CHIAMAKA JANEVIVE EZEH
Summary
Dedicated Customer Service Representative delivering exceptional support in fast-paced environments. Performance-driven professional known for servant leadership, clear communication, and a collaborative approach within cross-functional teams.
Professional in customer support with strong communication and problem-solving skills. Adept at managing inquiries, resolving issues, and ensuring customer satisfaction. Known for teamwork, adaptability, and achieving results under changing conditions. Skilled in conflict resolution, empathy, and time management.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Care Representative/ Coordinator
Huckeye Health Services LLC
Katy, Texas
10.2023 - Current
- Handle high-volume inbound and outbound calls, assisting patients with scheduling services inquiries, and care coordination.
- Manage over 50 inbound customer calls daily.
- Resolve customer complaints and service issues promptly to ensure positive patient experiences.
- Educate patients and caregivers on available services, resources, and appointment procedures.
- Assist with scheduling home health visits, including nursing, therapy, and personal care services.
- Communicate with patients, families, and healthcare providers to ensure clear understanding of care schedules and services.
- Document all customer interactions, correspondence, service update and maintain accurate patient records in electronic health systems.
- Establish follow up calls to confirm patient satisfaction and address any additional concerns.
- Assist patient with insurance verification and service eligibility inquiries.
- Coordinate with insurance providers for service eligibility or authorization under supervision.
- Maintain compliance with HIPAA regulations and confidentiality standards
- Resolve customer inquiries through effective communication and problem-solving techniques.
- Utilize CRM software to track customer interactions and maintain accurate records.
Claim Representative
Cigna Healthcare
Remote
06.2022 - 08.2023
- Review and process insurance claims (health, auto, property, etc.) with accuracy and efficiency.
- Resolved customer complaints and provided clear guidance on claim procedures.
- Handled over 50 inbound customer calls regarding insurance claims, coverage and benefits.
- Documented all customer communications, claim updates and correspondence.
- Verify policyholder information and determine coverage eligibility.
- Communicate with policyholders, providers, and third parties to gather necessary documentation and clarify details.
- Investigate and document facts to assess liability and claim validity.
- Resolve claims by approving, denying, or negotiating settlements in line with policy terms.
- Maintain up-to-date records in internal systems and ensure timely follow-up.
- Provide exceptional customer service by guiding claimants through the process and addressing concerns.
- Collaborate with internal teams to resolve complex claim issues.
- Analyzed claim data to identify discrepancies and resolved issues promptly.
- Processed claims efficiently, ensuring compliance with policies and regulations.
Customer Service Representative
SGK Global Shipping Services
Stafford, Texas
02.2020 - 05.2022
- Respond to customer inquiries via phone, email, and live chat regarding shipping rates, delivery schedules, and tracking updates.
- Provide real-time shipment tracking and resolve delivery delays or issues promptly.
- Coordinate with drivers, warehouse staff, and dispatch teams to ensure on-time deliveries and pickups.
- Process shipment orders, generate shipping labels, and verify documentation accuracy (e.g., bills of lading, customs forms).
- Manage complaints or damage/loss claims and escalate to appropriate departments when needed.
- Maintain accurate customer records and update shipping data in the logistics software system.
- Educate customers on shipping policies, customs requirements (for international), and delivery procedures.
- Monitor and follow up on undelivered or returned shipments.
- Support logistics coordinators and assist with inventory or freight scheduling as needed
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Processed shipping orders accurately, ensuring timely delivery and adherence to company policies.
Analyst, Partner Operations
MTN Nigeria Communications, PLC
05.2019 - 01.2020
- Managed operational activities associated with Partnerships- onboarding, governance, performance measurement and monitoring, contract compliance and reporting, partner enablement.
- Innovation – identified new business opportunities, routes to market and commercial approaches.
- Assisted in driving execution of strategies to attract and onboard new channel partners in line with business objectives.
- Reaching out to potential clients and nurturing relationships with existing ones.
- Provided operational support to partners to ensure efficient sales, fulfillment and service to end-customers.
- Coordination of relevant trainings and programs to improve capabilities and performance of channel partners.
International Roaming Coordinator
MTN GlobalConnect Dubai
10.2018 - 04.2019
- Ensure smooth and seamless roaming coordination between the roaming partners and roaming operations in the centralized roaming hub.
- Initiate contracting process with new and existing roaming partners as well as ensuring agreement signature for group roaming agreements.
- Ensure the smooth handoff of roaming partners to the Roaming Operations on boarding team.
- Maintain data for weekly reporting on the roaming dashboard.
- Expand roaming service footprint to improve roaming performance and customer experience.
- Negotiate, draft, and submit group roaming agreements for approval in close coordination with Legal, Finance, Wholesale, Roaming Operations, and roaming vendors.
- Manage SLAs agreed with roaming partners.
- Collaborate with cross-functional teams and provide both commercial and technical input for all implemented Roaming VAS.
- Partner with wholesale, managed services, vendors, technical operations, roaming operations, and commercial teams to ensure optimum customer roaming experience.
- Analyze detailed service performance parameters of the roaming partners using Roaming Hub Intel to close contract negotiations.
- Negotiate group roaming agreement between the Roaming Hub and roaming partners.
- Hand-off roaming information packs to IREG and TADIG Coordinators for boarding of the roaming partner in accordance with roaming hub processes.
- Developed and implemented process improvements to streamline workflows and reduce turnaround times.
- Coordinated cross-functional teams to enhance project delivery timelines and operational efficiency.
Roaming Analyst (Marketing & Strategy)
MTN Nigeria Communications PLC
04.2015 - 09.2018
- Monitored excellent outbound and inbound communication to ensure seamless service for customers
- Responsible for monthly/weekly report-Traffic & Revenue Analysis (Analyze roaming traffic and revenue report highlighting trends and variances)
- Designed roaming strategy (short or long term) and drove/ leveraged roaming value proposition
- Worked collaboratively across MTN and OPCO's to implement a strategic approach to external communications
- Responsible for establishing new roaming agreements & sign preferred agreements with key operators
- Coordinated contract negotiations, signaling, IREG (IR24, IR32, IR35, and IR38) Testing, TADIG and launch
- Reviewed Partners draft agreement and seeks input from stakeholders such as Revenue Assurance, Finance, and Billing, as appropriate for any changes
- Followed through on execution to ensure proper implementation, testing and launch-readiness of products
- Reduced cost and improved inbound traffic with special discount agreement
- Escalated exceptions on roaming queries from internal and external stakeholders
- Performed Roaming quality test via SIGOS Tool to improve customer experience
- Coordinated implementation of roaming offers and bundles with product and pricing team
- Developed and maintained communications vehicles aligned with corporate messaging that helps to build internal awareness and elevate the corporate brand
International Roaming Analyst (Network Division)
MTN Nigeria Communication
01.2007 - 03.2015
- Drove Innovation by identifying and taking advantage of new business opportunities
- Responsible for daily liaison with roaming partners for the establishment of roaming services
- Designed, developed and executed the communication strategy for MTN and ensured that the strategy is aligned with organizational goals
- Reviewed Partners draft agreement and seek input of stakeholders such as Revenue Assurance, Finance, and Billing, as appropriate for any changes
- Maintained networks of communications contacts with vendors, channels and stakeholders
- Recorded keeping of all technical, commercial and administrative changes as applicable to assigned roaming partner networks
- Developed and pursued strategies to meet yearly roaming targets for outbound and inbound customers
- Responsible for determining and issuing commercial launch and communicating information to stakeholders in MTN Nigeria.
- Collaborated across organizational boundaries, internally and externally
- Initiated teamwork within MTN and Opco's (operating countries)
- Negotiated all non-standard requirement, manage relations for technical, and contract negotiation
- Monitored excellent outbound and inbound communication to ensure seamless service for customers
- Resolution of customer queries
- Analyzed preferred partners' traffic and revenue to ensure accurate calculations and implementation of discounts.
International Roaming Expert Group-(IREG TESTER)
MTN Nigeria Communication
07.2005 - 12.2006
- Good knowledge of all IR network changes to update and ascertain that the subscriber experience is as per expectation
- Ensured roaming tests are conducted, recorded by all partner networks; verified records, data and tasks with the roaming partners
- Recorded technical, commercial and administrative changes as applicable to assigned roaming partner networks
- Good knowledge of IREG standards and procedures at an International level
- Updated negotiated and reviewed partner draft roaming agreement
- Requested for IR.21 signal and switch data fill
- Scheduled, performed and documented IR.24 test according to the IREG standard
- Checked accuracy of SIM data loaded and get the Integrated Mobile Subscriber Identity (IMSI) via Telecommunications Management and Operations Support (TMOS)
- Resolved roaming partner queries on services and network related issues.
Education
Post Graduate Certificate - Business Administration (Project Management)
University of Wales United Kingdom
Master's - Business Administration
University of Nigeria
2023
Bachelor of Art Ed. - English
Bayero University
KanoSkills
- Customer Relationship Management Tools (SIGOS, CLM, CITRIX, CEM)
- Call Center Operations
- Customer Issue Escalation and Resolution
- Customer Retention and Satisfaction
- Data Entry and Record Management
- Data Analytics
- Demand Management
- Project management skills: Task management, prioritization, delegation, task separation, Scheduling, Risk Management
- Marketing Campaign Management
- Microsoft Office suite
- Troubleshooting- (Assessment, system knowledge, analytical skills, testing)
- Cost Efficient
- Communication Skills
- Problem Solving Skills
- Team Training & Leadership
- ServiceNow
- Remedy
- Citrix
- Live Chat
- Zendesk
- MS Excel
- SharePoint
- Call center experience
- Data entry
- Inbound customer service
Certification
- Certified ITIL 4 Foundation
- ServiceNow Certified System Administrator
TRAININGS AND WORKSHOPS ATTENDED
- Roaming Essentials-Roamingwise
- Certified ServiceNow Business Analyst
- Data Awareness Compliance Training -KPMG
- Building an AI Enabled Business-Ionology
- Developing Customer Centricity in Transforming Telco -Telecoms Academy
- LDI & Interconnect Carrier Workshop South Africa
- LTE Roaming Training, Lagos
- Customer Focus in Telecoms - Telecoms Academy
- Advanced Signaling and Protocol Analysis
- Data Networking Advanced, Accra.
- IIBA CBAP Certification Training
- Risk Management
- Project Communication Management and Leadership
- MACH Training France Paris
- Roaming Management
- IOT discount negotiations
- Roaming fraud
- Project Management Professional
- MACH SMART Training Accra
- Telefocal Asia CAMEL Training
- MACH Training Singapore
- MACH Roaming Principles
- MACH Examines IOT discount negotiations
- CAMEL Prepaid Roaming
- Seamless Roaming WECA Workshop, Accra Ghana
- Comfone GPRS Training, Lagos-Nigeria
- Comfone Roaming Management Training, Lagos-Nigeria
Timeline
Customer Care Representative/ Coordinator
Huckeye Health Services LLC
10.2023 - Current
Claim Representative
Cigna Healthcare
06.2022 - 08.2023
Customer Service Representative
SGK Global Shipping Services
02.2020 - 05.2022
Analyst, Partner Operations
MTN Nigeria Communications, PLC
05.2019 - 01.2020
International Roaming Coordinator
MTN GlobalConnect Dubai
10.2018 - 04.2019
Roaming Analyst (Marketing & Strategy)
MTN Nigeria Communications PLC
04.2015 - 09.2018
International Roaming Analyst (Network Division)
MTN Nigeria Communication
01.2007 - 03.2015
International Roaming Expert Group-(IREG TESTER)
MTN Nigeria Communication
07.2005 - 12.2006
Post Graduate Certificate - Business Administration (Project Management)
University of Wales United Kingdom
Master's - Business Administration
University of Nigeria
Bachelor of Art Ed. - English
Bayero University