Summary
Work History
Overview
Education
Skills
Education and Training
References
Timeline
Generic

FAITH OJAIDE

Norcross,GA

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Diligent with proven history of enhancing patient satisfaction through effective communication and problem-solving. Successfully streamlined appointment scheduling processes, ensuring smooth operations. Demonstrated strengths in patient interaction and administrative tasks.

Work History

Patient Service Representative

ICare Clinic & Med Spa
01.2023 - Current
  • Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
  • Verified insurance eligibility and coverage for patients.
  • Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Provided exceptional customer service to patients, answering questions and addressing concerns.
  • Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
  • Managed patient registration process, confirming data accuracy and completeness.
  • Handled customer service inquiries in person, via telephone and through email.
  • Handled approximately 35 incoming calls, emails and faxes per day from customers.
  • Assisted patients in filling out check-in and payment paperwork.
  • Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
  • Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
  • Built and maintained positive working relationships with patients and staff.
  • Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.

Customer Service Representative

KIIN WELL RESORTS
05.2021 - 02.2024
  • Provided concierge services to guests by answering questions regarding local attractions, restaurants, events.
  • Maintained accurate records of guest requests and complaints to ensure timely resolution.
  • Processed payments from customers using cash registers or point of sale systems.
  • Developed promotional materials such as brochures and flyers for advertising purposes.
  • Organized daily tasks such as restocking supplies, cleaning common areas, and arranging furniture.
  • Responded promptly to customer inquiries via phone or email in a professional manner.
  • Collaborated with management team on developing strategies for increasing sales revenue.
  • Assisted in check-in and check-out processes for guests, including taking payments and verifying reservations.
  • Assisted with special events at the resort including setting up tables, chairs and serving food, beverages.
  • Trained new staff members on proper procedures for handling customer inquiries or complaints.
  • Handled emergency situations calmly while following established protocols for resolving conflicts.
  • Welcomed customers to property and offered immediate assistance with needs.
  • Managed front desk operations, ensuring efficient check-in and check-out processes for guests.
  • Organized staff schedules to ensure adequate coverage during peak and off-peak hours.
  • Assisted in budget preparation and expense management to achieve financial objectives.
  • Monitored and adjusted room rates based on occupancy levels and competition pricing.
  • Upheld strict compliance with health and safety regulations to ensure a safe environment for guests and staff.
  • Facilitated smooth communication between different departments to address guest needs efficiently.
  • Enhanced guest experiences by recommending local attractions and dining options.
  • Managed reservations system, ensuring accuracy in bookings and availability.
  • 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.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Customer Care Representative

Airtel Nigeria
01.2013 - 12.2018
  • Provided accurate, valid, and complete information to customers.
  • Answered customer inquiries over the phone and via email.
  • Assisted customers in navigating through website features and functions to locate desired information or products.
  • Identified opportunities to upsell additional services when appropriate.
  • Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
  • Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
  • Built sustainable relationships of trust through open communication with customers.
  • Escalated unresolved issues requiring further investigation or specialized expertise.
  • Analyzed trends in call volume data in order to anticipate peak periods and adjust staffing accordingly.
  • Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
  • Gathered customer feedback to suggest improvements for products and services.
  • Resolved customer complaints promptly and professionally.
  • Participated in team meetings to discuss strategies for improving customer satisfaction levels.
  • Processed orders accurately and efficiently according to established procedures.
  • Performed administrative duties such as filing paperwork, maintaining records, updating databases.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Delivered customer support to high call load each shift.
  • Maintained high satisfaction score by consistently resolving first-call issues.
  • Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Overview

12
12
years of professional experience

Education

Bachelor of Science - Education Counselling Psychology

Delta State University
Nigeria
04-2006

Diploma in Law - Law

UNIVERSITY OF BENIN
NIGERIA
10-2003

Skills

  • Health and Safety Regulations
  • Clear Communication
  • Damage Reports
  • Deadline Adherence
  • Microsoft Outlook
  • Problem-Solving
  • Material Safety Data Sheets
  • Purchase Order Review
  • Attention to Detail
  • Self-Motivated and Disciplined
  • Complex Problem-Solving
  • Microsoft Excel
  • Barcode Scanning
  • Punctual and Dependable
  • Product Management
  • Information Security
  • Scheduling
  • Paperwork Processing
  • Appointment Scheduling
  • Complaint resolution
  • Call Management
  • Inbound and Outbound Calling
  • Data Entry
  • Account updating
  • Report Generation
  • Data Collection
  • Product Knowledge
  • Critical Thinking
  • Customer Relationship Management (CRM)
  • Prioritization
  • Customer Education
  • Typing proficiency
  • Building rapport
  • Retail Marketing
  • Process Optimization
  • Tactful and diplomatic
  • Microsoft Office Suite
  • Minute Taking
  • Filing
  • Professional telephone demeanor
  • Call triaging
  • Conflict Resolution
  • Problem Resolution
  • Product Promotion
  • System implementation
  • Payment Processing
  • Administrative Support
  • Computer Proficiency
  • Active Listening
  • Order Processing
  • Typing 45 WPM
  • Workflow optimization
  • Data protection
  • Phone etiquette
  • Healthcare industry
  • Telehealth support

Education and Training

other

References

References available upon request.

Timeline

Patient Service Representative

ICare Clinic & Med Spa
01.2023 - Current

Customer Service Representative

KIIN WELL RESORTS
05.2021 - 02.2024

Customer Care Representative

Airtel Nigeria
01.2013 - 12.2018

Bachelor of Science - Education Counselling Psychology

Delta State University

Diploma in Law - Law

UNIVERSITY OF BENIN

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FAITH OJAIDE