Nikiba Ibekwe
Snellville,GA
Summary
Dynamic customer support professional with extensive experience at Maximus, excelling in complaint resolution and appeals processing. Proven ability to manage high call volumes while maintaining customer satisfaction. Skilled in data entry and virtual assistance, leveraging critical thinking to deliver effective solutions and enhance team collaboration.
Overview
9
9
years of professional experience
Work History
Customer Support Specialists (Remote)
Sornova
04.2024 - Current
- Assist customers with healthcare applications. Assist customers with setting up payment plans. Serve customers via phone, fax, mail and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintain client database, and customer profiles. Maintain a high inbound call answer rate. (75-80 calls a day avg).
- Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems. Appeals and denials.
Chat Support Specialists (Remote)
Entrata
01.2022 - 04.2024
- Provide client support through chat. Addressing and resolving customer complaints and provided customers with accurate information regarding accounts and services. Escalate complex problems to appropriate department. Record and document customer interactions and transactions, including details of inquiries, complaints, comments and actions taken. Meet chat quota and quality standards set by organization. Protect customers’ information in accordance with privacy policies and procedures.
Customer Service Representative (Remote)
HESC
08.2020 - 01.2022
- Be able to consistently respond to incoming borrower calls, emails and/or chats as well as make outbound calls in a friendly and professional manner. Be able to counsel and inform borrowers of their repayment options, deferments, and forbearance eligibility, take payments and update the borrower's account in an efficient manner. Be able to become proficient in locating needed information and minimizing the time borrowers would be put on hold. Helped large volume of customers every day with a positive attitude and focus on customer satisfaction. Appeals and Denials
Customer Service Manager
Maximus
07.2016 - 08.2020
- Responsible for leading customer support teams, handling escalations, and ensuring customer satisfaction. Provide knowledgeable responses to telephone inquiries in a courteous and professional manner; utilizing per-scripted responses which they must read verbatim to provide basic general and claims specific information. Follow established and documented policies and standard operating procedures such as filling out time sheets, adhering to privacy rules and responding to numerous phone inquiries. Utilize standard technology such as telephones, e-mail; and web browser to perform job duties. Be ready and available to take both Medicare and Marketplace calls; as business needs dictate; on short notice. Appeals and Denials. Handling Escalation calls.
Education
Associate of Applied Science - Science
Georgia Piedmont Technial College
Clarkston, GA06.2025
High School Diploma -
Westlake High School
Atlanta, GA12.2013
Skills
- Data entry and management
- Call volume analysis
- Critical thinking skills
- Complaint resolution
- Virtual assistance
- Appeals and denials processing
- Technical proficiency
- Revenue cycle management
- Chat and email communication
- Team collaboration
- Customer service excellence
INTERESTS
An environment where I can leverage my adaptability and quick thinking to meet customers’ needs
COMMUNICATION
Active listening, verbal communication, collaboration & team communication, conflict resolution.
LEADERSHIP
Successfully led a team to exceed sales goals while maintaining excellent customer satisfaction scores.
Timeline
Customer Support Specialists (Remote)
Sornova
04.2024 - Current
Chat Support Specialists (Remote)
Entrata
01.2022 - 04.2024
Customer Service Representative (Remote)
HESC
08.2020 - 01.2022
Customer Service Manager
Maximus
07.2016 - 08.2020
Associate of Applied Science - Science
Georgia Piedmont Technial College
High School Diploma -
Westlake High School