Customer Service, Claims Analyst, Team Leader

Team Leader.

I manage 16 employees, 2 of then are SMEs. My role basically involves overseeing the day-to-day teams' operation and performance. I also do daily check-ins with each employee and facilitate weekly team huddles and fortnightly coaching. Part of my role is to do performance evaluation, develop a motivating evaluation program, monitor team performance and report on metrics, discover training needs, handle and resolve escalated cases and complaints and attend client meetings.

Assistant Team Lead.

I assist in the team's daily work by attending to their questions through floor walk, helpdesk and face to face approach. I also handle and resolve escalated cases and complaints, prepare, update and proof read new and existing desktop process procedures (DTPs) and manage workflow and ad-hoc requests and reports.

Claims Officer.

I am responsible for the end to end process of travel claims application, I assess claim documents, analyze loss and determine policy coverage. I process payments and/or make decisions to deny claims. I also do outbound calls to discuss the claim requirements and explain the outcome of the claim.

Subject Matter Expert/Assistant Team Lead

I assist the team lead in overseeing the team's daily operations. I also provide support for the rest of the team by attending to their questions through floor walk, helpdesk and face to face approach. I also handle and resolve escalated cases and complaints, and manage workflow and ad-hoc requests and reports.

Claims Officer.

I am responsible for the end to end process of travel claims application, I assess claim documents, analyze loss and determine policy coverage. I process payments and/or make decisions to deny claims. I also do outbound calls to discuss the claim requirements and explain the outcome of the claim.

Customer Care Representative.

I was responsible for managing frontline customer contacts and undertaking the appropriate action to resolve the customer’s concern (respond to simple queries, transfer call to correct department, triage call to claim handler).

Customer Service Representative.

I provide email support for a well-established email service provider's account holders. Concerns revolve around their accounts online and email security.

Graduated with a degree of Bachelor of Science in Computer Science from AMA Computer University.