Emilia Archibong

C Mailroom Specialist, Centerville Office Support Limited 2023 — 2026 • Managed the flow of incoming mails and sorting them. • Uphold confidentiality standards in handling sensitive mails. • Provided assistance and support to department heads regarding mail enquiries. • Organized incoming mails and ensuring prompt delivery to the intended recipients. • Keeping records of incoming mails from Social Security Administration (SSA). Graduate Internship, Dataville Research LLC 2023 International Development Case Manager, Centerville Office Support Limited 2020 — 2023 • Served as the primary point of contact for clients throughout the Social Security Disability claims process. • Maintained consistent and regular communication with clients by providing updates regarding their claims and ensuring they understand the status of their claims. • Explained to clients the application, reconsideration and appeals process in clearer and simpler terms. • Maintained good and positive relationships with clients over the phone • Addressed concerns of clients with empathy and professionalism. • Gathered and organized clients medical records, work history, function report and other required documents to support disability claims and update in Salesforce. • Assisted clients in completing necessary forms and paperwork for the Social Security Administration (SSA). • Contacted SSA representatives to obtain the status of claims for clients. Customer Service Representative/ Call Center Agent, Outsource Global 2017 — 2020 • Provided excellent customer service by assisting customers with inquiries and complaints via phone. • Handled customers complaints and concerns professionally, providing solutions to promote continued customer satisfaction. • Handled an average of over 500 customer interactions daily, ensuring prompt problem resolution. • Collaborated with cross functional teams to enhance customer engagement strategies. • Communicated clearly with customers to ensure they get prompt response to issues or complaints. • Managed feedback and escalated to the appropriate team when required. • Trained new hires on best call-handling practices. EDUCATION Master of Business Administration University of the People, Pasadena California. 2023 BSc Mass Communication (Television Journalism) Ahmadu Bello University, Zaria. 2014 CERTIFICATIONS Customer Service, La Plage Services Nigeria. Public Speaking and Presentation Skills, The Learnaholics Academy, Africa. Management Strategies for People and Resources, Young African Leaders Initiative (YALI). Responsible Leadership on Transparency and Good Governance, Young African Leaders Initiative (YALI) Workforce Collaboration and Development, Young African Leaders Initiative (YALI).