Summary
Overview
Work History
Education
Skills
Timeline
Generic

Phoebe Amponsah

Dallas,TX

Summary

Dynamic operations professional with over 5 years of experience leading teams in high-volume environments focused on customer service and satisfaction. Proven expertise in supervising personnel, managing resources, and optimizing workflows to enhance efficiency and ensure compliance with industry standards. Highly skilled in training staff, coordinating logistics, and effectively resolving escalations to maintain seamless daily operations. Committed to driving operational excellence and fostering a culture of continuous improvement within teams.

Overview

10
10
years of professional experience

Work History

Operations & Claims Supervisor

Pilot Catastrophe Services
01.2022 - Current
  • Monitored performance metrics regularly, identifying areas for improvement and implementing corrective measures accordingly.
  • Assisted in the recruitment and selection of new claims adjusters, ensuring they possessed the necessary skills and expertise to excel in their roles.
  • Managed a diverse caseload, prioritizing tasks effectively to meet strict deadlines and maintain quality standards.
  • Supervised staff processing 100+ cases daily, ensuring accuracy and compliance.
  • Improved workflow efficiency by 15% through process optimization.
  • Trained and coached employees on policies, systems, and performance standards.

Customer Advocate II

Health Care Service Corporation
01.2019 - 01.2021
  • Managed complex escalations and compliance-sensitive cases with grace and professionalism, consistently meeting first-call resolution metrics.
  • Collaborated across departments to eliminate bottlenecks and improve turnaround times by 20%.
  • Delivered training and feedback to junior staff, reinforcing operational consistency.
  • Collaborated with team members to ensure consistent high-quality service delivery across the organization.
  • Implemented a proactive approach in anticipating potential problems, preventing escalations and negative feedback from customers.

Auto & Property Claims Adjuster

Independent Adjuster
01.2017 - 01.2019
  • Exercised proper judgment and decision making to analyze over 100+ claims per week.
  • Enhanced customer satisfaction with prompt communication and consistent follow-up on claim status updates.
  • Managed high caseloads effectively by prioritizing tasks based on complexity and urgency of claims.
  • Collaborated with contractors to verify repair estimates, ensuring fair settlements for both policyholders and company.
  • Advised others on legal and regulatory compliance matters and also interacted with witnesses and claimants.

Customer Service Associate

Kohl’s
Denton, Texas
01.2016 - 01.2017
  • Supported retail operations including payments, returns, and inventory adjustments.
  • Trained new employees to follow procedures and uphold service standards.

Education

B.S. - Integrative Studies (Biology, Health, Management)

University of North Texas
Denton, TX
01.2019

Skills

  • Team Leadership & Training
  • Performance monitoring
  • Safety & Compliance (OSHA Standards)
  • Logistics & Cross Team Coordination
  • Process Improvement
  • Customer & Vendor Relations
  • Attention to detail
  • Microsoft Excel (Pivot Tables, VLOOKUP)

Timeline

Operations & Claims Supervisor

Pilot Catastrophe Services
01.2022 - Current

Customer Advocate II

Health Care Service Corporation
01.2019 - 01.2021

Auto & Property Claims Adjuster

Independent Adjuster
01.2017 - 01.2019

Customer Service Associate

Kohl’s
01.2016 - 01.2017

B.S. - Integrative Studies (Biology, Health, Management)

University of North Texas

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