Proficient in Microsoft office, Avaya, citrix, AWD, cyblerlife / mainframe
Deborah Ofori
Dade City,FL
Summary
Highly motivated and detail-oriented professional with extensive experience in delivering exceptional customer service within a contact center environment. Skilled in handling inbound and outbound communications across various channels, identifying member needs, and providing comprehensive solutions related to insurance products and services. Proficient in navigating multiple systems, maintaining compliance with regulatory standards, and prioritizing tasks to ensure efficiency and member satisfaction. Skilled in regulatory compliance and problem-solving, I excel in fostering collaboration and communication. My mentorship significantly improved QA processes, showcasing a blend of technical proficiency and interpersonal skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
Tata Consultancy Services
11.2023 - 11.2024
- Mentored and coached new hires on QA topics and strategies for call center.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Maintained comprehensive knowledge of relevant company regulations and standards, ensuring compliance throughout the QA process.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Conducted training sessions and mock calls for new hire for call center, enhancing their skills and knowledge of the company’s best practices.
Customer Care Representative (call Center)
Tata Consultancy Services
03.2022 - 11.2023
- Handled high volumes of inbound and outbound phone calls, emails, and other member contacts with professionalism and efficiency.
- Applied developing knowledge of personal lines insurance to assist members with foundational to moderately complex tasks, including loan and withdrawal quotes, policy updates, billing inquiries, underwriting support, and premium changes.
- Accurately identified and evaluated member needs to deliver complete, precise advice and tailored solutions for insurance products and services.
- Diagnosed detailed issues while minimizing member transfers, escalations, and callbacks to enhance the overall customer experience.
- Operated efficiently in a fast-paced contact center environment, leveraging multiple systems and programs simultaneously to maintain engaging and effective member interactions.
- Provided exceptional customer service by clearly and professionally communicating via phone and email to process information and address concerns related to insurance products.
- Prioritized tasks effectively and adapted to dynamic workloads while navigating through various business applications.
- Ensured compliance with all insurance regulatory requirements and company policies to maintain operational integrity.
Human Resources Assistant
Johnson Controls
08.2020 - 03.2022
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Answered and redirected incoming phone calls for office.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Organized new employee orientation schedules for new hires.
- Monitored and analyzed employee satisfaction survey results.
Customer Service Representative
Walmart
08.2018 - 08.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Multitasked by stocking up shelves on the sales floor when needed.
Education
Associate of Arts - Business Administration And Management
St. Petersburg College
Clearwater, FL05-2024
High School Diploma -
Methodist Girls' High School
Mamfé, Ghana06-2015
Skills
- Inbound & Outbound Communication
- Customer Service Excellence
- Insurance Products & Services Knowledge
- Regulatory & Compliance Awareness
- Multi-System Navigation & Operations
- Problem-Solving & Critical Thinking
- Task Prioritization & Multitasking
- Professional Written & Verbal Communication
- Quality processes
- Collaboration and communication
- Call center experience
- Call logging
Certification
Diversity, Equity and Inclusion- certificate
Business Ethics in TCS - certificate
Privacy & confidential documents - certificate
Building Rapport with Customers, LinkedIn Learning- April 19, 2022
Training Program - Customer Service Excellence Training – 2022
Software
Timeline
Quality Assurance Analyst
Tata Consultancy Services
11.2023 - 11.2024
Customer Care Representative (call Center)
Tata Consultancy Services
03.2022 - 11.2023
Human Resources Assistant
Johnson Controls
08.2020 - 03.2022
Customer Service Representative
Walmart
08.2018 - 08.2020
Associate of Arts - Business Administration And Management
St. Petersburg College
High School Diploma -
Methodist Girls' High School