Tsholofelo Oguntola
Mansfield,TX
Summary
Motivated customer service professional dedicated to ensuring customer satisfaction and driving company success. Proven track record of effectively managing high volumes of inbound calls and maintaining strong relationships with customers. Skilled in utilizing CRM systems and possessing exceptional active listening and multitasking abilities. Committed to delivering top-notch service and resolving customer inquiries efficiently.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Bodily Injury Claims Adjuster
Amazon.Inc
09.2023 - 09.2024
- Participated in ongoing training programs to stay up-to-date on industry trends, regulatory changes, and best practices for bodily injury claims handling.
- Negotiated terms and handled settlements and adjustments with attorneys, claimants and co-defenders.
- Interviewed relevant parties to determine claim denial or settlement.
- Coordinated independent medical examinations to verify injury severity when required.
- Improved claim resolution times by efficiently managing a caseload of 80-100 bodily injury claims.
- Evaluated coverage, liability and damages and investigated suspicious claims.
- Evaluated policy coverage details to ensure accurate application of benefits and limits in accordance with company guidelines.
- Monitored expenses of pending claims to comply with company expenditure guidelines and budgets.
- Examined forms to determine insurance coverage.
- Prepared and presented complex cases to management, in-house legal team and Claims Committee.
- Maximized subrogation recoveries by thoroughly reviewing accident facts and aggressively pursuing responsible parties when appropriate.
- Assisted colleagues in resolving complex coverage issues or difficult negotiations, fostering a supportive work environment that promoted teamwork and knowledgesharing.
CUSTOMER SERVICE ASSOCIATE /Front Desk Receptionist
HHFK Auto Trading
01.2022 - 09.2023
- Provided information about products and services available to customers
- Demonstrated active listening skills when responding to customer questions and complaints
- Assisted customers with returns, exchanges, refunds, and other transactions as needed
- Answered phone calls from customers promptly and courteously
- Provided accurate quotes for requested products or services
- Maintained knowledge of current sales promotions and new product releases
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.anaged approximately 60-100 incoming calls, emails and faxes per day from customers.'
TELEPHONE INTERVIEWER
DSS Research Call Center
02.2019 - 12.2021
- Answered customer inquiries and provided accurate information regarding products and services
- Provided excellent customer service to resolve customer complaints in a timely manner
- Resolved complex problems by working with other departments to provide solutions that meet customer needs
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Maintained accurate records of customers' interactions with the company in order to provide better future services
- Supervised and trained customer service staff to ensure excellent customer service delivery
- Provided guidance and support to junior customer service representatives, including coaching and mentoring
- Maintained a comprehensive understanding of company policies, procedures, and guidelines related to telephone interviewing processes.
- Administered phone interviews to survey participants.
- Documented records of call information.
Data Entry Clerk
CVS Pharmacy Health
07.2018 - 01.2019
- Followed established procedures to enter and process data correctly.
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Verified accuracy of data entered into system to produce error-free reports.
- Sorted documents and maintained organized filing process.
- Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
- Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
- Created and maintained data entry logs to track data entry activities.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Improved database integrity by regularly updating records to ensure relevancy and accuracy of information.
- 'Managed approximately 30 to 60 incoming calls, emails and faxes per day from customers.'
Education
Bachelor of Arts - Communications
University of South Africa
Pretoria08.2012
Skills
- Policy Interpretation
- Damage Mitigation
- Claims Investigations
- Account Updating
- Coordination
- Critical Thinking
Certification
- Texas All-lines
- State Farm Property License, 06/20/27
- Certified Service Now Administrator
Timeline
Bodily Injury Claims Adjuster
Amazon.Inc
09.2023 - 09.2024
CUSTOMER SERVICE ASSOCIATE /Front Desk Receptionist
HHFK Auto Trading
01.2022 - 09.2023
TELEPHONE INTERVIEWER
DSS Research Call Center
02.2019 - 12.2021
Data Entry Clerk
CVS Pharmacy Health
07.2018 - 01.2019
- Texas All-lines
- State Farm Property License, 06/20/27
- Certified Service Now Administrator
Bachelor of Arts - Communications
University of South Africa
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