Adenike Moses
Dupont,USA
Summary
Results-driven professional with extensive experience in customer service, administrative support, and identity management operations. Skilled at handling sensitive information, verifying documentation, and delivering outstanding client service in high-security environments. Strong problem-solver with high adaptability and a proactive approach to operations. Passionate about optimizing processes, ensuring compliance, and improving customer satisfaction. Known for reliability and proactive approach to meeting customer and organizational goals. Effective team collaborator adaptable to changing needs, consistently focused on achieving results through efficient and empathetic service.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative II (Remote)
Dobbs Defense Solutions
05.2024 - 06.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Delivered prompt service to prioritize customer needs.
Credentialing & Identification Specialist
Patriot Enterprises
09.2022 - 05.2024
- Delivered secure ID and credential services to military personnel, dependents, and federal employees in compliance with DoD protocols.
- Reviewed eligibility documents, processed updates in DEERS, and maintained strict confidentiality of PII.
- Managed appointment scheduling and walk-in support, optimizing workflows to reduce client wait times by 20%.
- Collaborated with audit teams to maintain 100% compliance during quarterly inspections.
- Developed quick-reference guides for new procedures, accelerating staff onboarding by one week.
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Certified Medical Assistant
Chena Health
08.2020 - 09.2022
- Assisted physicians with clinical procedures, patient intake, and vital sign collection in a busy community health setting.
- Managed medical inventory and equipment sterilization protocols to ensure patient safety.
- Maintained confidential EHRs and ensured HIPAA compliance across all documentation.
- Coordinated patient scheduling and follow-up communication, improving appointment adherence by 12%.
- Assisted in implementing an EHR data-entry verification process, improving chart accuracy by 15%.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Assisted physicians with various procedures, ensuring comfort and accuracy for optimal patient outcomes.
- Conducted preliminary patient evaluations measuring weight, temperature and blood pressure.
- Communicated clearly and effectively with patients to verify information, determine purpose of visit and record medical history.
Education
B.Sc. - Computer Science
01.2016
Skills
- Proficient in office productivity tools
- Problem-solving skills
- Troubleshooting expertise
- Customer service expertise
- Cultivating strong partnerships
- Customer service expertise
- Conflict resolution skills
- Proficient in resolving disputes
- Administrative support
- Customer relationship management (CRM)
- Data collection
- Crisis management skills
- Troubleshooting and technical guidance
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Certification
- CompTIA Data+ Certification | Issued 2022
- Technical/Occupational Certificate (Medical Assistant) | IntelliTec College, 08/2020
Languages
English
Timeline
Customer Service Representative II (Remote) - Dobbs Defense Solutions
05.2024 - 06.2025
Credentialing & Identification Specialist - Patriot Enterprises
09.2022 - 05.2024
Certified Medical Assistant - Chena Health
08.2020 - 09.2022
Lagos State University - B.Sc., Computer Science
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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