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Becky Eberechi

@beckyeberechi

Quality Analyst at Centerville Office Support Limited auditing SSI/SSDI intake calls and coaching agents on call quality and record accuracy.

Nigeria

Message

At Centerville Office Support Limited, I audit pre-qualification and intake interactions for SSI/SSDI claims to check protocol, regulatory standards, and service metrics. I use Salesforce and ViciDialer for case tracking and compliance monitoring.

I provide feedback and coaching to customer service agents and work with operational leads to identify process gaps and streamline intake protocols. Previously, I supported customer inquiries at Outsource Global Technologies Limited and patient communication at Ocularist Eye Clinic.

Experience

Work history, roles, and key accomplishments

Current

Quality Analyst / Intake Support

Current

Centerville Office Support Limited

Audits pre-qualification and intake interactions for SSI/SSDI claims to ensure compliance with protocol and service metrics. Provides feedback and coaching to agents, and uses Salesforce and ViciDialer for case tracking and compliance monitoring.

Salesforce VICIDialer Call Auditing Quality Assurance Compliance Coaching Case Management Data Entry

Customer Service Representative

Outsource Global Technologies Limited

Jan 2024 - Dec 2024 (11 months)

Managed incoming customer inquiries via multi-channel communications, resolving issues promptly while maintaining high satisfaction rates. Recorded detailed customer notes and activity logs within CRM software with exceptional accuracy.

CRM Customer Support Communication Skills Problem Solving Data Entry

Customer Support Representative

Ocularist Eye Clinic

Jan 2023 - Dec 2024 (1 year 11 months)

Managed patient communication, scheduling, and front-line support in a busy clinical environment. Maintained clear documentation and delivered empathetic, professional care to improve caller experience.

Patient Communication Scheduling Documentation Customer Service