Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Adedoyin Oshikoya

Summary

Proven Authorization Agent with a track record of enhancing customer satisfaction and streamlining operations at Hoshis Tech. Skilled in CRM software and known for exceptional analytical abilities, I significantly reduced processing times and resolved over 100 customer inquiries daily. My adaptability and customer-centric approach have consistently improved service delivery and operational efficiency.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Authorization Agent

Hoshis Tech
, Remote
06.2020 - Current
  • Processed and approved service authorizations, ensuring compliance with company guidelines
  • Handled an average of 100+ customer inquiries daily regarding authorization and claims status
  • Resolved authorization disputes efficiently, contributing to a satisfaction rate of 95%
  • Utilized Salesforce to track authorization cases and ensure timely resolution
  • Implemented workflow improvements, reducing authorization processing time by 15%

Customer Support Specialist

Highline Corporations
London, UK
03.2017 - 05.2020
  • Assisted customers with account setup, troubleshooting, and general inquiries
  • Developed a comprehensive FAQ section, reducing repetitive queries by 15%
  • Trained new team members on customer service protocols and CRM usage
  • Conducted follow-up calls to ensure customer satisfaction
  • Awarded 'Employee of the Month' for exceptional performance in January 2019

Customer Service Assistant

First Bank Inc.
Lagos, Nigeria
01.2015 - 02.2017
  • Provided in-store and online support for customers, addressing product-related questions and concerns
  • Processed returns and exchanges in compliance with company policies
  • Managed inventory discrepancies and coordinated with the logistics team
  • Achieved a 98% accuracy rate in order processing and data entry

Education

B.Sc. - Marketing

Redeemers University
01.2014

Skills

  • Authorization and claims processing
  • Strong analytical and decision-making abilities
  • Proficient in CRM software (eg, Salesforce, Zendesk)
  • Time management and multitasking
  • High emotional intelligence
  • Team collaboration
  • Customer-centric approach
  • Technical troubleshooting
  • Data entry and record keeping
  • Adaptability to remote work environments
  • Claims reviewing
  • Policy interpretation

Certification

  • Certified Customer Service Professional (CCSP), Customer Service Institute of America
  • CRM Certification, Salesforce

References

Available upon request.

Timeline

Authorization Agent

Hoshis Tech
06.2020 - Current

Customer Support Specialist

Highline Corporations
03.2017 - 05.2020

Customer Service Assistant

First Bank Inc.
01.2015 - 02.2017

B.Sc. - Marketing

Redeemers University

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Adedoyin Oshikoya