Open to opportunities

Emilia Archibong

@emiliaarchibong

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Client-focused case manager skilled in disability claims, empathetic communication, and organized document management.

Nigeria

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What I'm looking for

I’m looking for a people-first role where I can manage cases with confidentiality, deliver clear updates, organize documentation accurately in Salesforce, and resolve client concerns quickly—while collaborating with teams that value empathy, quality, and continuous improvement.

I’m a case manager and customer service professional who serves as a steady point of contact for clients navigating the Social Security Disability claims process. I bring clear, regular communication, empathy, and professionalism—explaining the application, reconsideration, and appeals process in simpler terms and helping clients feel supported throughout.

I also manage high-integrity documentation by gathering and organizing medical records, work history, function reports, and other required documents, while updating case details in Salesforce. From call-center experience handling 500+ interactions daily and training new hires to mailroom work that prioritizes confidentiality and accurate record-keeping, I consistently deliver responsive service, resolve concerns promptly, and coordinate across teams to move cases forward.

Experience

Work history, roles, and key accomplishments

Mailroom Specialist

Centerville Office Support Limited

Jan 2023 - Jan 2026 (3 years)

Managed incoming mail flow by sorting, organizing, and delivering sensitive correspondence to intended recipients while maintaining confidentiality. Recorded incoming SSA mail and supported department heads with mail enquiries.

Sorting Mail Confidentiality Administrative Support Record keeping SSA Mail Tracking

International Development Case Manager

Centerville Office Support Limited

Jan 2020 - Jan 2023 (3 years)

Served as the primary point of contact for clients during the Social Security Disability claims process, providing phone updates and clarifying application, reconsideration, and appeals steps. Gathered and organized required medical and work documents, updated records in Salesforce, assisted with SSA paperwork, and contacted SSA representatives to check claim status.

Client Communication Documents

Customer Service Representative

Outsource Global

Jan 2017 - Jan 2020 (3 years)

Provided customer service by handling inquiries and complaints via phone, resolving issues professionally to support customer satisfaction. Managed over 500 customer interactions daily, collaborated with cross-functional teams to improve engagement, escalated concerns when needed, and trained new hires on call-handling best practices.

Customer Service Call Center Operations Complaint Resolution Escalation Management Customer Satisfaction Cross Functional Collaboration Professional Call Handling