Titilola Oluwaniyi
Certified Scrum Master
Atlanta,Georgia
Summary
Empathy-driven customer growth professional with 15+ years of experience in a fast-paced work environment. Skilled at transforming customer feedback into actionable insights that drive revenue, increase customer loyalty, and improve processes.
Overview
19
19
years of professional experience
7
7
years of post-secondary education
Work History
Service Delivery Consultant / Claims Specialist
Chimes Solutions, Kaiser Permanente
Morrow, GA
06.2021 - Current
- Maintained and exceeded 85% customer retention through expert product knowledge, professionalism, and diplomacy when onboarding or interacting with customers
- Implemented customer success methodologies to reduce churn and increase customer loyalty
- Captured customer feedback, inquiries, and requests; communicated them clearly to the team and documented to improve the customer experience continually
- Reviewed customers' profiles and answer questions based upon established policies and procedures
- Providing clear explanation of claims process and coverage of all customers
- Interacting with customers via telephone and correspondence to determine the source of the issues and correcting errors
- Providing high quality customer service by responding to and researching and resolving problems and errors, telephone inquiries, customers requests related to their claims
- Determine customer eligibility by reviewing contractual language and medical documentation, interpret information and make decisions based on facts presented
- Processing of customer’s claims
- Respond to and document telephone, inquiries regarding benefits or claims status.
Line Supervisor
XPO Logistics
Forest Park, GA
07.2019 - 06.2021
- Supervised the daily activities of the production line, which resulted in exceeding the daily productivity quota by 100%
- Reconciled the daily production output and the remaining stock in the inventory, using these supply chain management software - PackManager/Nulogy, leading to 95% - 99% transparency
- Engaged in a combination of physical and mental work that ranges from filling out paperwork and filing reports for control measures to managing production and using problem-solving skills to resolve all issues related to the production line
- Monitored team members to ensure full compliance with company policies reducing absenteeism to 1%
- Assigned daily tasks to all team members to be aware of their
- Expectations on the production line, ensuring 100% ownership of tasks.
Handling Clerk
XPO Logistics
Forest Park, GA
04.2019 - 07.2019
- Maintained inventory by identifying, labeling, and placing materials and supplies in stock, recording the location of inventory with 99% accuracy
- Located materials and supplies by pulling and verifying materials and supplies listed on production orders before start of shift, reducing order completion time by 10%
- Managed in-process inventory at work centers by delivering and opening materials and supplies to achieve zero error.
Retail Sales Manager
Davitol Investment Ltd Nigeria
09.2012 - 09.2017
- Profiled high net worth customers generating over 50 million Naira worth of sales
- Supervised the sales department activities, resulting in a revenue increase of 10% for the 3rd and 4th quarter 2015 fiscal year
- Monitored sales record-keeping and vendors' accounts to ensure accuracy and timely reimbursement, thereby leading to customer satisfaction with a rating of 4.5 stars
- Turnaround time of 1 minute to attend to customer inquiries and complaints reduced customers churn rate by 5%.
Retail Sales Manager
Starcomms PLC Nigeria
09.2008 - 09.2012
- Provided quality services to the customers resulting in high customer retention and sales
- Provided weekly sales documentation leading to 99% transparency
- Handled internet activations, ensuring subscribers' compliance with government requirements to reduce internet fraud
- Consistently identified and removed potential bottlenecks in the workflow between the company and its internal audience
- Ensured report compliance with statutory regulations regarding preparation, presentation, and disclosure of the company's financial information
- Generated sales lead and projected an excellent public image for the company via the phone., facilitated marketing/sales improvements and initiatives.
Service Center & Retail Sales Rep
Starcomms PLC Nigeria
09.2005 - 09.2008
- Attended to customer queries and provided product information, including the product price, description, and usage
- Maintained a high level of customer service, activating customer internet services and promoting the company's services and products
- Measured performance with weekly and daily reports and use data analytic functions to troubleshoot various internet issues for users
- Earlier Work Experience
- Analyzed all customers' complaints to resolve pain points speedily and escalated complaints related to other departments for immediate action
- Reprogramming new numbers on the deactivated phones and swapping phone numbers with proper documentation.
Call Center Representative
Starcomms PLC, Prudent Bank PLC
Lagos
05.2004 - 09.2005
Customer Service Executive
Aghimien Law Chambers
Lagos
12.2003 - 05.2004
Administrative Assistant
Benin
10.2002 - 08.2003
Global Bank Plc
Lagos
01.1999 - 01.2000
Education
B.P A - Public Administration
Ambrose Alli University
Ekpoma Edo State Nigeria 05.2004 - 05.2007
Higher Diploma(HND) - Secretarial Studies
Federal Polytechnic
01.2000 - 01.2002
Diploma (N.D - Secretarial Studies
01.1996 - 01.1998
CSM - Certify Scrum Master
Scrum Alliance
02.2023 - 02.2023
Skills
Communication Skills Deliveryundefined
Affiliations
Graduate Member of Nigerian Institute of Management Awarding Body: Nigerian Institute of Management
Year: 2007
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
CSM - Certify Scrum Master
Scrum Alliance
02.2023 - 02.2023
Service Delivery Consultant / Claims Specialist
Chimes Solutions, Kaiser Permanente
06.2021 - Current
Line Supervisor
XPO Logistics
07.2019 - 06.2021
Handling Clerk
XPO Logistics
04.2019 - 07.2019
Retail Sales Manager
Davitol Investment Ltd Nigeria
09.2012 - 09.2017
Retail Sales Manager
Starcomms PLC Nigeria
09.2008 - 09.2012
Service Center & Retail Sales Rep
Starcomms PLC Nigeria
09.2005 - 09.2008
B.P A - Public Administration
Ambrose Alli University
05.2004 - 05.2007
Call Center Representative
Starcomms PLC, Prudent Bank PLC
05.2004 - 09.2005
Customer Service Executive
Aghimien Law Chambers
12.2003 - 05.2004
Administrative Assistant
Benin
10.2002 - 08.2003
Higher Diploma(HND) - Secretarial Studies
Federal Polytechnic
01.2000 - 01.2002
Global Bank Plc
01.1999 - 01.2000
Diploma (N.D - Secretarial Studies
01.1996 - 01.1998
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