Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Training
Accomplishments
Timeline
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Abimbola Oluwafumilayo Atolagbe

Edmonton,AB

Summary

Motivated and customer-focused professional with extensive experience as a Customer Service Representative in the insurance industry. Proven ability to deliver exceptional service, support claims processes, and assist clients with empathy and efficiency. Eager to leverage communication skills, problem-solving abilities, and an understanding of Accident Benefits to contribute to a dynamic team.

Overview

9
9
years of professional experience

Work History

Customer Service Representative)

04.2023 - 12.2023
  • Handling high volume of incoming customer calls, Some to open new claims while others are to follow-up on claims
  • Verification, correction and update on various claims
  • Contribute to team productivity objectives by maintaining a positive file count and open/close ratio
  • Investigating and resolving Insureds complaints or issues
  • Providing appropriate solutions and alternatives
  • Maintaining accurate and detailed summary of Insured's concerns and how I help de-escalate the concerns
  • Adhering to company policies and procedures while delivering services to our Insureds
  • Collaborating with other departments and business partners like rental companies, Body shops e.t.c to address Insureds concerns and provide excellent service
  • Maintaining a professional and positive attitude with all Insureds throughout the calls
  • Follow up with body shops on repair status and to send in FRI
  • Projects Completed at Intact Insurance
  • Made outbound calls to repair shops, sent appraisal assignments, followed up on repair bookings and status of repairs and invoices, confirmed approved estimates in Audatex, re-confirmed deductibles, IAA location of towed vehicles, and left appropriate comments as required
  • Gather, organize and verify required information and documentation from all available sources to ensure a thorough and complete compilation of facts to resolve claims
  • Assisted to follow up with clients on the next activities as per action points on file including taking statements, responding to inquiries, setting up activities for adjuster follow up, booked rentals, confirming receipts of signed required document, sending reminders and notifications via text messages and emails as appropriate
  • Updating file with information obtained, completed activities in contact claims and moved claim to next appropriate steps
  • Arrange towing, set up appraisals and outline to the customer the extent of their coverage under the terms of their policy
  • Following up on payments and reimbursement and completed other administrative tasks as unique to each file
  • Reviewed files and actioned claim as appropriate to assist in moving claim to next steps such as taking statements using FNOL PowerApps, running aim, choosing body shops and sending appraisal assignment and rental assignments
  • Reconcile estimates from new and preferred vendors to ensure appropriate settlements are reached for damages sustained to a customer's vehicle
  • Contribute to team productivity objectively
  • Made outbound calls to customers for follow up and to provide relevant information, sent text messages and emails regarding the claim where necessary and helped in answering questions and addressed customer concerns
  • Collaboration with external vendors such as Enterprise and repair shops
  • Assisted in completing activities on the file including checking the notes and Audatex and completing estimates, repair booking, appraisal booking, following up on estimate and appointment in Progysync, confirming expected delivery date of parts, expected competition of repairs, and noting file and updating the Insureds and body shops with relevant information
  • Left activities on the file for Adjusters to confirm repair satisfaction and final repair follow up/survey
  • Gathering information and notifying concerned parties to ensure that all stakeholders are kept abreast on progress of the claim
  • Maintained a list of activities actioned in Contact Claims for the day and sent to UCM to track my activities
  • Department: -Auto Claim's Department
  • Responsibilities/Duties include:
  • Customer Interaction:
  • Issue Resolution:
  • Documentation:
  • Policy Adherence:
  • Team Collaboration:
  • Professionalism:
  • Update:
  • Auto Off Queue /Strike Team Support:

Customer Service Representative)

01.2023 - 04.2023
  • Attending to customers via phone using software in assisting them with locating prior years of returns
  • Troubleshooting and providing guidance and support for TurboTax customers
  • Demonstrate empathy by been attentive to customers and giving them confidence to use the product
  • Helping customers with their tax returns by answering all their questions and review their tax before filing
  • Doing follow-up or call back for customers that require services but can't stay on the queue
  • Detailed documentation of every call that was attended to using STAR method

Senior Marketing Consultant)

11.2022 - 04.2023
  • Reaching out to customers through outbound calling
  • Getting Sales and promotions of "Telus products
  • Running workshops for Junior Marketing Consultant
  • Negotiating with customers on price and appropriate products
  • Achieving sales targets within stipulated time
  • Continuously working with my team to actualize the Organization's targets/goals
  • Tracking sales and sales reports weekly
  • Preparing comprehensive reports of work/activities done during the week

CUSTOMER CARE ADVISOR

03.2015 - 10.2022
  • Handled general inquiries, complaints and requests from different customers and resolved customer service issues
  • Coordinated and maintained an efficient and effective record system for the company in accordance with the Record Management guidelines
  • Handled appointment scheduling and service request for client
  • Developed effective questioning skills and gathering customer information accurately and comprehensively, this includes asking probing questions and active listening to ensure efficient call handling and resolution CUSTOMER CARE ADVISOR

Accident benefits Project support

INTACT INSURANCE
01.2024
  • Provided Exceptional customer service to policy holders, addressing Inquiries and resolving issues related to accident benefits
  • Acted as the primary point of contact for clients, guiding them through the claims process and explaining coverage details clearly
  • Maintained a detailed record of all customer interactions in the CRM system, ensuring data accuracy and confidentiality
  • Communicating with policy holders, stakeholders and vendors through phone calls, Emails, Text
  • Making payment to cover for treatment or equipment's to facilitate their recovery

Education

Bachelor of Science - Sociology

Olabisi Onabanjo University
01.2007

Skills

  • Active listener with impressive interpersonal and critical thinking skills
  • Experienced with Microsoft Office (Word, Outlook, PowerPoint, Excel)
  • Effective time management skills and ability to meet deadlines Adaptable, resourceful, flexible and possess a high degree of initiative
  • Ability to work independently and efficiently with minimal supervision
  • Analytically skilled in critical thinking, problem solving, decision maker and pays attention to details
  • Highly developed customer service and interpersonal skills with the ability to communicate effectively both verbally and in writing
  • Ability to handle customer inquiries and complaints in a professional and courteous manner; good organizational skills
  • Excellent (writing and verbal) communication skills and great attention to details with focus on quality
  • Good collaborator within a team with ability to meet deadlines and manage multiple priorities while regularly taking on new responsibilities
  • Excellent desk management skills and ability to use various program applications and software in a digital environment
  • Highly professional, empathetic, and able to provide innovative solutions to customers' challenges and go the extra mile

Hobbies and Interests

Caring, Listening, Volunteering, Cooking and Singing.

Training

  • Upskill training for CSR's
  • Desk Management training
  • Coaching and Quality Assurance Workshop
  • Auto simplification
  • Hail training
  • Emotional intelligence
  • Total loss
  • Completion of several modules in contact people

Accomplishments

  • Been recognised by claims manager Paul by receiving a thank you for knocking it out of the park card for excellent service rendered
  • Through critical thinking and by paying attention to details, I was able to help prevent leakages.
  • Recommendation from my manager and team mates for been the MVP
  • Recommendations from adjusters for assistance during off queue and On-queue support

Timeline

Accident benefits Project support

INTACT INSURANCE
01.2024

Customer Service Representative)

04.2023 - 12.2023

Customer Service Representative)

01.2023 - 04.2023

Senior Marketing Consultant)

11.2022 - 04.2023

CUSTOMER CARE ADVISOR

03.2015 - 10.2022

Bachelor of Science - Sociology

Olabisi Onabanjo University

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Abimbola Oluwafumilayo Atolagbe