Open to opportunities

Akon Ekange

@akonekange1

Message

I am a customer-service team lead specializing in SSD claim management, Salesforce, and empathetic client support.

Nigeria

Message

What I'm looking for

I am looking for a leadership role in customer-facing operations where I can apply SSD claims expertise and Salesforce skills to coach teams, improve processes, and deliver empathetic, compliant client support.

I am an experienced team lead and customer service representative who specialized in Social Security Disability (SSD) case follow-ups, using Salesforce to manage high volumes of calls, chats, and case documentation. I trained and mentored new hires, led internal support for case management and mailroom teams, and earned multiple performance awards for consistent results.

I balance efficiency with an empathetic, client-centered approach, delivering timely updates and clear explanations throughout complex claims processes while maintaining HIPAA-compliant practices. I seek roles where I can coach teams, streamline processes, and continue improving client outcomes through strong communication and Salesforce-driven workflows.

Experience

Work history, roles, and key accomplishments

Team Lead, Customer Service Rep

Centerville Office Support

Jan 2020 - Mar 2025 (5 years 2 months)

Led SSD case follow-ups and Salesforce case management, ensuring timely status updates by coordinating with SSA, DDS, and clients while maintaining accurate records and high-quality client communication.

Salesforce Customer Service Client Communication Documentation Training

Prequalification Call Centre Agent

Outsource Global

Jan 2019 - Jan 2020 (1 year)

Handled high-volume inbound and outbound calls to prequalify U.S. citizens for Social Security Disability benefits, consistently meeting performance targets and clearly explaining complex processes to clients.

Outbound Calling Customer Service CRM Performance Metrics Empathy