PAMELA BENSON
Summary
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
Nigeria07-2006
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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<ul><li>Generating leads and convert them into valuable customers</li><li>Identify customer needs and recommend solutions that fit customer requirements the best</li><li>Help in completing the procedure necessary for processing the purchase of the policy Keep in touch with customers to ensure that their policy service requests are managed properly</li><li>Making the customer aware of all the product information and the benefits which the company offers</li></ul> at ICICI PRUDENTIAL LIFE INSURANCE<ul><li>Generating leads and convert them into valuable customers</li><li>Identify customer needs and recommend solutions that fit customer requirements the best</li><li>Help in completing the procedure necessary for processing the purchase of the policy Keep in touch with customers to ensure that their policy service requests are managed properly</li><li>Making the customer aware of all the product information and the benefits which the company offers</li></ul> at ICICI PRUDENTIAL LIFE INSURANCE