Dedicated and Result-Oriented customer service professional with a proven track record of delivering exceptional service focusing on empathy & problem solving via excellent communication skills.
Overview
17
17
years of professional experience
Work History
Benefits Customer Service Advocate
Bswift LLC
100% Remote
12.2023 - Current
Manage customer database using CRM systems like Salesforce.
Receive an average of 30 to 40 inbound calls daily, and conduct outbound calls,
liaising with insurance carriers and vendors to resolve billing errors and eligibility
discrepancies.
Process benefits enrollment during annual open enrollment periods quickly and
accurately for these clients: CVS Health, Caterpillar, AIG, Carmax, The Home
Depot, LHC Group & Keurig Dr Pepper.
Support HR & Accounts team with benefits administration tasks, ensuring
accuracy and compliance with company policies.
Efficiently manage high call volumes while maintaining a professional demeanor
under pressure by efficiently resolving benefits-related inquiries and concerns.
Assist customers with inquiries regarding their benefits coverage and eligibility,
providing accurate information.
Review documents submitted by customers for compliance with applicable
regulations or standards.
Assist customers with navigating online portals for benefit enrollment processes
Customer Service Officer
Diamond Bank Plc
Lagos, Nigeria
04.2012 - 12.2023
Received inbound calls and resolved customer complaints in a timely manner,
while ensuring customer satisfaction.
Performed follow-up outbound calls to ensure customer satisfaction with product
and service delivery.
Asked probing questions to determine service needs and accurately input
information into electronic systems
Customer Service Officer
Skye Bank Plc
Lagos, Nigeria
10.2007 - 01.2012
Handled customer complaints and disputes in a professional manner.
Followed up on customer inquiries to ensure resolution and customer satisfaction.
Answered customer inquiries via telephone, email and face-to-face contact.
Education
Bachelor of Science - Mass Communication
Covenant University
Nigeria
07-2006
Skills
Proficient in MS Office & CRM systems
Excellent Communication skills
Empathy
Active Listening
Call Center Etiquette
Pay attention to details
Complaint Resolution
Follow-up skills
Problem solving
Multitasking
Timeline
Benefits Customer Service Advocate
Bswift LLC
12.2023 - Current
Customer Service Officer
Diamond Bank Plc
04.2012 - 12.2023
Customer Service Officer
Skye Bank Plc
10.2007 - 01.2012
Bachelor of Science - Mass Communication
Covenant University
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