Titilola Oluwaniyi

• Oversees, tasks of sending invoices to clients and monitoring outstanding balances to ensure each account is paid on time and in full using EPIC software.
• Assist customers to schedule payment plan using EPIC software.
• Process insurance claims and monitor records using EPIC software
• Manage and track incoming payments using EPIC software.
• Maintain and exceed over 85% customer retention through expert product knowledge, professionalism, and diplomacy when onboarding or interacting with customers.
• Implement customer success methodologies to reduce churn and increase customer loyalty
• Capture customer feedback, inquiries, and requests, communicate them clearly to team and document to improve customer experience continually
• Review customers' profiles and answer questions based upon established policies and procedures
• Provide clear explanation of claims process and coverage of all customers
• Interacting with customers via telephone and correspondence to determine source of 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.
• Respond to and document telephone, inquiries regarding benefits or claims status.

• Lead Scrum teams of 9 members
• Facilitate team's Planning and tracking activities while coaching in Scrum principles
• Monitored team backlog daily and ensured it accurately reflects current state of sprint.
• Facilitate daily scrums, and meeting all communication and collaboration between leadership and team players to ensure successful outcome.
• Resolved staff conflicts and identified potential areas of improvement
• Planned Agile best practices and encouraged team cohesion, overcoming impediments, and hurdles to productivity.

• Analyzed organizational structures and developed competitive salary structures for various positions.
• Assisted in determining the cost impact of proposed employee benefit packages.
• Provided consultation to management on labor relations issues related to wages, salaries, bonuses, incentives, and other forms of compensation.
• Administered incentive plans such as bonus payments, stock options., ensuring compliance with all applicable laws and regulations.
• Interpreted collective bargaining agreements between employers and unions regarding wages and benefits; ensured adherence by both parties.
• Reviewed and analyzed job descriptions to determine appropriate salary grades and pay ranges.

• Provided quality services to 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 workflow between company and its internal audience
• Ensured report compliance with statutory regulations regarding preparation, presentation, and disclosure of company's financial information
• Generated sales lead and projected excellent public image for company via phone., facilitated marketing/sales improvements and initiatives.

• 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.

. Handle many inbound and outbound calls to customers and clients.
. Identify customer's need resolve issues, and provide solutions.
. Upsell other products wherever possible.
. Managed over 50 customer calls per day.
. Maintain good customer relations.
. Meet personal targets and work towards meeting team targets.
. Maintain records of conversations with customer and analyze data.