Annette Ogbeha
Summary
Excellent in Customer Service handled an average of 70+ inbound and outbound calls in a high volume call Center environment. Assist in activities related to the medical and psychosocial aspects of utilization and coordinated care. Assist professionally to customer inquiries/complaints received via phone or email and ensure that appropriate action is taken, including follow up. Assisted with clients to solve their technical problems to ensure a positive customer experience regarding the processing of their transactions Ability to work closely with other customer service representatives and client representatives. Expertise to meet daily call metrics in terms of calls per hour, handle time and aux time.
Professional with strong background in leadership and team management. Proven track record in driving results and ensuring team collaboration. Skilled in strategic planning, problem-solving, and adapting to dynamic environments. Known for reliability, effective communication, and delivering high-quality outcomes.
Experienced with team leadership, operational management, and customer service excellence. Utilizes strategic planning and problem-solving skills to enhance team productivity and service quality. Track record of fostering collaborative and adaptable workplace.
Management professional with track record of effective team leadership and operational oversight. Consistently achieves goals through collaborative efforts and adaptability to changing demands. Skilled in conflict resolution, process improvement, and fostering positive work environment.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Assistant Manager
Coen store 1236
10.2023 - Current
- Overseeing inventory, cash handling, and financial performance at the store level
- Leading, coaching, and developing team members to achieve goals
- Delivering excellent guest experiences and resolving concerns quickly
- Ensuring compliance with safety, service, and operational standards
- Supporting hiring, training, and scheduling of team members
- Acting as a role model of Coen’s Seven Core Principles
Assistant Manager
Speedway
09.2022 - 09.2022
- Oversee and provide customer service leadership, training, and coaching, alongside the Store Leader, for all store employees.
- Demonstrated strength maintaining high retention by focusing on identifying qualified applicants, developing leaders, empowering employees, and encouraging employee productivity.
- Ability to assist in implementing all merchandising and marketing programs.
- Competency in cash handling, fuel transactions, and promoting our loyalty program.
- Demonstrated ability to maintain a clean, safe environment by complying with all health and sanitation procedures to ensure the store is presentable and that all products are in-stock.
- Excellent oral and written communication and intrapersonal skills.
- Proficient computer knowledge (Microsoft products preferred Word, Excel).
- A High School diploma or GED is preferred, but not required for candidates that have at least one year of Retail Management experience.
- A valid Driver’s License from the state of residence while maintaining automotive liability insurance during the course of employment.
- The ability to multi-task, perform repeated bending, standing, and reaching, and occasionally lifting up to 50 pounds.
Assistant Manager
Dollar General
10.2021 - 09.2022
Rangam (Amerisource Bergen)
01.2021 - 02.2021
- Reviews all patient insurance information needed to complete the benefit verification process.
- Triages cases with missing information to appropriate program associates.
- Verifies patient specific benefits and precisely documents specifics for various payer plans including patient coverage, cost share, and access/provider options.
- Identifies any restrictions and details on how to expedite patient access.
- Could include documenting and initiating prior authorization process, claims appeals, etc.
- Completes quality review of work as part of finalizing product.
- Reports any reimbursement trends/delays to management.
- Performs related duties and special projects as assigned.
Xome/Mr. Cooper/Title 365 (Matrix Temp Service)
09.2020 - 01.2021
- Prepares and submits loan closing packages, ensuring compliance with appropriate regulations, insurance and guarantee functions as applicable.
- Typically responsible for ensuring appropriate liquidity is available to complete the loan transaction
- Excellent communication skills and customer service
- Team oriented individual who is comfortable working in a fast paced environment
- Industry experience is a plus
- Comfortable work with MS Office tools ( Excel, Outlook, Word, etc.)
Caregiver
Private care for Rachel Batie
02.2019 - 11.2020
- Schedule doctor appointments
- Make sure transportation is set to pick her up for dialysis and dr. appointments
- Administer medication, including diabetic sugar testing
- Incontinent care
- Physical therapy help to get use to having one leg
- Get her into her wheelchair
- Wound care
- Assist with bathing
- Light housework including cooking
- Keep up with benefits verification
Customer Service representative
Quest Diagnostics, Pittsburgh, PA
08.2018 - 01.2019
- Handle all customer contact received by telephone, in writing, and in person.
- Troubleshoot inquiries. Follow-up with customers on issues that cannot be resolved immediately.
- Handle all customer inquiries by telephone regarding verbal reporting of results, concerns of service failures and other duties to provide customer satisfaction. Report laboratory results to clients using established protocols. Document reporting or call history in the patient file and maintain appropriate records. Contact the client to resolve routine matters related to patient testing and result reporting. Use established protocols for reporting client concerns.
- Other duties as required to meet the customer's requirements. Understands the importance of Quality Service and how it is measured.
Program Coordinator/ Customer Service Representative
Organization PA Health and Wellness, Pittsburgh, PA
11.2017 - 07.2018
- Assist in activities related to the medical and psychosocial aspects of utilization and coordinated care. Initiate authorization requests for output or input services in keeping with the prior authorization list. Research claims inquiry specific to the department and responsibility.
- Perform tasks necessary to promote member compliance such as verifying appointments, obtaining lab results. Assess and monitor inpatient census.
- Screen for eligibility and benefits. Identify members without a PCP and refer to Member Services. Screen members by priority for case management (CM) assessment. Perform transition of care duties to include but not limited to, contact the member’s attending physician, member or medical power of attorney, other medical providers (home health agencies, equipment vendors) for information pertaining to special needs.
- Coordinate services with community-based organizations.
- Attend marketing and outreach meetings as directed to represent the plan.
- Produces and mails routine CM letters and program educational material.
Customer Service Representative
Willis Towers Watson, Pittsburgh, PA
07.2017 - 08.2017
- Perform customer service support and meet clients’ day-to-day administrative needs with respect to defined benefit pension plans
Patient Service Coordinator/ Customer Service Representative
CVS Specialty Pharmacy, Monroeville, PA
03.2017 - 06.2017
- Handled an average of 40+ calls in a high volume call Center environment.
- Coordinated patient care by scheduling orders, communicating information to the patient regarding shipments, assessing supply needs, verifying patient information, notifying the pharmacist of issues or changes in the patient’s condition.
- Provided pricing, availability, and schedules information within established guidelines.
- Contacted the pharmacists to alert them of any changes in patient's condition, compliance issues due to patient not taking medication or side effects, or to transfer a patient directly to pharmacist for counselling.
- Completed other stages of the order process as assigned including but not limited to loading insurance information.
- New Patient Enrolment Review, with knowledge of (LOADING FROM SCRATCH)
Patient Care Coordinator
Walgreen's specialty pharmacy, Pittsburgh, PA
07.2016 - 01.2017
- Handled an average of 40+ calls in a high-volume call Center environment.
- Recorded and processed orders and/or inquiries received by fax, mail, telephone, and/or through patient direct contact. Provided pricing, availability, and schedules information within established guidelines.
- Received inbound and outbound calls to patients or MD Offices regarding orders for medications, pharmacy services and all other inquiries.
- Coordinated patient care by scheduling orders, communicating information to the patient regarding shipments, assessing supply needs, verifying patient information, notifying the pharmacist of issues or changes in the patient’s condition.
- Provided correct information or directs the call to the appropriate team member or department while maintaining a high level of professionalism.
- Created patient activities as a reminder for the following tasks including but not limited to follow-up calls for patients, to initiate discharge of service, to contact a patient's doctor's office, to mail a letter to a patient, and any other reminders necessary as it relates to a patient's care.
- Contacted the pharmacists to alert them of any changes in patient's condition, compliance issues due to patient not taking medication or side effects, or to transfer a patient directly to pharmacist for counselling.
- Completed all additional special handling duties as assigned including but not limited to drug shipment notifications and Adverse Drug Event Reports
- Completed other stages of the order process as assigned including but not limited to scanning prescriptions, imagine indexing, pre-QA, load insurance information, run test claims, work issues and facilitate prior authorizations.
- Provided typed documentation of all communications received from calls and provides notification of any urgent orders, shipping related issues and any errors, complaints or compliments to the appropriate party or system.
Business Development Representative
Monroeville Business Development Center, Monroeville, PA
07.2012 - 06.2015
- Handled an average of 60+ calls in a high-volume call Center environment.
- Scheduled service appointments on a per call basis.
- Met daily call metrics in terms of calls per hour, handle time and aux time.
- Completed daily data entry of new customer profiles into proprietary databases.
- Ensured that the clientele was keeping up regular maintenance on their new and used vehicles.
Customer Service Representative
TRG / AT&T, Pittsburgh, PA
08.2011 - 06.2012
- Handled an average of 70+ calls in a high-volume call Center environment.
- Set up new customer accounts and explained account billing.
- Explained the set-up process to ensure all required documentation was completed.
- Transferred to the appropriate department as needed for further resolution.
- Provided tier I support to answer all questions that were answered.
WU Technical Support Agent
01.2011 - 07.2011
- Provided technical support to all clientele that called in about issues with their system.
- Assisted with clients to solve their technical problems to ensure a positive customer experience regarding the processing of their transactions.
Health Care Coordinator
Aerotek, Pittsburgh, PA
06.2010 - 12.2010
- Handled an average of 40+ calls in a high volume inbound predictive dealer system.
- Assisted families in making medical appointments for family medical necessities.
- Routed calls to appropriate departments for further resolution.
- Scheduled appointments as a per need basis.
Mortgage Collector
Bank of America, Pittsburgh, PA
03.2010 - 06.2010
- Handled an average of 50+ calls in a high-volume collection call Center.
- Explained balances and offered solutions to pay off debt.
- Performed collections, customer servicing and other loss mitigation or recovery activities.
- Contacted delinquent, charged-off or high-risk customers to secure payment and determine reason for delinquency on active mortgage loans.
- Work with customer to establish full balance repayment plans Required to work an established list of accounts on automated collections Negotiate payment arrangements to cure delinquent accounts as well as educate customers on account terms and alternative payment programs and methods
Executive Assistant / Sales Manager
Rent-A-Center
06.2004 - 02.2010
- Assists with managing daily operations of furniture rental and sales stores.
- Plans and prepares work schedules, assigns employees to specific duties.
- Prepares or directs workers preparing merchandise displays and advertising copy.
- General sales, reconcile and end of the day transaction.
- Manage store and staff as needed.
- Orders merchandise or prepares requisitions to replenish merchandise on hand.
- Ensures employees compliance with established security, sales, and record keeping procedures and practices.
- Cross training new and transferred employees
Customer Service Collections
O.S.I.
01.2001 - 05.2004
- Provide customer service support to delinquent account holders.
- Abide by all state and federal laws, policies, and processes, pertaining to collections
- Perform collection calls using prescribed scripts
- Working in a dialer pool system to perform inbound and outbound calls
Education
High School Diploma -
Ambridge High School
Medical Claims Processing Certificate -
Bidwell Training
Skills
- Billing and Collections
- CMS-1500, UB 04 Forms
- Electronic Health Records
- Electronic/ Medical Insurance Billing (ICD 10, CPT UMPC POWRR Certified)
- Customer service
- Money handling
- Team leadership
- Decision-making
- Problem-solving
- Time management
- Customer relations
- Team motivation
- Staff supervision
- Staff training and development
- Task delegation
- Staff management
- Goal setting
- Workload management
- Team building
- Customer rapport
- Recruiting and interviewing
- Sales strategies
- Customer relationship management (CRM)
- Sales growth
- Policy enforcement
- Sales reporting
- Employee performance evaluations
- Project management abilities
- Meeting facilitation
- Google drive
- Adaptability and flexibility
- Workplace safety compliance
- Employee supervision
- Coaching and mentoring
- Inventory management
- Financial reporting
- Vendor relationship management
- Customer service and satisfaction
- Problem resolution
- Multitasking
- Organizational skills
- Active listening
- Professional and courteous
Accomplishments
- Collaborated with team of 5 in the development of organization of inventory.
- Supervised team of 5 staff members.
achieved training on management through effective helping manager with daily routines.
Certification
- CPM - Certified Professional Manager
- CM - Certified Manager Certification
Experience in Order Processing
Over 10 years of experience in Order processing and has coordinated patient care by scheduling orders, communicating information to the patient regarding shipments, assessing supply needs, verifying patient information, notifying the pharmacist of issues or changes in the patient’s condition.
Experience in Customer Service
Over 10+ years of experience in Customer service and has performed customer service support and meet clients’ day-to-day administrative needs with respect to defined benefit pension plans
Timeline
Assistant Manager
Coen store 1236
10.2023 - Current
Assistant Manager
Speedway
09.2022 - 09.2022
Assistant Manager
Dollar General
10.2021 - 09.2022
Rangam (Amerisource Bergen)
01.2021 - 02.2021
Xome/Mr. Cooper/Title 365 (Matrix Temp Service)
09.2020 - 01.2021
Caregiver
Private care for Rachel Batie
02.2019 - 11.2020
Customer Service representative
Quest Diagnostics, Pittsburgh, PA
08.2018 - 01.2019
Program Coordinator/ Customer Service Representative
Organization PA Health and Wellness, Pittsburgh, PA
11.2017 - 07.2018
Customer Service Representative
Willis Towers Watson, Pittsburgh, PA
07.2017 - 08.2017
Patient Service Coordinator/ Customer Service Representative
CVS Specialty Pharmacy, Monroeville, PA
03.2017 - 06.2017
Patient Care Coordinator
Walgreen's specialty pharmacy, Pittsburgh, PA
07.2016 - 01.2017
Business Development Representative
Monroeville Business Development Center, Monroeville, PA
07.2012 - 06.2015
Customer Service Representative
TRG / AT&T, Pittsburgh, PA
08.2011 - 06.2012
WU Technical Support Agent
01.2011 - 07.2011
Health Care Coordinator
Aerotek, Pittsburgh, PA
06.2010 - 12.2010
Mortgage Collector
Bank of America, Pittsburgh, PA
03.2010 - 06.2010
Executive Assistant / Sales Manager
Rent-A-Center
06.2004 - 02.2010
Customer Service Collections
O.S.I.
01.2001 - 05.2004
High School Diploma -
Ambridge High School
Medical Claims Processing Certificate -
Bidwell Training