Summary
Overview
Work History
Education
Skills
Languages
Timeline
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OLUWATOBI A. AKINWAMIDE

Avon,IN

Summary

I am a result-oriented, and communicative individual with sharp attention to detail, with years of progressive and exceptional customer service experience. I have effectively managed customers over the years with proven success and attending to the daily needs of customers while independently exceeding expectations. I have a logical expedited approach to problem solving. In short am reliable, diplomatic, and coordinated in managing sensitive situations. Good at developing relationships with colleagues and also enhancing the growth of my organization by contributing and giving my absolute best in service. Skilled at identifying and realizing value-creation activities through critical thinking, analysis, creative application of knowledge, and constantly building a meticulous work relationship with clients. A driven lifelong learner who has a lot of great ideas to offer.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Quadot Capital
Zionsville, IN
05.2022 - 10.2023
  • Performs quality checks on all work to ensure the accuracy of the release, and confidentiality.
  • Provides excellent customer service by being attentive, respectful, and professional at all times; ensures understanding of customer requests and follows through as promised; is proactive in identifying and addressing member concerns, or problems.
  • Demonstrates helpful and effective telephone etiquette and customer service skills by providing appropriate information to callers
  • Maintains working knowledge of the current state laws regarding fee structure, as well as facility policies and procedures regarding the release of information.
  • Maintains confidentiality, information security, and ethical behavior when handling all company information during transport, storage, and disposal.
  • Accepts new assignments willingly to meet business providing information and data as requested including member's changing needs and requests
  • Assist Compensation Analyst with year-end compensation process by auditing data integrity, generating increase/promotion letters, and corresponding with business unit leaders when required,

Customer Care Representative (CCR)

Fortune Express
Avon, IN
02.2019 - 05.2021
  • .Leading a team of about 30 agents with backend claims
  • Guiding team leads on the appropriate responsibilities to apportion to their team members.
  • Listening on the Live calls and taking over if needed
  • Providing resourceful training and equipping agent to ensure they have all the resources to enhance the smooth flow of their day-to-day activities.
  • Approve action plans by best practices.
  • Maintain professional vendor relationships.
  • Actively execute appropriate claims activities to ensure consistent delivery of quality claims service.
  • Coaching agent when appropriate and helping team members with casework and fact-finding.
  • Compliance with state laws and regulations regarding claim handling.
  • Monitor individual performance and ensure it meets expected quality and performance objectives.
  • Develop professional development plans for employees to improve performance efficiency.
  • Assist in employee performance evaluation, promotion, retention and termination activities..

Contact Center Specialist / HR Assistant

Emerging Markets Telecommunication Service Ltd (EMTS)
10.2016 - 01.2019
  • Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of customer focus
  • Serve as the support contact for employees with questions about their time and serve as the support contact for employees with questions about their time away from work due to illness.
  • Build customer trust by empathetic handling of sensitive issues
  • Resolve queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate when these cannot be resolved.
  • Handle customer absence claims end to end and contact customers to inform them of resolution, when appropriate.
  • Assess new claims and make accurate classifications about the type of absence required.
  • Contact employees as needed and keep them updated on the status of their claims.
  • Ensure all tasks and decisions are rendered within SLA.
  • Navigate ambiguous claim requests and apply good judgment about how to apply policy and regulations to the case in question.

Education

Bachelors of Science in Business Administration -

Ekiti State University

Skills

  • Excellent Customer service experience and office administrative skills
  • Ability to work in a changing and fast-paced environment
  • Ability to empathize and de-escalation techniques
  • Excellent Organizational Skills
  • Proficient PC and Microsoft Office Suite skills
  • Ability to multi-task by using active listening skills, researching information, and typing notes
  • Strong communication and interpersonal skills (verbal, written, and listening)
  • Ability to work well with and quickly become a contributing member in a team environment
  • Consistent positive attitude toward work
  • Risk Management
  • Inventory Management
  • Insurance Verification
  • Financial Report Writing
  • Benefit Navigator

Languages

  • English
  • Yoruba

Timeline

Customer Service Representative

Quadot Capital
05.2022 - 10.2023

Customer Care Representative (CCR)

Fortune Express
02.2019 - 05.2021

Contact Center Specialist / HR Assistant

Emerging Markets Telecommunication Service Ltd (EMTS)
10.2016 - 01.2019

Bachelors of Science in Business Administration -

Ekiti State University

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OLUWATOBI A. AKINWAMIDE