Autra Okeke

• Managed 50–60 calls and 20–30 chats daily, resolving Medicaid provider inquiries related to claims and payment status.
• Verified provider information, researched claim statuses, and maintained accurate CRM documentation.
• Exceeded performance expectations for 10-minute average handle time (AHT), 95% schedule adherence, and 97% quality assurance (QA) while maintaining accuracy and compliance.
• Submitted and monitored Tier 2 escalations for claim clarification and Tier 3 escalations for claim reprocessing, making outbound calls to communicate resolutions.
• De-escalated frustrated providers through active listening, clear communication, and professional problem-solving to address concerns and maintain positive customer interactions.

• Managed high-volume inbound calls, assessed client needs through active listening, and explained debt relief options while setting clear expectations.
• Prepared applications for underwriting review by collecting and documenting required information, maintaining accurate records to support follow-up and compliance.

• Handled a high volume of daily customer interactions via phone and ticketing systems
• Resolved billing, account, and product questions while maintaining professionalism under pressure
• Calmed escalated customers through clear communication and problem-solving
• Processed payments and maintained accurate CRM documentation

• Managed a portfolio of business customers by responding to account inquiries, coordinating requests, and supporting ongoing service needs

• Worked with business and IT contacts to assess needs and coordinate technology solutions
• Prepared documentation to support internal teams and customer requests

Onboarding (2019 - 2022)

• Led consultative onboarding conversations with new customers, reviewing recent purchases, identifying additional needs, and presenting appropriate solutions through active listening and needs-based analysis
• Supported new product launches and account growth by managing a large book of business, meeting
  performance targets, and collaborating with teams to ensure successful rollout and customer adoption

Escalation Specialist (2017 -2019)

• Handled high-volume customer support (30–50 calls and emails daily), meeting service-level, handle-time, and productivity standards while resolving inquiries efficiently
• Trained and supported new team members, responded effectively to process changes, and resolved escalated customer concerns with professionalism and empathy