Ebunoluwa Eze
Houston,TX
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
Work History
Customer Care Advocate
New York Life Insurance Co
Houston, TX
01.2024 - Current
- Help and work with customers to improve their health, well-being and sense of security.
- Receives inbound customer calls on general inquiries regarding Short Term and State Disability benefits, eligibility, coverage and payment status, as well as provide solutions for customers and clients via phone.
- Creative problem solving, critical thinking and empathy skills are essential.
- Professional interaction,active and passive listening skills and the ability to utilize computer- based resources in a highly effective manner to educate and provide accurate responses to customer inquiries is crucial for success in the role, along with the innate ability to be compassionate and empathetic when appropriate when handling complex customer inquiries.
- Respond to customer inquiries primarily regarding eligibility associated with their disability.
- Understanding of claim status
- Understanding of claim payments related to disability plans
- Researching customer information and inputting data into designated system.
- Customer Focus- Consistently goes above and beyond to understand customer
- Communicates Effectively- Proactively shares a great deal of information; considers what others want to know, not just what they need to know.
- Manages Conflict- Shows a positive approach in times of conflict and helps to dispel tensionwhen there are differences of opinion.
- Situational Adaptability- Swiftly determines when flexibility is required and skillfully shifts own approach.
- Nimble Learning- Consistently asks meaningful questions of others to learn from their
- Worked closely with other departments when necessary to address interrelated concerns affecting customer experience.
- Maintained detailed records of each interaction, ensuring accurate documentation for future reference or follow-up purposes.
- Collaborated with team members to achieve shared goals in improving overall customer experience.
Customer Service Representative
Morning Glory Medical Services
Houston, TX
06.2018 - 10.2023
- Answer questions from clients regarding Health insurance and eligibility
- Monitored organizational performance metrics to evaluate
- Tracked company inventories and ordered new products to replenish equipment levels
- Maintained open communication channels between all levels of the organization for better coordination of workflows
- Handled customer complaints and inquiries in a courteous and efficient manner
- Maintained a high level of professionalism when dealing with difficult customers
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Responded to telephone inquiries and complaints following standard operating procedures
- Displayed strong organizational skills while managing multiple projects simultaneously
- Assisted customers with product selection by providing detailed information about available products and services.
Customer Service /Sales Representative
Nissan Motors
Lagos, Lagos
02.2015 - 07.2017
- Managed inbound calls from customers, addressed Enquiries, complaints and other requests for assistance
- Analyzed customer feedback data to identify trends and areas of improvement in the customer service department
- Reviewed incoming emails from customers; responded promptly with accurate information
- Maintained up to date knowledge of company products, services pricing structures and promotions
- Followed up with customers to drive satisfaction and gain service feedback
- Achieved monthly sales goals by actively engaging customers in conversations about their needs and interests
- Identified customer needs, offered appropriate solutions and followed up on customer interactions
- Utilized effective communication skills to explain product features, benefits and pricing information
- Provided exceptional customer service by responding to inquiries and resolving customer issues in a timely manner
- Provided feedback on process improvements that would enhance the overall customer experience
- Analyzed market trends to identify potential areas for growth
- Proactively sought out feedback from customers regarding satisfaction with products or services provided
- Collaborated with other departments such as marketing, operations, finance and IT on projects related to improving customer experience.
Education
Bachelor of Science (B.S.) -
Lagos State University
06.2008
High School Diploma -
Mason College
08.2002
Skills
- Computer literacy
- Typing
- Writing skills
- Sales
- Analysis skills
References
References available upon request
Timeline
Customer Care Advocate
New York Life Insurance Co
01.2024 - Current
Customer Service Representative
Morning Glory Medical Services
06.2018 - 10.2023
Customer Service /Sales Representative
Nissan Motors
02.2015 - 07.2017
Bachelor of Science (B.S.) -
Lagos State University
High School Diploma -
Mason College