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 DeliveryTime Management Skills Analytical SkillsEmail Handling Excellent Computer SkillsLeadership SkillsMicrosoft Suite Administration SkillsJira(How to create scrum project in JiraMural
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