Ebi Alabo

Passionate and personable rep with over 7 years' experience. I'm very flexible and a diligent asset to the companies I invest in, and I would welcome the opportunity to demonstrate my soft skills and increase customer service satisfaction while providing you with a knowledgeable, professional, and experienced employee. Core competencies include research and interpersonal skills, as well as oral and written communication, developed through both academic and industry experiences.

Sharp analytical, critical-thinking, and decision-making abilities, with a passion for working both collaboratively and independently. Excellent reputation for resolving problems and improving customer service.

PROJECT COORDINATOR - JerseySTEM

(2024-04)

• Received incoming inquiries and service requests from patients via phone and responded with accurate and timely information, utilizing the highest customer service and quality standards.
• Utilize multiple communication channels (phone, email, chat) to deliver timely, accurate, and personalized support.
• Effectively handle routine complaints, ensuring high levels of customer satisfaction.
• Maintain a deep understanding of company policies and procedures to provide clear and consistent responses.
• Mitigate and prevent complaints from escalating by providing effective solutions during the initial contact, resolving 90% of issues on the first call.
• Resolve basic problems by assessing member or provider needs, understanding the root cause, and determining when issues require escalation to other departments.
• Maintain performance and quality standards by consistently meeting established contact center metrics, including response time and issue resolution.
• Document all member and provider interactions for quality and performance tracking using Customer Relationship Management (CRM) systems.
• Adhere to all local/state/federal regulations, codes, policies, and procedures to ensure the privacy and safety of employee and patient information.

PROJECT MANAGER - NTTA DATA

(2022-07 - 2024-04)

• Utilized client and/or company-provided computer systems to perform accurate and timely data entry and submit applications.
• Verified all annuity applications and contacted the advisor for items that are not in good order for processing the policy.
• Effectively used all applications and reporting mechanisms to process, analyze, and resolve issues through problem-solving with other agency departments and third-party administrators.
• Conducted follow-up calls and/or sent follow-up secure emails to advisors/customers, as appropriate, to provide solutions to issues or benefit inquiries.
• Contributed to process improvements, resulting in a 15% reduction in escalated complaints and a 20% improvement in response time.

Business Analyst – IT Transformation & Data Migration - PepsiCo - Houston, TX

(2020-10 - 2021-04)

• Activated Health Reimbursement accounts and contacted the client to confirm eligibility to enroll through the Company.
• Analyzed Reimbursement status, troubleshot denied claims, and sent escalations to the appropriate teams.
• Followed scripts and designated sales processes to complete sales in a compliant and effective manner.
• Collaborated with the Business System Owner, Sales Force, Customer Solution Specialists, Marketing Analytics, and Business Insights teams to gain insights to inform future system enhancements.
• Improved client retention by 20% through partner negotiation, the introduction of a strategic and creative approach during the hard excess marketplace to fill up insurance towers.
• Maintained company manuals, reports, computer systems, records, brochures, computers, and other equipment assigned to the position.

Customer Service Representative - Willis Towers Watson - TX

(2018-03 - 2020-09)

• Placed Outbound calls to Retirees and used a consultative approach with active listening and problem-solving skills to assist Post 65+ retirees from Fortune 500 Companies transitioning from group coverage to individual coverage.
• Scheduled Appointments for participants to speak to a licensed benefits advisor to discuss Medicare Advantage Plan, Vision, and dental Coverage.
• Adhered to privacy and confidential and proprietary company policies and procedures (i.e., PHI/HIPAA).
• Asked appropriate questions and listened actively to identify specific questions or issues while documenting required information in computer systems.
• Contacted health services on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed.
• Assisted customers in navigating Via benefits websites while encouraging and reassuring them to become self-sufficient in using our tools.
• Researched complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues.

Logistics Coordinator - US Proxy Logistics - Arlington, TX

(2016-08 - 2018-03)

• Worked with vendors to schedule deliveries.
• Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints concerning work orders, invoices and shipments.
• Coordinated shipping requests for expedited delivery and documented accurately to ensure correct billing.
• Maintained damaged goods records, back-order logs, and any applicable regulatory reporting.
• Processed and entered all customer orders into database and provided proactive customer service for all accounts.
• Maintained department procedures manual detailing processing requirements for each individual account.
• Tracked orders and notified customers of status or potential delays; reported customer feedback to management.
• Planned and supervised shipments from production to end-user, scheduled weekly roaster.

BSc - Agricultural Economics and Extension - RIVERS STATE UNIVERSITY