Summary
Overview
Work History
Education
Skills
Timeline
Generic

Oluwatosin Olaniyan

Bowie,USA

Summary

Dynamic customer service professional with extensive experience at Artech, excelling in inbound and outbound call handling. Proven track record in quality assurance and customer satisfaction, adept at troubleshooting and effective communication. Recognized for mentoring junior representatives and maintaining HIPAA compliance while resolving complex claims efficiently.

Overview

11
11
years of professional experience

Work History

Customer Service Call Center Representative III

Artech
01.2017 - Current
  • Conducted over 100 outbound and inbound calls daily, while displaying excellent customer service and participating in daily meetings.
  • Used the team's chat to gather information on claimants, then relayed back any updates on the claim.
  • Filled out notes and the ticketing system properly for each call, and explained what was done during the call.
  • I dealt with an escalated claim that required urgency or high priority, which was routed to my assignment group.
  • Transferred calls to the proper department.
  • Due to HIPAA protocol, I confirmed the identity of claimants before continuing with the claim.
  • Gathered information from claimants to help fill out weekly certs, and make the claim active.
  • Found resolutions for holds and delays, and relayed them to the claimant, while also informing the proper channels when the claimant had completed the requirements.
  • Used video conferencing platforms such as Zoom, Teams, and Skype to collaborate with a team of 27+ people.
  • Understood the impact of attitude in handling calls, and effectively dealt with job stress and frustrated claimants by communicating professionally and patiently.
  • Displayed great attendance while also being on time to work, meetings, and mentoring junior representatives.
  • Mentoring junior representatives.
  • Excellent quality assurance scores yearly.
  • Able to communicate with customers across a variety of channels.

Call Center Representative I/II

Usparalog
Largo, MD
01.2016 - 01.2017
  • Researched, identified, and resolved customer complaints using applicable software.
  • Handled a high volume of over 150 inbound and outbound calls while maintaining professionalism and a positive attitude.
  • Resolved customer issues with prompt and effective solutions, ensuring customer satisfaction.
  • Documented all interactions with customers accurately and thoroughly in the database.
  • Collaborated with team members and management to improve the overall customer service process.
  • Responded to calls and emails from claimants, employers, and other stakeholders regarding benefit issues.
  • Provided information about eligibility requirements, benefit amounts, claim filing procedures, and other relevant topics.
  • Answered questions about logging in to accounts, benefits, eligibility, and appeals processes.
  • Used scripts and tools to address customer inquiries efficiently and accurately.

Patient Engagement Specialist

Apicha Health Care Community Center
Baltimore, MD
01.2014 - 01.2016
  • Surround the member with a care team that consists of patient health advocate, nurse, nurse practitioner, social worker pharmacist and dietitian.
  • Work with insurances to provide care coordination services for members.
  • Encourage patients to make informed decisions about their own health.
  • Conducted 100 + outbound/inbound calls daily while displaying excellent customer service and participating in daily meetings.
  • Filled out case notes for each call and explained what was done during the call.
  • Transferred calls to the proper channels.
  • Due to HIPAA protocol, I confirmed PII for each caller.
  • Escalated claim that required urgency or high priority by routing to the proper assignment group.

Education

Bachelor of Science - Communication

Frostburg State University
Frostburg, MD
01.2017

Skills

  • Mobile device
  • Quality assurance
  • Inbound and outbound call handling
  • Customer satisfaction
  • Troubleshooting
  • Communication
  • Data entry
  • Windows
  • Knowledge base articles
  • HIPAA compliance
  • ServiceNow
  • 0365
  • Salesforce
  • Zendesk
  • Documentation
  • Clock Shark scheduling software

Timeline

Customer Service Call Center Representative III

Artech
01.2017 - Current

Call Center Representative I/II

Usparalog
01.2016 - 01.2017

Patient Engagement Specialist

Apicha Health Care Community Center
01.2014 - 01.2016

Bachelor of Science - Communication

Frostburg State University

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