Summary
Overview
Work History
Education
Skills
Timeline
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Ganiyat Lawal

Houston,TX

Summary

Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals and ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

7
7
years of professional experience

Work History

Technical Support Representative

Empower Retirement
10.2023 - Current
  • Developed user-friendly guides and resources to assist customers with self-resolution of common technical issues.
  • Documented support interactions for future reference.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.

Virtual Customer/Claims Representative

Cigna
01.2023 - 09.2023
  • Answered live online chats to give quick answers and solve problems faster
  • Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment
  • Documented and updated customer interactions and facilitate follow-up
  • Educated customers about billing, payment processing and support policies and procedures
  • Assured timely verification of insurance benefits prior to patient procedures or appointments.
  • Checked documentation for accuracy and validity on updated systems.
  • Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs
  • Developed customer service processes to improve customer satisfaction.
  • Analyzed and addressed escalated claims to resolve issues quickly.
  • Worked productively in fast-moving work environment to process large volumes of claims.
  • Collaborated with internal departments and external vendors to achieve fast resolution of claims.
  • Followed up with customers on unresolved issues.
  • Researched and analyzed complex claims to determine next steps and possible outcomes.
  • Developed in-depth understanding of insurance policies and procedures to give accurate recommendations to suit clients' needs.
  • Maintained strong knowledge of basic medical terminology to better understand services and procedures.
  • Maintained confidentiality of patient finances, records, and health statuses.
  • Verified client information by analyzing existing evidence on file.
  • Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.

Financial Advisor

Intuit
05.2021 - 12.2022
  • Met with clients to discuss assets, expenses, and long-term and short-term investment goals to devise personalized financial plans.
  • Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
  • Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on individual needs.
  • Provided specialized financial planning support for clients with diverse portfolios and individual needs.
  • Assisted clients with preparing financial plans, conducting investment research, and completing trades and transactions to assess and meet financial goals.
  • Facilitated new client onboarding process and investment account setup.
  • Analyzed financial needs of clients and developed tailored strategies to meet goals.
  • Monitored and updated financial plans to comply with client goals.
  • Advised clients on investments, retirement and estate planning.
  • Demonstrated strong organizational and time management skills while managing multiple projects
  • Proved successful working within tight deadlines and a fast-paced environment

Customer Service Representative

Kohl's
06.2018 - 01.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Provided primary customer support to internal and external customers.

Customer/Inside Sales Service Representative

ROI Solutions, Inc
06.2017 - 04.2018
  • Assisted customers in person
  • Maintained up-to-date knowledge of customer accounts
  • Explained products and benefits
  • Provided excellent technical support
  • Resolved payment and order disputes
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Promptly responded to inquiries and requests from prospective customers.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Handled sales paperwork and payments with high degree of accuracy to minimize recordkeeping errors.
  • Navigated multiple computer systems expertly to handle customers' sales and service needs.
  • Answered in-depth questions about company offerings, service policies and benefits of each plan.
  • Cross-sold and upsold products to customers based on solid understanding of current and forecasted needs.
  • Offered knowledgeable insight into available products and services as well as competitor activities to help consumers make informed decisions.
  • Troubleshot sales and service operations to increase profitability and bring positive organizational change.

Education

Bachelor of Science - Public Administration

Babcock University
09.2016

Master of Science - Urban Planning

Bell State University
05.2018

Skills

  • Customer Success Management
  • Appointment Scheduling
  • Software Installation
  • Technical Documentation
  • Customer Service
  • Desktop support
  • Technical Support
  • Help Desk Support
  • Call Center Operations
  • Technical issues analysis
  • Policy analysis
  • Microsoft Office
  • Claims Investigation
  • Database Management
  • Payment and Investigation Escalations
  • Financial Transactions
  • Business Development
  • Customer Relationship Management
  • Phone and Email Etiquette
  • Database Administration
  • Presentation Development
  • Scheduling and calendar management
  • Client Relationships
  • Information Technology Management
  • Administrative Support
  • Schedule Management

Timeline

Technical Support Representative

Empower Retirement
10.2023 - Current

Virtual Customer/Claims Representative

Cigna
01.2023 - 09.2023

Financial Advisor

Intuit
05.2021 - 12.2022

Customer Service Representative

Kohl's
06.2018 - 01.2021

Customer/Inside Sales Service Representative

ROI Solutions, Inc
06.2017 - 04.2018

Bachelor of Science - Public Administration

Babcock University

Master of Science - Urban Planning

Bell State University

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Ganiyat Lawal