NNEKA OKUZOR
Grand Prairie,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. Closely examine documentation and property to identify damage, estimate costs and maintain liability limitations. Keen to balance company and customer interest with fair and equitable policies.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Healthcare Customer Service Representative
UTSW Medical Center
11.2021 - Current
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Identified, analyzed and researched systemic issues and made recommendations for resolution.
- Maintained designated portfolio of customer accounts by contacting customers behind on payment obligations.
- Supported accounts receivable operations within assigned functions.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Claims Representative
Brookdale Assisted Living
02.2019 - 07.2021
- Interviewed policyholders to verify information and obtain additional details.
- Examined reports, accounts and evidence to determine integrity and accuracy of information.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Evaluated accuracy and quality of data entered into agency management system.
- Proposed settlements for uncomplicated issues to resolve claims.
- Oversaw claim recoveries, subrogation and salvage.
- Verified client information by analyzing existing evidence on file.
- Prepared insurance claim forms or related documents and reviewed for completeness.
Senior Customer Service Representative
Texas Health Arlington Memorial Hospital
01.2012 - 01.2019
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Processed, scheduled and executed customer orders for new and established customers.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
Education
Associate of Applied Science - Social Sciences
Tarrant County College District
Arlington, TX05.2018
Bachelor of Arts - Business Administration
Imo State University
Nigeria12.2008
Skills
- Legal Documentation
- Efficient and Detail-Oriented
- Patient Engagement
- Building Customer Trust and Loyalty
- Caring and Empathetic
- Documentation skills
- Dependable and reliable
- Call Documentation
- Evaluating Quality of Care
- Settlement Negotiation
- Resolving Problems
- Microsoft word office
Certification
Texas Adjuster Licence
Timeline
Healthcare Customer Service Representative
UTSW Medical Center
11.2021 - Current
Customer Claims Representative
Brookdale Assisted Living
02.2019 - 07.2021
Senior Customer Service Representative
Texas Health Arlington Memorial Hospital
01.2012 - 01.2019
Associate of Applied Science - Social Sciences
Tarrant County College District
Bachelor of Arts - Business Administration
Imo State University
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