Augusta Ihejirika

Results-oriented, passionate Customer Service Specialist with 6 years of experience providing exceptional customer support and building strong customer relationships. Able to resolve complex situations professionally and with empathy to maintain high levels of client satisfaction. Adept in managing high-volume inquiries, providing information about products and services, and consistently exceeding performance targets.

Proficient with CRM tools, ensuring streamlined workflow and contributing to the team's success in fast-paced environments. Known for strong communication skills, attention to detail, and dedication to the overall customer experience.

• Handle client appeals for denied claims, ensuring follow-ups for reconsideration or scheduling hearings with a judge while meeting daily performance targets.
• Assist clients with online applications, provide requested product and service information, and document medical updates.
• Obtain claim statuses, coordinate follow-up schedules, and schedule callbacks at clients' preferred times.
• Respond to client concerns with empathy, clearly explain the situation, and offer alternative solutions to maintain trust.
• Log all calls, update CRM records, validate doctor and hospital information, and ensure data accuracy.
• Facilitate daily/weekly reporting, participate in huddles and refresher courses, and provide administrative support to the team.
• Identify call trends, report management insights, and escalate unresolved issues promptly to supervisors.

B.Sc Economics, Enugu State University of Science and Technology.