Versatile in many roles, with extensive experience monitoring and maintaining service standards and call handling thresholds. Conscientious and personable supervisor with strong understanding of principles and procedures relating to customer service. Committed to contributing to superior service, maximum revenue generation and high productivity.
Hi, I’m
Ayisha Sayibu-Okyem
Houston,TX
Summary
Overview
8
years of professional experience
Work History
Teleperformance
Senior Customer Service Representative Lead
02.2022 - 01.2024
Job overview
- Created reporting systems to track customer service performance and improve insight.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Onboarded and trained customer representatives to meet performance and service goals.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Led customer service projects to address and achieve key business objectives.
- Maintained up-to-date knowledge of product and service changes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed over 50-85 calls per day.
Assurance Services
Claims Adjuster
01.2019 - 12.2022
Job overview
- Examined claims forms and other records to determine insurance coverage.
- Answered customer questions regarding deductibles.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Prepared summaries of damage, payments, and policy coverage.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Established relationships with clients and insurance companies to foster timely claims resolution.
- Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
- Organized, planned and documented materials for claims.
- Identified suspicious losses and contacted manager for investigative assistance.
- Directed claims negotiations within allowable limit of $60,000 and supported successful litigations for advanced issues
U.S. Army
Medical Readiness Manager
01.2018 - 04.2019
Job overview
- Evaluate and maintain equipment, oversee facilities, and identified opportunities to improve operational efficiencies
- Maintained accountability for hand-receipts containing over 800 items valued over $3,800,00.00
- Managed all office departments including human resources, accounting and staff training
- Created several weekly initiatives that increased appointments by 14% within month 1.
- Enforced maintenance safety and risk management practices; resulted in zero safety violations, 100% accountability of equipment and zero maintenance related issues during deployment operations
- Scheduled over 17,000 dental appointments, simultaneously improving clinic readiness 87%.
- Reduced operating costs upon arrival to improve process efficiencies
- Improved current processes, updated office policies, handled routine office operations, and resolved problems
- Reviewed and analyzed reports on periodic expenditures.
U.S. Army
Senior Operations Manager
03.2016 - 03.2018
Job overview
- Expertly direct business operations for four medical locations consisting of more than 100 employees, specializing in dentistry
- Oversee strategic planning, $5M Department of Defense (DOD) account management, HIPAA compliance, human resources, marketing, project management, technology administration, inventory management and provider credentialing
- Closely collaborate with practice stakeholders and healthcare providers through monthly business meetings to analyze operations, implement effective solutions to achieve strategic goals and ensure department stability
- Senior supervisor role to a staff of over 40 active duty military members, 30 civilian contractors, and 75 general schedule civilian employees (GS)
- Scheduled daily assignments, strategic planning, performance management, mentoring, Automated
- Time and Attendance Production System (ATAAPS) approval authority, and Defense Medical Human
- Resource System internet manager (DMHRSi)
- Resolved personnel discrepancies, administered training and ensured compliance, handling highly sensitive administrative matters, implement cross-functional strategic objectives and lead teams through planning and execution
- Work closely with onsite Project Team Leaders to prioritize safety and compliance standards throughout entire project
- In-house HR functions: new hires, terminations, review of employment contracts
- Analyze budget, forecast, and revenue trend reports in order to provide advice and prepare financial statements
- Execute inventory to maintain adequate product levels
- Schedule employees to ensure proper coverage during peak business hours
- Lead the team in a focus product of the day involving friendly competition
- Hazardous materials (HAZMAT) and Infection Control Manager, Environment of Care and
- Standard Army Safety Occupational Health representative, award write ups for military and civilian personnel, prepped and attended leadership meetings in the absence of command
- Managed multiple clinical restorations and building maintenance plans valued over $2,500,000.00
- Established sales and service goals and objectives and ensured all communications plans were consistent with stated objectives and adhered to quality assurance standards.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Procured contracting arrangements with sub-contractors and service providers.
- Reported issues to higher management with great detail.
Education
Purdue UniversityEl Paso, TX
Associate from Health Care Administration
03.2026
University Overview
Schweinfurt High School - SchweinfurtSchweimfurt, Germany
High School Diploma
06.2012
University Overview
Skills
- Policy Enforcement
- Customer Satisfaction
- Complaint Handling
- Escalation Management
- Call Center Experience
- Product Knowledge
- Production Goal Setting
- Issue Resolution
- Data Entry
- Inbound and Outbound Calls
- Employee Retention
- Federal Regulations
Accomplishments
Accomplishments
- I learned how to be a team player and how to communicate/interact with customers better
- Skills Used communication and understanding.
Timeline
Senior Customer Service Representative Lead
Teleperformance
02.2022 - 01.2024
Claims Adjuster
Assurance Services
01.2019 - 12.2022
Medical Readiness Manager
U.S. Army
01.2018 - 04.2019
Senior Operations Manager
U.S. Army
03.2016 - 03.2018
Purdue University
Associate from Health Care Administration
Schweinfurt High School - Schweinfurt
High School Diploma