Summary
Overview
Work History
Education
Skills
Certification
Technical Skills
Timeline
Generic

Oye Akuffo

Woodbridge,VA

Summary

Detail-oriented and proactive Call Center Analyst with 5+ years of experience in outreach, communication, and service coordination. Adept at supporting operations, managing multi-channel communication, and developing engaging content. Passionate about travel, tech-savvy (Google Suite, Canva), and known for exceeding performance metrics through organization, creativity, and self-motivation.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Marketing & Operations Experience

Freelance / Volunteer
04.2023 - Current
  • - Assisted with organizing small travel and event experiences, coordinating logistics and communications with vendors and attendees.
  • - Created and scheduled social media content for Instagram and TikTok to promote events, boosting engagement by over 40%.
  • - Used Google Suite to track expenses, receipts, and streamline basic reporting for small projects.
  • - Managed email inquiries and follow-ups using professional customer communication techniques.
  • - Designed simple flyers and graphics using Canva for digital distribution and marketing campaigns.

Call Center Analyst

Nuaxis LLC
01.2023 - Current
  • Handling incoming phone requests from customers
  • Handling incoming electronic requests (Chat, Email, and Fax) from customers
  • Creating, tracking, and resolving Human Resources (HR) application incidents and service requests.
  • Fulfilling customer requests in a timely manner to meet Service Level Agreements (SLAs)
  • Researching customer requests to ensure accurate information and resolutions are provided
  • Escalating customer requests that cannot be handled at the Service Center to the appropriate support team
  • Using customer service skills to clarify customer issues and requests to ensure proper resolution or escalation
  • Attend and participate in team meetings to surface and discuss process improvements and service offering changes
  • Resolve complex customer inquiries, maintaining high first-call resolution rates. Consistently exceed performance metrics, contributing to department goals.
  • Collaborate with cross-functional teams to streamline communication channels. Develop best practices for handling diverse customer issues effectively.

Public Health Associate

Fairfax County Health Department
01.2021 - 12.2022
  • Company Overview: (Contract)
  • Developed and managed outreach programs that supplied COVID-19 management information to effected population, leading to a decline in transmission by over 50%
  • Effectively increased population vaccination by 25% via the health department due to proactive assistance and outreach programs
  • Identified population needs based on demographics and vulnerability and provided counseling resources to improve health outcomes
  • Collaborate with external departments and organizations to coordinate health and social services
  • Provided crisis intervention and supportive counseling services to assist clients facing exacerbated health outcomes due to COVID-19
  • (Contract)

Non-Medical Case Manager

Virginia Health Organization
09.2019 - 01.2021
  • Provided guidance in accessing medical, social, community, legal and financial services
  • Increased access to support services to promote self-reliance in underserved populations
  • Educated and assisted clients to improve individual navigation of health and human service systems
  • Provided counseling for eligible clients in obtaining access to other public and private programs such as Medicaid, Medicare Part D, State Pharmacy Assistance Programs
  • Assisted clients with The Affordable Care Act insurance enrollment while analyzing customer needs to provide customized insurance solutions

Education

BACHELOR OF SCIENCE - HEALTH ADMINISTRATION

Old Dominion University
Norfolk, VA
06.2022

Skills

  • Strategic policy planning
  • Community outreach
  • Crisis management
  • Email Campaigns
  • Health Services
  • Insurance Enrollment
  • Expense Tracking
  • Social Media Management (Instagram, TikTok), Canva, Google Suites
  • Process Improvement
  • Travel Coordination
  • Time Management
  • Technical Support
  • CRM Familiarity

Certification

  • Certified Community Health Worker
  • Systems Incident Management Commander (FEMA)

Technical Skills

  • Intermediate in Microsoft Office (Word, Excel, PowerPoint, Teams, MS Project)
  • Google Suite
  • Remedy Ticketing System
  • Fosse
  • Talent Force
  • Yardi
  • Epic

Timeline

Marketing & Operations Experience

Freelance / Volunteer
04.2023 - Current

Call Center Analyst

Nuaxis LLC
01.2023 - Current

Public Health Associate

Fairfax County Health Department
01.2021 - 12.2022

Non-Medical Case Manager

Virginia Health Organization
09.2019 - 01.2021

BACHELOR OF SCIENCE - HEALTH ADMINISTRATION

Old Dominion University

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