Bosede S. Ogunleye
Allentown,PA
Summary
Multi-dimensional player seeking an opportunity to apply years of leadership experience with a company that values teamwork and project quality. With 7 years of IT, and 15+ customer service satisfaction experience, the goal has always been to bring diverse leadership and staff together to meet SMART goals. Track record of managing several lines of business simultaneously improving business/operational processes through client and customer resolution.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Operations Team Leader
Concentrix Corporation
09.2020 - Current
- Responsible for day-to-day supervision of call center technical support associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
- Currently manage 4 lines of business Provider Portal Health Support, Provider Directory Validation, Provider Services, and Medicare Advantage OTC Member Benefits
- Ensure service delivered to customers meets contractual Key Performance Indicators (KPIs) and financial expectations
- Effectively coach and evaluate direct reports on their performance on aregular basis to ensure performance metrics are achieved minimum weekly including quality
- Identify performance-related issues, develop action plan for improvement, and implement corrective action, up to and including termination of employment
- Communicate expectations to employees providing timely updates as a subject matter expertise in handling escalated issues and concerns as needed
- Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input
- Stay current on internal work processes, company policies, and HR procedures
- Attending required manager development training.
Technical Support Representative
Alorica, Inc
06.2020 - 09.2020
- Responsible for analyzing/resolving simple and complex technical issues that may be occurring with clients’ multiple platforms and applications used
- Field incoming requests from end-users via telephone, email, and other established support channels, including remote desktop connection to document all relevant information including contact information, organization, asset details, nature of the issue, troubleshooting steps are taken, and resolution on any software issues
- Utilizes knowledge base, FAQs, peers, and all other available resources to aid in incident resolution to resolve customers' issues effectively and efficiently
- Proficiently identifies and learns appropriate software and hardware used by the client and supported by the organization
- Maintains client confidence by keeping their information confidential
- Research, follows up, and escalates cases to higher levels of support or management when necessary.
Client Service Specialist
CSC Global
02.2020 - 04.2020
- Provides knowledge-based solutions for every phase of the business life cycle, helping businesses form entities, maintain compliance, execute transaction work, real estate, M&A, and other corporate transactions in hundreds of U.S. and international jurisdictions
- Research and analyze legal documents providing accurate analysis of customer/business data
- Managing portfolio of domain names, trademarks, brand protection business while maintaining B2B/B2C relationships to help protect and secure their global internet brands
- Working with vendors to resolve technical issues and identifying new revenue opportunities/ enhancements to product offerings
- Cooperatively work with global vendors to complete internal and external customer orders
- Assisting Product Manager with brand launches, problem-solving, product development and troubleshooting
- Understanding and communicating Industry changes with new product offerings to client
Sales Representative
Balldrop
11.2019 - 01.2020
- Assist customers through websites using chat, email, and phone with the purchase of tickets and processing orders from domestic and international patrons
- Rigorously pursed opportunities for sales while converting prospects into new customers
- Navigate multiple company systems in a fast-past environment while simultaneously communicating with customers responsively and professionally through multiple channels
- Consistently meet/exceeds team and individual objectives related to client satisfaction, quality, and productivity
- Supported Director of Operations by driving a profitable business through best practice sales, and retention
- Maintained B2C business development, sales, and customer service
IT Technical Analyst II
Horizon Blue Cross Blue Shield Of New Jersey - Headquarters
12.2015 - 12.2018
- Received escalated IT inquiries/issues through member feedback, chat, email, phone, databases, and desktop using the necessary software to triage issues, and created P1 or P2 tickets opening bridge if necessary
- Accurately documented inquiries and defects took in accordance with departmental quality guidelines to ensure appropriate follow up in Siebel, JIRA, and ServiceNow
- Utilized available resources when necessary to quickly and efficiently resolve or redirect inquiries in accordance with the prescribed departmental process
- Documented, processed procedures and external communications for the knowledge base that was used cross-divisional
- Performed migration, user training, go-live support, and post go-live optimization for various internal applications, including portals for functionality, software, potential fixes, defects, enhancement, and change management requests
- Identified and escalated technical trends and performed other relevant tasks as assigned by management.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
Education
Associate of Arts - Information Technology Project Management
Strayer University
Washington, DC12.2021
High School Diploma -
Essex County College
Newark, NJ06.2003
Skills
- Performance Management- Contact Center
- Business Process Outsourcing (BPO)
- Customer Relationship Management (CRM)
- Service Delivery
- Conflict Management- Problem Solving/Resolution
- Microsoft 365
- Salesforce
- Genesys
- Tableau
- Siebel
- Splunk
- ServiceNow
- Verint
- NICE/IEX Workforce Management
- Avaya/One-X Communicator
- Team Meetings
- Team Training
- Customer Queries
- Efficiency Optimization
- Key Performance Indicators (KPIs)
- Directing Team Members
- Customer Care
- Strategic Decision-Making
- Deliverable Submission
- Employee Performance Reviews
- Staff Development
- Staff Training
- Motivational Leadership
- Effective Workflow Management
- Quality Assurance
- ERP Systems
- Cultivating Productive Relationships
- Performance Management- Contact Center
- Business Development and Planning
- Efficiency Improvement Skills
- Business Alliance
- Project Planning
- Shrinkage Management
- Team-Building Exercises
Certification
- Certified Mentor, Mentor Collective -2 years
- Certified National Phlebotomist with National Center of Competency Testing (NCCT)
Volunteer
Providing volunteer support with Elevation Health Outreach and Rise Against Hunger, where we provide support to the community we live such as foodbanks, providing care packages to Ukraine and more
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Successful people do what unsuccessful people are not willing to do. Don't wish it were easier; wish you were better.
Jim Rohn
Timeline
Operations Team Leader
Concentrix Corporation
09.2020 - Current
Technical Support Representative
Alorica, Inc
06.2020 - 09.2020
Client Service Specialist
CSC Global
02.2020 - 04.2020
Sales Representative
Balldrop
11.2019 - 01.2020
IT Technical Analyst II
Horizon Blue Cross Blue Shield Of New Jersey - Headquarters
12.2015 - 12.2018
Associate of Arts - Information Technology Project Management
Strayer University
High School Diploma -
Essex County College
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