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Egbedi Ufuoma

@egbediufuoma

Customer care specialist at IntouchInsight who coached eight representatives and sustained team quality scores of 87–90%.

Nigeria

Message

At IntouchInsight, I served as a primary contact for a high-volume client base, handling 10–20 calls daily and resolving scheduling and billing issues. I maintained accurate, confidential CRM documentation and addressed escalated concerns through listening and de-escalation.

I also led and coached a team of eight customer service representatives, with team quality scores of 87–90%. Using CRM analytics and Google Workspace, I tracked KPIs and delivered briefings across multiple time zones.

At UnitedHealthGroupInc., I made outbound calls, re-engaged prospects, and scheduled sales appointments. My outreach helped reduce appointment cancellations to as low as 3%.

Experience

Work history, roles, and key accomplishments

Customer Care Specialist

IntouchInsight

Jun 2025 - Aug 2026 (1 year 2 months)

Used CRM analytics and Google Workspace to track KPIs and deliver data-driven briefings across multiple time zones, consistently achieving 87–90% of monthly targets. Led and coached a team of 8 customer service representatives, driving team-wide quality scores of 87–90%.

CRM Analytics Google Workspace KPI Tracking Team Leadership Coaching Customer Service Call Quality Assurance De escalation Appointment Scheduling Data Confidentiality

Call Center Representative

IntouchInsight

Nov 2024 - May 2026 (1 year 6 months)

Served as primary point of contact for a high-volume client base, managing 10–20 client calls daily and resolving complex scheduling and billing issues with an empathetic, person-first approach. Maintained 100% accuracy in a fast-paced virtual environment, handling sensitive CRM documentation and billing inquiries with strict confidentiality and zero record-keeping errors.

Inbound Calls Outbound Calls CRM documentation Data Entry Billing Support De escalation Active Listening Customer Service Confidentiality

Telesales Representative / Cold Caller & Appointment Setter

UnitedHealthGroup Inc.

Jan 2021 - Aug 2024 (3 years 7 months)

Proactively cold-called and re-engaged prospects to reduce appointment cancellations to as low as 3%, closing communication gaps between stakeholders and the sales team. Executed high-volume daily outbound cold calls alongside inbound call handling to introduce products and services, converting prospects into scheduled sales appointments.