Chidi Iheka, Msc Email & Phone Number

Calgary, Ab, Ca

Toronto, Ontario, Canada

Calgary, Alberta, Canada

· Identify SIU and subrogation potentials and make appropriate referrals when required contributing to Definity’s loss avoidance and leakage prevention by 85% and recovery by over 91%.· Consistently provide outstanding customer service to business clients resulting in a current net promoter score of 97/100 and 98% customer satisfaction rate.· Receive regular commendations for organized file handling and administration and claim cycle time of less than 90 days.· Currently maintain a Claim Performance Index of 297 out of 300 (Definity’s target) by ensuring established processes are strictly adhered to, and other audit requirements are always met.· Coach/mentor junior representatives while duly following up on pending tasks by setting clear action plans for resolution and maintaining an excellent closing ratio of 132%.

· Negotiated up to 25 contracts weekly regarding total loss settlements.· Managed equitable liability decisions by taking recorded statements, reviewing police reports and contacting and obtaining witness statements.· Identified potential subrogation claims and have been listed numerously on the Definity's Subrogation Wall of Fame Recipient list.

Calgary, Alberta, Canada

Addressed and responded to customer concerns in a pleasant manner while managing 300+ calls per monthOversaw multiple pending & reassigned claims whilst maintaining record-high customer satisfaction. level at 97% through excellent up-front and post-claim communications with the insured and partnersCompiled client data with discretion and formulated detailed reports to meet KPIsReferred suspicious claims to SIU that resulted in loss avoidance by over 80%

Calgary, Alberta, Canada

· Handled inbound and outbound calls from 80+ customers daily resolving billing and technical issues.· Followed established processes to ensure privacy of customers’ data, and credit card information compliance and other audit requirements are always met.· Ensured customer satisfaction by completion of activities – all tickets closed off and follow ups are done on any unresolved issues.· Achieved proficiency in database and information management Database and call software technologies in 2 weeks.· Rewarded by Team Lead severally for 100% attendance with no record of tardiness.

Plot 268 Aladinma Road, Ikenegbu Layout Owerri (Adjacent Fidelity Bank).

· Prepared, arranged and filed reports in the filing system accurately.· Prepared bills according to established pricing and demonstrated efficiency in the use of several billing software.· Scheduled and informed members of staff about meetings; prepared minutes of meetings.· Designed work schedules and discussed concerns that members of staff had with designated work schedules, effectively.· Responded to telephone enquiries and took down messages for the Medical Director, who constantly commended me for being thorough about patients’ information.

Masters, Distinction

Certified Member, Strategic Management

High School Diploma, O'Level., Distinction.