Zendesk
Olaitan Opalade
Princeton,TX
Summary
Detail-oriented Customer Service & Healthcare Professional with 6+ years of proven success across banking, insurance claims, collections, and care coordination. Known for de-escalating complex issues, resolving claims with high accuracy, and improving operational efficiency. Expert with CRM (Avaya, Zendesk) and EHR (Epic, Cerner, Meditech). Track record of 95%+ customer satisfaction, 25% higher collections recovery, 98% claim accuracy, and 30% improvement in patient follow-ups. Seeking to bring expertise in customer service, insurance operations, and healthcare support to a high-performing organization.
Overview
6
6
years of professional experience
Work History
Care Coordinator / Case Management Specialist
Texas Department of Criminal Justice
Bonham, TX
08.2024 - Current
- Coordinate patient care plans, scheduling, and referrals across multidisciplinary teams.
- Manage EHR documentation using Epic, Cerner, and Meditech, ensuring HIPAA compliance.
- Improved patient follow-up compliance by 30% through proactive communication and tracking.
- Conduct case reviews for high-risk patients, reducing readmission rates.
Medication Technician
Community Options Inc.
Dallas, TX
08.2023 - 05.2024
- Administered medications with precision and maintained complete MAR documentation.
- Educated patients on medication adherence, reducing non-compliance incidents.
- Collaborated with nursing staff to ensure continuity and safe patient care.
Insurance Claims Analyst / Customer Service Specialist
Crawford & Co.
Allen, TX
09.2022 - 07.2023
- Investigated, processed, and resolved insurance claims with 98% accuracy.
- Ensured compliance with payer/CMS guidelines, cutting claim reworks by 15%.
- Delivered high-empathy, solutions-focused customer support in a fast-paced environment.
Customer Service Specialist
Bank of America
Addison, TX
04.2022 - 09.2022
- Handled customer inquiries on accounts, billing disputes, and fraud prevention.
- Consistently achieved 95%+ satisfaction scores, exceeding service goals.
- Used Avaya CRM to document, escalate, and resolve cases efficiently.
Customer Service / Collections Specialist
Capital One Auto Finance
Plano, TX
05.2019 - 03.2022
- Managed 60+ daily calls for auto finance collections and customer disputes.
- Negotiated repayment solutions, boosting delinquency recovery by 25%.
- Reduced escalations by 20% through empathy, accuracy, and strong communication.
Education
B.S. - Health Science
University of the People
Skills
- Customer Service
- Call Center Operations
- Insurance Claims Processing
- Billing Support
- Collections
- Dispute Resolution
- Care Coordination
- Case Management
- CRM Tools
- Avaya
- Zendesk
- EHR Systems
- EMR Systems
- Epic
- Cerner
- Meditech
- Conflict Resolution
- Problem-Solving
- HIPAA
- Compliance Standards
- Quality Assurance
- Data Accuracy
- Patient Education
- Client Education
- Communication
Selected Achievements
- Sustained 95%+ satisfaction in customer service across banking, insurance, and healthcare roles.
- Improved patient care follow-up compliance by 30% at TDCJ.
- Increased collections recovery by 25% at Capital One Auto Finance.
- Maintained 98% claim accuracy and cut rework by 15% at Crawford & Co.
Timeline
Care Coordinator / Case Management Specialist
Texas Department of Criminal Justice
08.2024 - Current
Medication Technician
Community Options Inc.
08.2023 - 05.2024
Insurance Claims Analyst / Customer Service Specialist
Crawford & Co.
09.2022 - 07.2023
Customer Service Specialist
Bank of America
04.2022 - 09.2022
Customer Service / Collections Specialist
Capital One Auto Finance
05.2019 - 03.2022
B.S. - Health Science
University of the People
Quote
Everything we call real is made of things that cannot be regarded as real.
John Gribbin
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
- HIPPA Certification
- Basic Life Support
- Cardiopulmonary resuscitation
- Certified Scrum Master I
- Insurance
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Achieved 60% through effectively helping with Promise to pay.
Software
Avaya
Lexis nexus
EMR
JIRA
Languages
English
Full Professional
Interests
Reading and attending seminars to Upskill myself
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