Wiltrice Okorodudu
Mckinney
Summary
Dedicated and compassionate Care Support Phone Specialist with a passion for providing exceptional care and support to individuals in need. Seeking an opportunity to leverage my strong communication, active listening, and problem-solving skills to make a positive impact on the lives of those I serve. I aim to contribute to a collaborative and empathetic team, ensuring the highest level of care and support for clients while continuously improving my skills and knowledge in the field.
Overview
20
20
years of professional experience
Work History
Technical Support Night
Concentrix
02.2023 - Current
- Provided technical support to customers via phone, email, chat, and in-person interactions, delivering accurate and efficient solutions.
- Diagnosed and troubleshooted software and hardware issues across various Apple products, including iPhones, MacBooks, iPads, and more.
- Assisted customers with setting up and configuring devices, software applications, and online accounts.
- Collaborated with fellow advisors and technical teams to resolve complex technical issues promptly.
- Educated customers on the features, functionalities, and best practices of Apple products.
- Identified trends and patterns in customer inquiries and provided feedback to improve product design and user experience.
Appeals Analyst
Cigna Healthcare
10.2019 - 05.2023
- Reviewed and evaluated medical appeals, disputes, and claims to determine validity, compliance, and accuracy.
- Prepared comprehensive appeal packages, including medical records, documentation, and supporting evidence.
- Assisted in training and educating internal staff on appeal procedures, regulations, and documentation requirements.
- Researched and interpreted healthcare regulations, policies, and coding guidelines to ensure adherence to industry standards.
- Maintained accurate records of appeals, decisions, and relevant correspondence.
Automotive Case Manager
Toyota Headquarters
03.2016 - 11.2018
- Utilized excellent communication skills, both verbal and written, for effective customer service.
- Demonstrated exceptional problem-solving skills for effective customer interactions.
- Managed multiple cases simultaneously using strong organizational skills.
- Maintained a customer-focused attitude with a commitment to delivering quality service.
- Collaborated effectively with service technicians and team members.
Account Manager
YP Holdings Advertising
08.2014 - 10.2015
- Served as the main point of contact for assigned clients, understanding their business goals, challenges, and advertising needs.
- Collaborated with clients to develop comprehensive advertising strategies that aligned with their objectives and target audience.
- Presented campaign proposals and strategies to clients, incorporating their feedback, and ensuring alignment.
- Monitored campaign performance and metrics, analysing results to provide actionable insights and optimization recommendations.
- Prepared reports and presentations summarizing campaign performance and recommendations for improvement.
Sales Consultant
AT&T
08.2005 - 11.2011
- Demonstrated a proven track record of exceeding sales targets and quotas.
- Utilized strong interpersonal and communication skills, both written and verbal.
- Presented persuasively and confidently during client interactions.
- Proficient in using CRM software and sales tools.
Education
Business Administration -
Lawson State College
12.2025
Skills
- Metrics Tracking
- Tech Experienced
- Empathetic
- Problem Solving
- Proficient in fast-paced environment
- Quality Assurance
- Efficiency
- Call Handling
- Response Time
- Escalation
- Customer Satisfaction
- Support
- Team Collaboration
- Resolution
- Communication
Timeline
Technical Support Night
Concentrix
02.2023 - Current
Appeals Analyst
Cigna Healthcare
10.2019 - 05.2023
Automotive Case Manager
Toyota Headquarters
03.2016 - 11.2018
Account Manager
YP Holdings Advertising
08.2014 - 10.2015
Sales Consultant
AT&T
08.2005 - 11.2011
Business Administration -
Lawson State College
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