Murna Magaji
Dallas,TX
Summary
Experienced support team member with an earnest and upbeat nature. Detail-oriented and organized multitasker with good communication strengths and demonstrated talent for handling dynamic and demanding needs.
Overview
17
17
years of professional experience
Work History
Support Specialist
Prolucent Health
Dallas, TX
06.2022 - Current
- Document customer inquiries and resolutions in a ticketing system.
- Analyze computer issues, identify root causes, and implement solutions.
- Assist in the development of user training materials and FAQ documents.
- Monitor server performance using various diagnostic tools.
- Identify and resolve issues to maintain connectivity and minimize downtime.
Support Center Lead
VPay
Plano, TX
01.2020 - 06.2022
- I restructured the insurance claim program, which improved client experiences by providing a faster, easier, and more efficient payment process
- I was responsible for identifying cost-effective solutions to claims that meet customer requirements
- Assisted customers with technical inquiries and troubleshooting via phone, email, and chat.
- Created detailed documentation for each case including notes on the issue, resolution steps taken, and follow-up actions required.
Account Manager
Westlake Financial Services
Dallas, TX
12.2019 - 01.2020
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Developed strategies to increase revenue from existing accounts.
- Managed multiple accounts simultaneously while meeting deadlines.
- Resolved customer complaints in a timely manner.
- Maintained accurate records of all customer interactions in the CRM system.
Insurance Claims Specialist
United States Automobile Association
San Antonio, TX
03.2012 - 12.2014
- Supported efficient handling of complex claims and followed up on open, denied or suspended claims to complete required line items
- Responsible for identifying validity of insurance claims and subsequent communication to customers
- Analyzed insurance organizational structures, business and intermediaries; studied basic documents, including common clauses, policies and insurance contracts.
- Analyzed claim records, policy provisions, and other relevant documents to determine validity of claims.
- Inspected property damage for assessment of repair costs.
Sales Consultant
West Corporation
San Antonio, TX
02.2012 - 09.2014
- Developed and maintained relationships with clients to increase sales revenue.
- Assisted in developing sales strategies and setting targets for different accounts.
- Advised customers on best practices when using company products or services.
- Worked with fellow sales team members to achieve group targets.
- Increased revenue by skillfully upselling and closing customer sales and driving product benefits around client needs.
Customer Service Lead
Citi Bank Corporate
San Antonio, USA
01.2010 - 12.2012
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge in the credit card department
- Reviewed account and service histories to identify trends and issues
- Implemented company processes to effectively resolve customer service issues.
- Handled customer inquiries and complaints in a professional manner.
- Set up and activated customer accounts.
Customer Service Representative
First National Bank of Omaha
San Antonio, USA
03.2007 - 12.2009
- Provided splendid customer service in a friendly and courteous manner
- Implemented mechanisms for timely response to customer requests on account status and balances
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered customer inquiries and provided accurate information regarding products and services.
Education
Bachelor of Business Administration in Marketing -
University of Texas San Antonio
06.2012
Skills
- Helpdesk operations
- Remote Support
- Technical background
- Troubleshooting and diagnostics
- Application support
- Security Protocols
- Training and coaching
- Support Services
Timeline
Support Specialist
Prolucent Health
06.2022 - Current
Support Center Lead
VPay
01.2020 - 06.2022
Account Manager
Westlake Financial Services
12.2019 - 01.2020
Insurance Claims Specialist
United States Automobile Association
03.2012 - 12.2014
Sales Consultant
West Corporation
02.2012 - 09.2014
Customer Service Lead
Citi Bank Corporate
01.2010 - 12.2012
Customer Service Representative
First National Bank of Omaha
03.2007 - 12.2009
Bachelor of Business Administration in Marketing -
University of Texas San Antonio
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