Customer Service Management

Olumide Awofala

**** ******* ****, ********, ** *1040

Cell: 443-***-**** ********@*****.***

FINANCE OPERATIONS / SENIOR EXECUTIVE

EXECUTIVE SUMMARY

Expert in: Process Analysis & Reengineering ~ Finance & Accounting ~ Technology

Solutions

Versatile, high-energy executive who leads companies through change and challenge to

profitable growth. Strategic problem-solver who envisions smart solutions and executes

with urgency across all levels of the organization. Hands-on leader with an extensive

background in finance complimented by diverse talents in technology, project

management and leadership. Outstanding strategist who is able to deliver record breaking

enhancements in highly competitive business markets. Skilled in negotiating partnerships

and alliances with a keen ability to forecast industry trends and capture opportunities.

CO`RE COMPETENCIES

Business Analyst ~ Business Planning & Development ~ Cost Reduction

Budget Planning ~ P&L Management Analysis & Critical Problem Solving ~ Regulatory

Compliance Quality Customer Service ~ Strategic Planning Project Management ~ Team

Development & Leadership Productivity & Performance Improvement Quality

Improvement ~ Contract Negotiations

Organization & Communication ~ Tactical Planning

PROFESSIONAL EXPERIENCE

Dakony Outfitters -- Baltimore, MD

Provides voice and data communications systems for small and mid-sized companies.

HR Generalist, 2006-2012

Recruited to help open new company branch in Los Angeles, guiding the startup and

management of a full spectrum of HR operations, systems and programs. Worked with

senior management to create HR policies and procedures; recruit employees; create group

benefits databases; and develop orientation, training and incentive programs. Manage

leave-of-absence programs and personnel records; administer benefits enrollment and

programs; administer HR budget; and handle HR generalist workplace issues.

Key Results:

• Played a key role in ensuring the successful launch of Los Angeles office.

Structured and implemented programs and policies in the areas of training,

compensation structures, benefits packages, incentives and new-employee

orientation.

• Fostered a teamwork/open-door environment conducive to positive dialogue

across the organization. Personal efforts were cited as the driving force behind

branch's employee-retention rate of 89% within an industry where high turnover

is the norm.

• Negotiated approximately 50 salary offers and dozens of sign-on

bonuses/relocation packages annually at both the exempt and nonexempt level.

• Brought workers' compensation program into full compliance. Instituted

preferred providers list and trained managers and associates on procedures to

follow in case of injury.

• Reduced benefits costs by 15% annually through meticulous recordkeeping and

ensuring that company did not pay for benefits for which employees were

ineligible.

• Wrote employee manual covering issues including disciplinary procedures,

code of conduct, FMLA policy and benefits information.

• Introduced company's first formal performance review program, creating a

flexible and well-received tool that was later adopted company-wide.

• Revised job descriptions across all levels and 50+ categories. "Shadowed" and

interviewed employees to construct an accurate picture of the duties and skills

required for each position

PREVIOUS EXPERIENCE

GENESIS Healthcare, Towson MD 2005-2006

GNA

• Administer medications and treatments, such as catheterizations, suppositories, irrigations, enemas, m

douches, as directed by a physician or nurse.

• Answer patients' call signals.

• Bathe, groom, shave, dress, and/or drape patients to prepare them for surgery, treatment, or examinati

• Clean rooms and change linens.

• Feed patients who are unable to feed themselves.

• Prepare, serve, and collect food trays.

• Provide patient care by supplying and emptying bed pans, applying dressings and supervising exercis

• Provide patients with help walking, exercising, and moving in and out of bed.

• Transport patients to treatment units, using a wheelchair or stretcher.

• Turn and re-position bedridden patients, alone or with assistance, to prevent bedsores.

• Work as part of a medical team that examines and treats clinic outpatients.

• Answer phones and direct visitors.

• Collect specimens such as urine, feces, or sputum.

• Deliver messages, documents and specimens.

• Explain medical instructions to patients and family members.

• Maintain inventory by storing, preparing, sterilizing, and issuing supplies such as dressing packs and

• Observe patients' conditions, measuring and recording food and liquid intake and output and vital sign

changes to professional staff.

• Perform clerical duties such as processing documents and scheduling appointments.

• Restrain patients if necessary.

Mercury Health Services Baltimore,MD 2004-2010

Buiness Analyst

Mercury Health Services offer medical insurance products to individuals and businesses.

Responsibilities:

• Developing original ‘Business Process Guides’ for a suite of medical insurance products; adapting sys

Canada and the United States for Australian conditions.

• Analyising the Australian Healthcare Insurance Commission requirements and specifications and rew

insurance product definitions and parameters.

EDUCATION AND PROFESSIONAL DEVELOPMENT

Master of Business, Financial Management, University of Maryland, University College

Bachelor of Science, Psychology, Towson State University

Executing and Guiding DMAIC Projects, Having Difficult Conversations, Strategic Leadership Skills

AHIP Executive Leadership Program, Performance Management, Facilitative Leadership

COMMITTEES AND TASK FORCES

Chairperson, Membership End to End Processing Steering Group

Chairperson, Online Employer Group Administration Committee

Member, Membership Community of Practice

Member, Membership System Strategy

Member, Fraud & Abuse Committee

TECHNICAL SKILLS

Software: MS Excel, General ledger, ADP IPP Payroll System, QuickBooks, Kronos Payroll Time Keeping S

Objects, Hyperion, MACESS, HSD Diamond, Integrated Insurance Systems.

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