Summary
Overview
Work History
Education
Skills
Timeline
Generic

LAURA AUGUSTIN-OLOWOYO

North Lauderdale,FL

Summary

Accomplished professional offering more than 8 years of experience working for customer service and healthcare companies prioritizing tasks and assessing customer needs. Offering fantastic skills in optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical, and reliable support specialist and leader that blends advanced organizational, technical and business awareness. Works effectively with cross-functional teams in ensuring both operational and service excellence.

Overview

6
6
years of professional experience

Work History

Administrative Account Manager

CARVENIENCE
07.2022 - Current
  • Efficient Office Management: Implement organized and efficient administrative systems, including filing, document management, and scheduling, resulting in improved productivity and reduced turnaround times
  • Coordinate and maintain executive calendars, efficiently schedule appointments and meetings to optimize time management.
  • Manage customer inquiries, and ensure seamless sales process.
  • Support account growth efforts by identifying upselling opportunities and collaborating with sales team to expand services within existing accounts.
  • Maintain and process account renewals, engaging with clients and working to retain their business long term.
  • Gather and analyze customer feedback, identifying areas for improvement and implementing strategies to enhance service quality.
  • Increased sales by 45%.
  • Improve account management by predicting potential competitive threats and outlining proactive solutions.
  • Respond to emails and other correspondence to facilitate communication and enhance business processes.
  • Produce accurate office files, update spreadsheets and crafted presentations to support and boost team productivity.
  • Oversee new business development and customer servicing.

Compliance Analyst | Team Lead – Customer Service Technician

TWILIO
09.2020 - 11.2021
  • Reviewed audit and monitoring reports related to consumer and client activities.
  • Stayed current with latest changes to applicable regulatory standards and company procedures.
  • Worked directly with customers to help them resolve any issues with Acceptable Use Policy (AUP) violations.
  • Led and assisted investigation and risk management teams with fraud investigations and risk identification.
  • Documented daily inspection activities by updating spreadsheets and filling out inspection reports.
  • Built customer confidence by communicating directions and encouraging clients to complete registration by specific deadlines.
  • Able to lead and complete tasks in core area within SLAs.
  • Empathetic and customer centric to core.
  • Comfortable and experienced with Live Chats/Emails and outbound calls.
  • Managed over 75 chats/emails per day.

Patient Care Coordinator

VITAS HEALTHCARE
12.2018 - 04.2020
  • Effectively processed calls in systematic and organized matter following Care Connection Center scripts, policies, and procedures.
  • Managed over 50 customer calls per day.
  • Promptly answered and screened incoming calls, with appropriate escalations as needed.
  • Developed effective appointment scheduling systems, minimizing wait times and ensuring patients receive timely care and support
  • Acted as main point of contact for patients, doctors and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
  • Established clear communication channels between patients, their families, and healthcare team, resulting in improved coordination and continuity of care.
  • Ensured timely and accurate call documentation on all tasks.
  • Upheld confidentiality requirements and regulatory compliance guidelines. (HIPPA)
  • Worked closely with patients to deliver excellent and direct individualized patient care.
  • Participated in training of new hires as needed.

Front Desk Shift Manager

MASSAGE ENVY
07.2017 - 08.2018
  • Recognized as top 5% in Customer Sales Leads, company wide; supervised 10+ employees.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Reorganized front desk operations, resulting in improved efficiency and reduced administrative errors.
  • Assisted with recruitment and onboarding process for massage therapists and front desk staff, attracting top talent and facilitating smooth transition for new hires.
  • Oversaw fast-paced front desk operations and customer needs at busy facility.
  • Led proactive follow-up procedures (call backs) to ensure customer satisfaction after each visit, addressing any unresolved issues and fostering long-term relationships.
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention, while managing check-in process..
  • Responded to telephone, email, and in-person inquiries regarding appointments and customer concerns.
  • Resolved customer complaints by addressing issues with rooms and services promptly.
  • Checked guests in and out of clinic, made appointments, and processed payments.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.

Education

Bachelor of Science - Biology

FLORIDA INTERNATIONAL UNIVERSITY
Miami, FL
04.2019

Skills

  • Project Management
  • B2B Sales
  • Audit Compliance
  • Systems: AI Platforms, Windows/Microsoft, Excel, PowerPoint, Outlook, Word, PowerPoint, Zoom, Teams, Adobe, DocuSign
  • Healthcare Operations
  • Medical Terminology
  • Attention to Detail
  • Multitasking Abilities
  • Multi-Line Telephone Systems
  • Active Listening
  • Critical Thinking
  • Quality Assurance

Timeline

Administrative Account Manager

CARVENIENCE
07.2022 - Current

Compliance Analyst | Team Lead – Customer Service Technician

TWILIO
09.2020 - 11.2021

Patient Care Coordinator

VITAS HEALTHCARE
12.2018 - 04.2020

Front Desk Shift Manager

MASSAGE ENVY
07.2017 - 08.2018

Bachelor of Science - Biology

FLORIDA INTERNATIONAL UNIVERSITY

Similar Profiles

CREATE PROFILE
LAURA AUGUSTIN-OLOWOYO