Margaret Omowaiye
Jacksonville,FL
Summary
Self-motivated, energetic, result orientated professional with over ten years of supervisory, training, management, customer service and analytic experience. Proven ability in management skills, quality assurance; program development, training experience, customer service and a successful track record in a call center environment. An accomplished time manager, organizer and administrator capable of introducing innovative strategies to ensure maximum performance of high standard and quality. Skilled in customer retention, fraud analyses, call center operations, troubleshooting, problem solving, technical support, annual reviewing, applied statistics, data analysis, reporting and detailed documenting.
Healthcare Administrator with proven to deliver exemplary level of healthcare service delivery to patients. Coordinate admission and discharge of patients. Plan and implement strategies for developing improved health care management. Proven problem solver and excellent communicator. Strong organizational skills, superb understanding of data collection and performance metrics. Recognized for staff development leading to high performing teams.
Overview
28
28
years of professional experience
Work History
Medical Coordinator
One Call Care Management
02.2017 - Current
- Provides support to the business by coordinating medical services for patients via telephone and/or Internet (e.g
- Instant message, email)
- Coordinating medical services includes (as examples): completing intake of customer referral, ordering medical equipment, medical supplies, scheduling appointments, and managing visits
- In addition, address and resolve simple to complex inquiries and issues with customers and patients
- Performs other administrative duties as requested
- Utilizes appropriate tracking tools, i.e
- Authorization logs, Outlook Calendar or Task function, to ensure follow-up on critical timelines as outlined in One Call's procedures for obtaining evaluations/notes, tracking authorizations, and contacting carriers
Telesales Agent
Florida Blue
09.2016 - Current
- Health insurance sales for current and migrating customers on inbound and outbound calls
- Providing customers with Health Insurance quotes as well as quotes on other products and services
- Follow up with prospects on their quotes and pricing while providing utmost customer service
- Transacting policy sales, abreast with marketplace disclaimers and obtaining customer signature to close sale
Care Manager
Sunrise Senior Living/ Concierge Care
02.2013 - 07.2016
- Planning, conducting and executing care-planning assessments to identify individual needs
- Acting as liaison to families and care givers by educating and advocating for residents in making necessary medical appointments in a safe environment
- Focus on learning and meeting each resident's unique needs with the support of other community team members
- Help residents maintain independence, promote dignity and physical safety of each clients
Sales Manager and Underwriter
Abir Global Inc
12.2011 - 08.2013
- Review and process alerts of fraud on alerts detection systems and recommended appropriate follow-up
- Review insurance policy to determine coverage, evaluate possibilities of losses and examine documents to determine degree of risks such as financial standing and value
- Decreased value of risk of policy when risk is substandard and specify applicable endorsements or apply rating to ensure safe profitable distribution of risks
- Prepare and transmit claims forms and related documents for review of completeness and utmost customer service
- Data extract using access database and customized report with excel
- Write to field representatives and other vendors to obtain pertinent information, quote rates, or explain company underwriting policies
- Daily training, motivation, and supervision of 52 full time, and part time inside sales staff; develop and maintain expense and revenue budgets for quality assurance
Business Analyst
AT&T
02.2009 - 12.2011
- Planning, organizing, controlling and monitoring projects
- Initiate and facilitate meetings, conference calls and educational sessions for growth and development
- Adhoc reporting using SQL tools such as Toad and IBM data studio
- Present findings, report and articulate reports for data entry in SQL
- Research, analyze, maintain and prepare data and information gathered for business practices
- Execute user acceptance testing applications
- Monitor, teach and evaluate policy and procedures to ensure compliance and adherence
- Research, analyze modify, validate, maintain and prepare data and information used in making business decisions with Nexidia
- An expert for development of business requirements and a liaison to collaborate with other departments
- Pulling call data using access database
- Identify, recommend factors that reduce waste and implement solutions for cost efficiency
Presale Foreclosure Technician
Bank of America
08.2010 - 06.2011
- Managing Pre-sale Foreclosure (FCL) processes on loans for FHA, and Conventional Loan types, ensuring that investor, insurer, government agency and client's guidelines are met while communicating via telephone or/and written correspondence
- Maintaining high quality of customer service with all clients and managing a full portfolio of time-sensitive loans
- Ensuring the foreclosure attorneys' get all necessary documents and expedites the foreclosure process within the allowable timeframe
- Ensuring exceptions on loans are addressed in a timely manner to avoid delays in the FCL process (title issues, damage issues, payment disputes, etc.)
- Calculating and presenting figures related to FCL sale bids, Reinstatement, Payoff and Affidavits required by Attorneys and/or by borrowers
Program Coordinator
Service Net, Ink
12.2006 - 11.2008
- Provided standard or specialized teaching, specialized training or counseling in a designated program
- Recruited, hired, supervised and evaluated staff and interns who are conducting designed program
- Coordinated the logistics and activities for specific programs and assessed needs of clients who are referred or enrolled to the program by contracting agencies or caseworkers
Inbound Call Center Manager
Exquisite Deals
10.2002 - 05.2005
- Direct call center operations as a liaison between clients, supervisors, and call center employees
- Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans
- Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives
- Conduct group training sessions on financial products and services
- Develop sales techniques of each customer service representative to drive revenue growth
- Coordinate the interviewing, hiring and training of over 15 customer service representatives
- Monitor interaction between staff and callers to ensure quality assurance standards
- Review call center statistics to measure staff performance and the need for improvement
Sr. IT Helpdesk Support Supervisor
Espire Communications
01.2000 - 01.2002
- Lead analyst and direct supervisor for IT Helpdesk support team
- Offering 1st - 3rd level hands-on and telephone support on hardware and software, LAN and WAN
- Providing strong troubleshooting, problem solving and analytical skills that have elevated efficiency as well as providing outstanding first level support and excellent customer service
Call Center Supervisor
Cellular One
02.1997 - 05.2000
- As team leader, motivated and supervised an outbound call center staff of 54 staff
- Developed a system and call scripts to facilitate the efficient management of call volume
- Provide customer service excellence and technical support on telephony systems
- Conducted hundreds of interviews with responsibility for the placement of over 25 employees
- Ensured strict adherence to company policies and procedural guidelines
- Provided high quality customer service with a high volume call center
Education
Bachelor of Science - Occupational Science
American International College
Springfield, MA01.2008
Associates - English and General Studies
Prince George Community College
Largo, MD01.2001
Skills
- Microsoft Office Proficiency
- SQL
- Management
- Training & Development
- Recruiting
- Customer Service
- Retention
- Quality Assurance
- HIPAA compliance
- Patient confidentiality
- Verbal communication
- Maintaining patient records
- Insurance verification
- Clinical documentation
- Appointment scheduling
- Healthcare administration
- Medical terminology proficiency
- Project oversight
- Teamwork
- Customer service
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Excellent communication
- Critical thinking
- Effective communication
- Patient safety
- Adaptability and flexibility
- Relationship building
- Training and mentoring
- Team building
- HIPAA guidelines
Personal Information
Willing To Relocate: Anywhere
Accomplishments
- Supervised team of Number staff members.
- Achieved Result by completing Task with accuracy and efficiency.
- Achieved Result by introducing Software for Type tasks.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of Number in the development of Project name.
- Achieved Result through effectively helping with Task.
- Documented and resolved Issue which led to Results.
Timeline
Medical Coordinator
One Call Care Management
02.2017 - Current
Telesales Agent
Florida Blue
09.2016 - Current
Care Manager
Sunrise Senior Living/ Concierge Care
02.2013 - 07.2016
Sales Manager and Underwriter
Abir Global Inc
12.2011 - 08.2013
Presale Foreclosure Technician
Bank of America
08.2010 - 06.2011
Business Analyst
AT&T
02.2009 - 12.2011
Program Coordinator
Service Net, Ink
12.2006 - 11.2008
Inbound Call Center Manager
Exquisite Deals
10.2002 - 05.2005
Sr. IT Helpdesk Support Supervisor
Espire Communications
01.2000 - 01.2002
Call Center Supervisor
Cellular One
02.1997 - 05.2000
Bachelor of Science - Occupational Science
American International College
Associates - English and General Studies
Prince George Community College
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