Rhema Wambua
Hurst,TX
Summary
Dynamic professional with extensive experience in customer service and claims management. Proven track record in resolving complex issues with empathy and strong problem-solving skills, enhancing customer loyalty. Skilled in documentation and data entry, consistently achieving timely resolutions. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Protect America Home Security
04.2016 - 04.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Claims Manager
Nuevo H2O
01.2012 - 03.2016
- Conducted thorough investigations of complex claims, gathering evidence to support decision-making processes.
- Mentored new hires on company policies/procedures enabling them to become proficient in managing claims quickly.
- Maintained compliance with industry regulations during all stages of the claims process.
- Oversaw day-to-day administrative tasks to maintain information files and process paperwork.
Claims Manager
Satellite Country
08.2009 - 01.2012
- Enhanced customer satisfaction with timely and accurate claims resolutions.
- Implemented quality assurance measures, monitoring staff performance and providing constructive feedback for continuous improvement efforts.
- Negotiated settlements with claimants, achieving fair outcomes while controlling costs.
- Managed a team of adjusters, providing coaching and performance feedback for improved productivity.
Education
Real Estate License - Real Estate
Champions School of Real Estate
Austin, TX02-2019
Skills
- Customer service
- Active listening
- Problem-solving skills
- Data entry
- Call center experience
- Complaint handling
- Client relations
- Professional telephone demeanor
- Scheduling
- Follow-up skills
- Call management
- Documentation
Timeline
Customer Service Representative
Protect America Home Security
04.2016 - 04.2020
Claims Manager
Nuevo H2O
01.2012 - 03.2016
Claims Manager
Satellite Country
08.2009 - 01.2012
Real Estate License - Real Estate
Champions School of Real Estate
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