Emeka Ogwo

Managed inbound and outbound healthcare-related calls, assisting with inquiries, scheduling, and timely issue resolution. Maintained accurate CRM records and handled sensitive information in line with HIPAA and data privacy standards, escalating complex cases as needed.

Conducted outbound prospecting and consultative cold-calling conversations to explain coverage options, premiums, and benefits. Supported application completion with regulatory compliance, maintained structured follow-ups, and coordinated with underwriting teams.

Owned customer care workflows, resolving inquiries and complaints and providing plan selection guidance. Maintained a customer satisfaction rating across voice engagements and increased lead generation and contributed to revenue growth through structured follow-ups and improved engagement tracking.

Managed high-volume inbound and outbound customer interactions across multiple channels. Documented cases in CRM systems for continuity and accountability, resolved issues while meeting KPIs for resolution time and satisfaction, and helped improve service workflows.

Supported employees during annual open enrollment for medical, dental, vision, life insurance, and HSA/FSA plans. Helped employees navigate portals, resolved system access issues, verified enrollment data, and maintained HIPAA and confidentiality standards.

Advised prospective students on academic program selection and explained policies and enrollment procedures. Performed consultative tele-sales outreach and provided structured follow-up support to support enrollment growth.