Ifeoma Onweagba
Katy,TX
Summary
High-performing Customer Service and Sales Specialist with 8+ years of experience in high-volume call centers, omnichannel support, and revenue-generating customer interactions. Proven ability to exceed KPIs including First Call Resolution, Customer Satisfaction, QA scores, and sales conversion. Skilled in identifying customer needs, generating qualified leads, and turning service calls into selling opportunities. Strong communicator with expertise in de-escalation, objection handling, and relationship building. Fully equipped for remote work with a dedicated home office and strong technical proficiency.
Overview
11
11
years of professional experience
Work History
Member Service Representative
UnitedHealthcare
01.2025 - 12.2025
- Facilitated member inquiries regarding benefits, claims, and coverage options.
- Provided accurate information to enhance member understanding of healthcare services.
- Resolved complex issues by collaborating with multiple departments to ensure timely solutions.
- Trained new staff on operational procedures and customer service best practices.
Customer Service Representative
Humana
06.2022 - 02.2025
- Managed 50–70 inbound calls daily, consistently meeting AHT and utilization targets.
- Achieved 92% First Call Resolution, reducing repeat calls and improving workflow efficiency.
- Maintained 95%+ CSAT scores through proactive problem-solving and empathetic communication.
- Collaborated with cross-functional teams to resolve escalations, improving service outcomes by 15%.
- Identified customer needs and recommended solutions, contributing to increased retention and service adoption.
- Supported Medicare and insurance inquiries with accuracy, maintaining 98% QA compliance.
Customer Service Representative
C&J Energy Services
01.2018 - 05.2022
- Handled high-volume customer inquiries and coordinated with sales and management to deliver tailored solutions.
- Improved customer satisfaction by 20% through consistent follow-through and proactive communication.
- Managed vendor communication for backorders and special orders, reducing delays by 15%.
- Compiled customer feedback and recommended process improvements that enhanced service delivery.
- Maintained strong performance in call handling, accuracy, and service quality.
Call Center Representative
Xerox Corporation
03.2016 - 01.2018
- Processed customer account updates with 99% accuracy, ensuring data integrity across systems.
- Exceeded revenue quotas by 10–18% monthly through effective product and service promotion.
- Maintained control of conversations using call scripts, improving productivity and reducing AHT.
- Contributed to maintaining Xerox’s industry-leading customer service ratings.
- Gathered customer insights and recommended improvements that enhanced overall service quality.
Administrative Assistant
Olympia at Willowick
01.2015 - 01.2016
- Managed office operations, multi-line phone systems, and customer interactions with professionalism.
- Created and maintained spreadsheets and databases to track performance and sales metrics.
- Coordinated logistics for meetings and events, improving scheduling efficiency by 30%.
- Supported shipping and courier processes, ensuring timely delivery of materials.
Education
Bachelor of Science (BSC) -
Texas Southern University
Houston, TX01.2014
Skills
- Inbound/Outbound Call Handling
- First Call Resolution (FCR) Improvement
- Customer Satisfaction (CSAT) Optimization
- Lead Generation & Sales Conversion
- Objection Handling & De-escalation
- Billing & Scheduling Support
- CRM & Omnichannel Systems
- Quality Assurance Compliance
- Microsoft Word, Excel, Windows
- High-Volume Productivity & Utilization
- CRM & Call Center Software
- Omnichannel Communication Tools
- Typing Speed: 35 WPM
Additional Qualifications
- Fully equipped remote workspace with high-speed internet
- Flexible availability including weekends and holidays
- Strong punctuality and dependability
- Proven ability to meet productivity and utilization targets
Timeline
Member Service Representative
UnitedHealthcare
01.2025 - 12.2025
Customer Service Representative
Humana
06.2022 - 02.2025
Customer Service Representative
C&J Energy Services
01.2018 - 05.2022
Call Center Representative
Xerox Corporation
03.2016 - 01.2018
Administrative Assistant
Olympia at Willowick
01.2015 - 01.2016
Bachelor of Science (BSC) -
Texas Southern University