ADENIYI RUFAI
Brooklyn,NY
Summary
Committed to maintaining professional relationships to increase productivity, profitability, and drive business result. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
Work History
Customer Relationship Representative
NYC Human Resources Administration
08.2022 - Current
- Access all citywide complaints/inquiries, pull cases from Classic Paperless Office System (CA), Welfare Management System directly to complete transactions.
- Perform client case review, takes action in HRA OneViewer, Fair Hearing Information System (FHIS), Classic POS (CA), WMS, Paperless Alternate Module and other systems.
- Working with the Fair Hearing Unit or supporting employment services or another support service center, conduct conferences and interviews for dispute resolution; ensure Agency complies with State Decision After Fair Hearing (DAFH) decisions and orders.
- Direct and refer Cash Assistance participants to appropriate employment/work-related services to enable participants to achieve self-sufficiency.
- Investigate and resolve customer inquiries and complaints quickly.
- Evaluate participant’s eligibility for other federal or State benefit programs and assist in application for such benefits.
- Clarify customer issues and determine root cause of problems and resolving the issues, and/or complaints.
- Expedite completion of open actions and matters to establish eligibility for various benefits.
- Handle various special projects assigned, which may include audits, assisting with application/recertification backlogs, or other projects to assist the SNAP and CA programs.
- Participate in team meetings and training sessions to stay informed about service updates and changes.
- Utilize customer service software (Intranet Quorum-IQ) to manage interactions and track customer satisfaction.
- Analyze customer service trends to discover areas where improvement may be needed and provide feedback to management.
Job Opportunity Specialist
NYC Human Resources Administration
12.2013 - 08.2022
- Analyzed and evaluated existing benefits programs and recommended improvements.
- Reviewed applications for various aid programs; Food Stamps, Medicaid, and other state programs to determine applicant's eligibility for aid under these programs.
- Computed and authorized amounts of assistance for programs such as grants, monetary payments, and food stamps after budgeting applicant's income or resources and expenses using the New York State Welfare Management System (WMS).
- Initiated procedures to grant, modify, deny, or terminate assistance, or refer applicants to other agencies for assistance.
- Conducted data gathering in a quality manner for all programs as required and verified documents as necessary and explained the regulations to meet the program requirements.
- Conducted eligibility interview & assessment to determining the type of temporary assistance for the needy.
- Provided temporary assistance to eligible individual(s)/family(ies) with no or low income.
- Advised participant/applicant in need on financial independent program.
- Processed and Managed established client's cases.
Operations Supervisor
Integratas Corporate Servises
06.2009 - 05.2021
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Motivated and trained employees to maximize team productivity.
- Managed internal operational standards and productivity targets and recommend improvements where changes are required.
- Enforced regulatory and company policy compliance to improve workplace and employee safety.
- Evaluated and reviewed customer feedback and made business adjustments to improve retention and satisfaction.
- Resolved issues through active listening and open-ended questioning, and escalating major problems to manager.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
Operation Support Officer
US Navy Reserves
05.2011 - 01.2017
- Conducted regular reviews of operations and identified areas for improvement.
- Educated shipmates on organizational mission and goals to help unit members achieve success.
- Cultivated positive relationships with unit leadership to deliver timely and effective operational goals.
- Helped meet changing demands by recommending improvements to operational systems or procedures.
- Developed effective improvement plans in alignment with goals and specifications.
Education
Bachelor of Science - Marketing
Federal Polytechnic, Offa
Nigeria10.2007
Associate of Science - Marketing
Federal Polytechnic
Nigeria10.2003
Skills
- Customer Service Orientation
- CRM Software Proficiency
- Effective Communication
- Interpersonal Skills
- Analytical & Problem Solving
- Project Management
- Proficiency in Microsoft Office Suites
Affiliations
- Member, National Institute of Marketing
- Jaycee
Timeline
Customer Relationship Representative
NYC Human Resources Administration
08.2022 - Current
Job Opportunity Specialist
NYC Human Resources Administration
12.2013 - 08.2022
Operation Support Officer
US Navy Reserves
05.2011 - 01.2017
Operations Supervisor
Integratas Corporate Servises
06.2009 - 05.2021
Bachelor of Science - Marketing
Federal Polytechnic, Offa
Associate of Science - Marketing
Federal Polytechnic
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