Innocentia Emeto

Handled high volumes of inbound calls and emails from policyholders, financial advisers, and third-party representatives, providing professional support on life insurance policies, claims, and general inquiries. Assisted customers in lodging and tracking life insurance claims and processed service requests while ensuring compliance with ASIC/APRA regulations.

Developed and maintained a pipeline of prospective customers through cold calling, referrals, direct marketing, networking, and relationship-building. Conducted detailed needs assessments to understand customers' financial circumstances and risk exposures.

Identified customer needs by actively listening and asking relevant questions. Provided professional and responsive customer service through telephone, email, online platforms, and other channels, responding to inquiries about services, products, campaigns, and accounts.

Earned a Higher National Diploma in Mass Communication.

Completed customer service training.