Favour Nwaiwu

FAVOUR UGOCHI NWAIWU​ Gaduwa, Abj |-| - | linkedin.com/in/favour-nwaiwu/ PROFILE​ Results-oriented customer service representative with 5+ years of experience in telecommunications. Proven track record of streamlining appointment scheduling, managing high-volume communications, and ensuring client satisfaction across legal and logistics sectors. Adept at CRM management, data entry, and applicant screening, with a focus on efficiency and accuracy. Strong organizational and problem-solving skills, with experience in roles such as case manager, pre-qualification agent, and appointment setter. Committed to delivering high-quality work and exceeding goals. EXPERIENCE Appointment Setter/Supervisor​ Delta Logistics LLC | Jan 2024 – Apr 2025 -Scheduled and confirmed appointments for interviews, deliveries, and logistics coordination.​ -Contacted couriers and applicants via phone, email, and SMS to arrange and manage schedules.​ -Conducted initial applicant screenings and forwarded qualified candidates to relevant departments.​ -Oversaw package flow and delivery operations, ensuring couriers completed pick-ups and drop-offs within scheduled timeframes.​ -Maintained accurate records of appointments, updates, and communication on dashboard/spreadsheet.​ -Send follow-ups and reminders to minimize no-shows and ensure smooth daily delivery operations.​ -Supervised a remote team of appointment setters, monitored performance, and ensured daily targets were met.​ -Provided support, training, (dashboard setup) and guidance to new couriers.​ Applicator​ Centerville Office Support Ltd | Jun 2023 – Dec 2023 -Completed Social Security Disability Benefit forms with accuracy and attention to detail.​ -Assisted clients in filing applications for Supplemental Security Income (SSI).​ -Guided clients through the process of applying for Social Security Benefits, ensuring all required documentation was submitted.​ -Utilized the Social Security Administration (SSA) website to accurately complete and submit applications. -Collaborated with the status specialist to follow up with clients and clarify incomplete or unclear information.​ Status Specialist​ Centerville Office Support Ltd | Aug 2022 – Jun 2023 -Contacted Social Security offices to verify the status of applications and claims.​ -Maintained regular communication with Disability Determination officers to track daily progress.​ -Verified the status of new pending decisions to ensure timely updates.​ -Managed correspondence with designated offices through fax, mail, and SMS.​ -Handled both inbound and outbound inquiries via direct messages, email, and telephone.​ -Performed additional administrative tasks as assigned by the team lead or management.​ Case Manager/Medical Requester​ Centerville Office Support Ltd | Sept 2020 – June 2022 -Reached out to clients individually to verify contact details and update the client database.​ -Provided clients with timely updates regarding the status of their cases.​ -Maintained consistent communication with the Dallas, Texas headquarters, the Social Security Administration, and the Hearing Office during U.S. business hours.​ -Ensured medical providers were active on the Salesforce platform and kept records up to date for all newly assigned providers.​ -Managed correspondence with claimants and clients via fax, email, and SMS.​ -Verified the status of pending decisions and communicated updates accordingly.​ -Performed additional duties as assigned by the team lead or management.​ Pre-Qualification Agent/Telemarketer​ Outsource Global Technologies Ltd | Oct 2019 – Sept 2020 -Handled client inquiries (inbound/outbound) via direct messaging, email, and telephone with professionalism and efficiency.​ -Researched, identified, and resolved customer complaints using available resources and established protocols.​ -Administered standard yes/no questionnaires to assess client eligibility for government benefits.​ -Referred qualified claimants to an intake specialist for further evaluation and processing.​ Identified complex issues and escalated them to the supervisor for resolution.​ EDUCATION​ Imo State University | 2017​ Bachelor of Arts SKILLS​ Customer Service Relationship Management, Data Entry, Phone Support, CRM Tools, Appointment Setting, Problem-Solving, Technology Proficiency, Communication