Morakinyo Olajide
Dallas,United States
Summary
Dynamic professional with a strong background in customer interactions and service solutions, dedicated to fostering exceptional customer satisfaction and loyalty. Expertise in conflict resolution, communication, and problem-solving drives a commitment to delivering results in fast-paced environments. A collaborative team player, adaptable to evolving needs while consistently prioritizing efficiency and empathy in service delivery. Recognized for reliability and a proactive approach to achieving customer and organizational objectives.
Overview
7
7
years of professional experience
3
3
Certification
Work History
Customer Service Representative
Molina Healthcare
Long Beach, CA
01.2023 - Current
- Resolved customer inquiries regarding healthcare services and insurance coverage efficiently.
- Educated patients on available healthcare options and enrollment processes to enhance understanding.
- Coordinated appointment scheduling and follow-ups to ensure timely patient care delivery.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Delivered prompt service to prioritize customer needs.
Customer Service Representative
CBRE
Dallas, TX
03.2021 - 12.2022
- Provided timely and effective assistance to over 60+ customers daily through phone, chat, and email channels.
- Resolved escalated issues involving billing, service outages, and technical support, contributing to a 92% CSAT rating.
- Delivered exceptional customer service, addressing inquiries and resolving issues efficiently.
- Managed customer accounts and processed transactions with accuracy.
- Collaborated with cross-functional teams to enhance service delivery and streamline operations.
- Utilized SAP ERP and Salesforce for effective account management.
- Analyzed customer feedback to improve service quality and customer satisfaction.
- Led customer inquiries, resolving issues with efficiency and professionalism.
- Developed training materials for new team members, enhancing onboarding process.
Revenue Cycle Specialist
GNC
Pittsburgh, PA
03.2019 - 02.2021
- Managed end-to-end revenue cycle processes to ensure efficient billing and collections.
- Analyzed claims data to identify discrepancies and minimize denial rates.
- Reduced A/R days by 15–20% through targeted follow-up and streamlined processes.
- Handled a high-volume portfolio of accounts while maintaining 98% accuracy in documentation and claim status updates.
- Collaborated closely with insurance companies and patients to resolve billing discrepancies, corrected claim errors, and ensured compliance with healthcare regulations.
- Developed and implemented process improvements to increase efficiency by 20%.
- Analyzed and resolved customer billing inquiries, enhancing customer satisfaction.
- Analyzed accounts receivable data to identify trends, improve cash flow, and reduce outstanding balances.
Education
BSC -
University Of Lagos
07-2016
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Conflict resolution
- Microsoft Excel
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Call center experience
- Medical billing
- Insurance claims follow-up
- Problem-solving
- Claims review
- Claims processing proficiency
Certification
- Certified Customer Service Professional, CCSP - 2021
- Certified Revenue Cycle Representative (CRCR) – HFMA, 2019
- HIPAA Compliance Training – 2019
Languages
English
French
Timeline
Customer Service Representative
Molina Healthcare
01.2023 - Current
Customer Service Representative
CBRE
03.2021 - 12.2022
Revenue Cycle Specialist
GNC
03.2019 - 02.2021
BSC -
University Of Lagos