Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Hope OGUNTOLA

Mansfield,TX

Summary

Organized and detail-oriented Investigator dedicated to improving efficiency, productivity and profitability through continuous process improvement. Analytical thinker skilled at developing innovative solutions to complex problems.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Personal Injury Protection Adjuster

GEICO
02.2025 - Current


  • Coordinated independent medical examinations to verify injury severity when required.
  • Evaluated coverage, liability and damages and investigated suspicious claims.
  • Evaluated policy coverage details to ensure accurate application of benefits and limits in accordance with company
  • Enhanced claim resolution efficiency by thoroughly investigating and evaluating personal injury protection claims.
  • Expedited claim processing by promptly obtaining necessary documentation such as medical records, police reports, and witness statements.
  • Increased customer satisfaction with timely and accurate claim settlements, adhering to company guidelines and state regulations.
  • Managed a diverse caseload of personal injury protection claims while maintaining organization and prioritization skills for optimal productivity.
  • Maintained compliance by staying updated on industry changes, attending training sessions, and applying knowledge to daily work activities.
  • Demonstrated strong attention to detail while reviewing policy coverage information, ensuring accurate application of benefits according to contractual provisions.
  • Answered customer questions regarding deductibles.
  • Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
  • Maintained contact with claimants and attorneys to determine treatment status.

CUSTOMER SERVICE ASSOCIATE /Front Desk Receptionist

HHFK Auto Trading
01.2022 - 01.2024
  • Provided information about products and services available to customers.
  • Demonstrated active listening skills when responding to customer questions and complaints.
  • Assisted customers with returns, exchanges, refunds, and other transactions as needed.
  • Answered phone calls from customers promptly and courteously.
  • Provided accurate quotes for requested products or services.
  • Maintained knowledge of current sales promotions and new product releases.
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
  • Maintained a high level of product knowledge, providing accurate information to customers.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.managed approximately 60-100 incoming calls, emails and faxes per day from customers.

TELEPHONE INTERVIEWER

DSS Research Call Center
02.2017 - 12.2021
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Maintained accurate records of customers' interactions with the company in order to provide better future services.
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Provided guidance and support to junior customer service representatives, including coaching and mentoring.
  • Maintained a comprehensive understanding of company policies, procedures, and guidelines related to telephone interviewing processes.
  • Administered phone interviews to survey participants.
  • Documented records of call information.

Education

Bachelor of Arts - Communications

University of South Africa
Pretoria
08.2012

Skills

  • Policy Interpretation
  • Damage Mitigation
  • Claims Investigations
  • Account Updating
  • Coordination
  • Critical Thinking

Certification

  • Texas All-lines
  • New Mexico Property Adjuster License
  • CT,DE,KY,NC,NH,RI,SC,VT, WY Adjuster Licenses
  • Scrum Master License

Timeline

Personal Injury Protection Adjuster

GEICO
02.2025 - Current

CUSTOMER SERVICE ASSOCIATE /Front Desk Receptionist

HHFK Auto Trading
01.2022 - 01.2024

TELEPHONE INTERVIEWER

DSS Research Call Center
02.2017 - 12.2021

Bachelor of Arts - Communications

University of South Africa

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