely monitoring account statuses.
- Conducted regular account reviews to ensure accurate credit reporting and maintain portfolio health.
- Managed a diverse portfolio of clients, effectively prioritizing efforts based on risk assessment and potential for recovery.
- Maximized recoveries by promptly identifying high-risk accounts and escalating them for appropriate action.
- Fostered strong relationships with clients through clear communication, empathy, and professionalism in all interactions.
- Facilitated the resolution of complex account issues through collaboration with relevant stakeholders.
- Collaborated with cross-functional teams to resolve billing disputes and prevent future occurrences.
- Responded to customer inquiries and provided detailed account information.
- Improved customer payment habits through proactive communication and negotiation of payment plans.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Established relationships with customers to encourage payment of delinquent accounts.
- Prepared and submitted legal documents to initiate court proceedings.
- Initiated service disconnection upon failure of other collection methods.
Customer Service Field Representative
MetLife Gulf
United Arab Emirates
05.2007 - 12.2011
- Improved customer satisfaction by promptly addressing and resolving service issues.
- Provided valuable feedback to management based on customer interactions, driving continuous improvements in service offerings.
- Demonstrated excellent communication skills in handling customer inquiries and complaints professionally and effectively.
- Developed strong relationships with key clients, ensuring their loyalty and support over time.
- Provided ongoing support to customers after initial resolution of issues, ensuring complete satisfaction at all times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Liaised with sales teams and management teams to develop solutions and accomplish shared objectives.
Education
Associate Life Management Institute
Life Office Management Association
Atlanta, GABachelor of Arts - Building Economics
University Of Nairobi
Nairobi,KenyaSelling Insurance Products & Underwriting
Emirates Institute of Finance
United Arab EmiratesSkills
- Customer experience
- Performance Evaluations
- Critical Thinking
- Complaint Handling
- Administration and Reporting
- MS Office
- Team Leadership
- Problem Resolution
- Customer Relationship Management
- Negotiation and Conflict Resolution
- Employee Development
- Process Improvement
Certification
ACS,ALMI
Languages
English
Full Professional
Spanish
Elementary
Swahili
Native or Bilingual
Timeline
Complaints & Continuous Improvement Manager
MetLife Gulf
10.2022 - Current
Collections Manager Employee Benefits
MetLife Gulf
07.2017 - 09.2022
Senior Collections Executive
MetLife Gulf
01.2012 - 06.2017
Customer Service Field Representative
MetLife Gulf
05.2007 - 12.2011
Associate Life Management Institute
Life Office Management Association
Bachelor of Arts - Building Economics
University Of Nairobi
Selling Insurance Products & Underwriting
Emirates Institute of Finance