Playing Piano & Guitar
Years of outstanding customer service
Twihangane Sampson
Port Coquitlam,British Columbia
Summary
Detail-oriented Claims Customer Service Specialist with extensive experience in adjudicating decisions, providing exceptional customer service, and managing sensitive claims. Seeking to leverage my background in claims management and customer support to contribute as an Claims Adjudicator while I learn and grow.
Overview
7
7
Work History
Claims Representative
ICBC
Surrey, Canada
09.2023 - Current
- Serve as first contact for claim inquiries, enhancing customer satisfaction and response times.
- Adjudicate accident claims, ensuring policy compliance and timely decisions.
- Collaborate with team to deliver accurate information, improving service quality.
- Review medical documents to determine benefit eligibility, supporting injured clients.
- Implement new claim procedures, boosting operational efficiency and customer engagement.
- Resolved a high volume of claim inquiries promptly, significantly boosting service satisfaction scores through effective problem-solving.
Customer Service Analyst
QHR Technologies
Remote
10.2022 - 02.2023
- Took ownership of calls and case volumes in Client Services queues to monitor trends and suggest solutions
- Clarified customer concerns and took appropriate action to respond to cases in Salesforce CRM prior to escalation
- Provided support services for acquisition products and communicated with external contractors as necessary
- Demonstrated case close rate equal to or above average of CSA's with similar skill sets
- Maintained reliable attendance with schedule adherence and professional communication regarding matters of attendance
- Accountable for assignments given by Client Services Central Desk Coordinators or Leadership team
- Helped to increase customer return rates by providing excellent customer service at all times
Customer Service Representative
Reef Technology
Remote
06.2022 - 10.2022
- Handling a high volume of inbound and outbound calls, chats, and emails
- Troubleshooting technical product issues and finding solutions to complex problems to ensure the best customer experience
- Provide support to customers using different web-based interfaces and SaaS applications such as Salesforce
- High-speed Data entry and making sure that customer accounts stay up to date
- Communicating with Operations Managers, Supervisors and landlords on specific information as it pertains to monthly parking;
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Customer Service Consaltant
Rogers Communications
Burnaby, Canada
11.2017 - 02.2022
- Entered customer interaction details in different web-based/SaaS applications to track requests, document problems, and record solutions offered
- Answered customer telephone calls promptly to avoid on-hold wait times
- Recommended Products and Services to customers, thoroughly explaining details
- Assisted customers with setting appointments, shipping, and special-order requests, and arranging merchandise pick-up at other locations
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Offering advice and assistance to customers, paying attention to special needs and wants
- Held to a high level of confidentiality while dealing with sensitive personal customer information
- Maintained a high level of self-supervision while working from home to remain efficient and productive
- Multi-tasked effectively to simultaneously handle website chat and telephone customers' needs
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques
Education
Youth and Family Support Worker Certificate - Counseling Psychology
VCCT
Vancouver, BC01.2023
High School Diploma -
Centenary Secondary School
Durban12.2016
Skills
- Claims Adjudication and Management
- Excellent Interpersonal Skills
- High Level of Professionalism
- Empathic, Tactful, Respectful, and Courteous Service
- Managing Emotionally Sensitive Conversations
- High Level of Personal Resiliency
- Strong Organizational and Time Management Skills
- Handling High Volume of Claims
- Effective Communication of Confidential and Sensitive Information
- Discretion and Tact in Communication
- Probing for Understanding in Disagreement
- Independent and Team Work
- Proficiency in Microsoft Office Software
- Empathy and Customer Service
- Analytical Problem-Solving
- Remote Work Proficiency
- Leadership and Team Collaboration
Timeline
Claims Representative
ICBC
09.2023 - Current
Customer Service Analyst
QHR Technologies
10.2022 - 02.2023
Customer Service Representative
Reef Technology
06.2022 - 10.2022
Customer Service Consaltant
Rogers Communications
11.2017 - 02.2022
Youth and Family Support Worker Certificate - Counseling Psychology
VCCT
High School Diploma -
Centenary Secondary School
Certification
- Foundations of Project Management, Google, 01/2021, 08/2021
- Superhost, Prosafe, 2023, 05/2023
- Occupational First Aid, Metro Safety Training, 04/2023
Languages
Fluent in English, Swahili and Kirundi, conversational French.
Details
Canada, 7788479937, samiejohnz@gmail.com
Languages
- English
- French
Volunteer Experience
Youth Leader, New Westminster, 12/2019, Present, Organize and facilitate social events and charity activities, Prepare and deliver presentations for youth, Coordinate meetings, off-site events, and team-building exercises, Organize Zoom meetings and facilitate them, Training and Leading others, Technical Support
Work Preference
Location Preference
RemoteHybridOn-SiteImportant To Me
Work from home optionInterests
Meeting new people
Exploring new places
Psychology
Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Software
Salesforce
Microsoft Suite
Cisco Jabber
Google Suite
Slack
Accuro EMR software
Hubspot
Zen-desk
HelpScout
Guidewire claims management software
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