Favour Nwaiwu | Freelancer Resume

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