Ade Ogundare
London
Summary
Personable and dedicated Claims Professional with extensive experience in coverage analysis, claim evaluation, and resolution. Solid team player with a proven ability to establish rapport with clients and colleagues. Motivated to maintain customer satisfaction and contribute to company success through quality, speed, and process optimization. Skilled in building relationships, cultivating partnerships, and driving business growth.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Claims Advisor
Charles Taylor Assistance
03.2023 - Current
- Accurately assessing claims in line with policy term and conditions paying valid claim quickly without unnecessary delay and ensuring customers who are not covered are informed at the first opportunity
- Taking ownership of personal workload, ensuring claims are handled in a timely manner and task prioritised in order of importance
- Ensuring compliance with client and regulatory requirements throughout all aspects of role
- This includes, but not limited to, data protection, treating customers fairly and complaints handling
- Providing empathetic approach for all customers by putting self in their shoes and understanding their needs
- Identifying opportunities to recover money from other insurers and potential fraudulent claims during assessment to ensure clients best interest at forefront
- Attempting to resolve disputes with customers, referring to colleagues for advice if needed
- Proactively providing solutions to problems and ensuring the principles of treating customer fairly are considered
- Where complaints cannot be resolved, these are escalated to the customer service team immediately
- Clear communications with colleagues in other departments such as the medical risk assessment and medical assistance to ensure customer receives a seamless end to end claim service
- Followed up with customers on unresolved issues.
Customer Support Agent
Comdata
01.2023 - 03.2023
- Providing customer support: Responsible for assisting customers with their questions, concerns, and issues related to the company's products and services
- This may include troubleshooting technical issues, answering billing questions, and providing general information
- Documenting customer interactions: Keep detailed records of customer interactions, including the nature of the inquiry or issue, the steps taken to resolve it, and any follow-up required
- Maintaining a high level of customer satisfaction: Ensuring that customers are satisfied with the service they receive
- This may involve going above and beyond to resolve issues or escalating customer concerns to a supervisor when necessary
- Collaborating with other departments: Working with other departments within the company, such as technical support or account management, to provide comprehensive customer service
- Keeping up-to-date with product knowledge: Staying up-to-date with the company's products and services in order to provide accurate and helpful information to customers
- Meeting performance targets: Meeting certain performance targets, such as call handling time, call volume, or customer satisfaction metrics
Business Development Executive| Account Handler
HEIRS LIFE
09.2021 - 12.2022
- Conduct sales of Group life and Credit Life Insurance Packages
- Generated 275 million naira out of annual sales budget of 450 million naira in 7 months thereby reducing realization time by 23% from 9 months to 7 months
- Identify opportunities and develop strategies to acquire new clientele and build relationships in assigned institutional market channels
- Develop and execute proactive and creative contact initiatives by leveraging on existing institutional accounts and company's relationships
- Assist the regional manager in developing and implementing strategies to achieve set targets in compliance to company's goals and objectives
- Conduct risk assessment and classification and identification of PEPs
- Answered customers' questions regarding products, prices and availability
- Improved customer acquisition rates through targeted discussions on market segmentation and pricing strategies
- Produced detailed monthly and yearly financial reports for senior management
- Surpassed sales and customer service targets, consistently exceeding established KPIs
- Identified cross-selling opportunities through ongoing customer needs analysis
- Produced quotes and proposals to provide value and benefits to prospective clients
Team Lead
CORONATION INSURANCE PLC
10.2019 - 08.2021
- Conducted sales of Life and General business insurance packages
- Generated revenue of 190 million naira in 12 months exceeding my annual sales budget of 150 million naira by 22%
- Developed and implemented marketing strategies to attract new clientele: this increased client conversion rate from 20% in 6 months to 40% in 4 months
- Developed bespoke insurance portfolios and packages for clients and advised them on the best packages
- Developed a coordinated protection plan by calculating and quoting rates for immediate coverage action and long term strategy implementation
- Monitored new staff training programs and ensured adherence to company's policies
- Trained new team members by relaying information on company procedures and safety requirements.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Worked different stations to provide optimal coverage and meet production goals.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Insurance Broker
CORNERSTONE INSURANCE PLC
09.2017 - 09.2019
- Conducted sales of General business, Life Business and Investment business insurance packages
- Generated revenue of 1.8 million naira thereby exceeding annual sales budget of 1.5 million naira by 20%
- Acted as the intermediary between customers and the company
- Maintained relationships with clients through timely follow-up calls and visits and acted as the intermediary between the company and clients
- Ensured policy requirements and service standards are adhered to, including the completion of appropriate forms
Insurance Advisor
ENSURE INSURANCE PLC
10.2016 - 07.2017
- Conducted sales of Life Business and General Business insurance packages
- Achieved annual sales budget of 1 million naira in 6 months and exceeded the budget by 35%
- Ensured all underwriting in connection with company products and completion of proposal forms are met
- Managed existing customers and conducted upselling of existing customers
- Developed customized marketing strategies and networking to acquire new clients
Education
BSc - Sociology
University of Abuja
02.2015
Skills
- Microsoft office
- Claims analysis
- Policy interpretation
- Claims investigation
- Claims evaluation
Accomplishments
- Support for Summer Interns and Temporary Staff
- Collaboration with Barclays and HSBC Teams
- ENOL Task Team Contributions
- Assigned Responsibilities Execution
Successfully assisted summer interns and temporary staff by answering queries and providing guidance on handling policyholder complaints, ensuring their smooth onboarding and operational efficiency.
Participated in task rotations with Barclays and HSBC teams, effectively managing complex claims and resolving policyholder complaints with high efficiency.
Played a key role on the ENOL task team, providing specialized assistance to policyholders requiring additional support and addressing feedback from the claims validation team.
Efficiently managed additional responsibilities assigned within the task team, contributing to overall team effectiveness and operational success.
Affiliations
Ordinary Member, Professional CII
Association
Member, Professional CIIN
Certification
- Introduction to Travel Insurance - Chartered Insurance Institute
- Business Analysis- Almond Careers
- Bancassurance - College of Insurance and Financial Management
Timeline
Claims Advisor
Charles Taylor Assistance
03.2023 - Current
Customer Support Agent
Comdata
01.2023 - 03.2023
Business Development Executive| Account Handler
HEIRS LIFE
09.2021 - 12.2022
Team Lead
CORONATION INSURANCE PLC
10.2019 - 08.2021
Insurance Broker
CORNERSTONE INSURANCE PLC
09.2017 - 09.2019
Insurance Advisor
ENSURE INSURANCE PLC
10.2016 - 07.2017
- Introduction to Travel Insurance - Chartered Insurance Institute
- Business Analysis- Almond Careers
- Bancassurance - College of Insurance and Financial Management
BSc - Sociology
University of Abuja
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