Customer Service Representative

TOYIN AKINWUMI

*** ********* ********* ( London, Ontario N6H 5G4519-***-****

*************@*****.***

OBJECTIVE

Seeking a position as Customer Service Representative

SUMMARY OF QUALIFICATIONS

. 6 years experience in Customer Service within fast paced, high volume

environment.

. 3 years experience in Insurance Claims handling; investigation,

negotiation and settlement.

. St John Ambulance First Aid-CPR and AED certified.

. Skilled in Team Management and Office Administration.

. Computer proficiency in all Microsoft Office Suite

. Ability to work under pressure and multi task in a proactive manner

EXPERIENCE

Claims Manager

Agencyport (Private Medical Insurance) Wales, UK 2010-2012

. Led and supervised a team of five (5) to assess full Claim's lifecycle

from submission to adjudication to settlement.

. Planned, organized and allocated teams' daily tasks, workload

distribution and workflow process to meet accepted Service Level

Agreement.

. Planned and delivered team's training and coaching session.

. Achieved and maintained pre-set Service Level of Agreement and Quality.

. Prepared and presented end of month management and financial information,

performance and competency report.

. Participated and contributed in weekly operational and strategic meetings

with management.

. Dealt with complaints and resolved in a timely manner according to

company procedures, FSA and FOS guidelines.

. Managed team's holiday and sick leave schedule.

Claims Specialist

Agencyport (Private Medical Insurance) Wales, UK 2009-2010

. Examined, validated and authorized medical claims liability in accordance

with policy terms and conditions.

. Ensured all claims were assessed or referred/escalated in accordance with

specified internal referral processes and within delegated authority

limits.

. Examined and understood medical reports and adhered to Data Protection

Act to protect customers' medical records.

. Utilized the services of specified foreign translation services within

guidelines.

Customer Service Advisor

Atos Healthcare Contact Centre Cardiff, UK 2007 - 2009

. Scheduled appointments for customers at various medical centres.

. Took both inbound and outbound calls and dealt with queries in a

courteous and professional manner.

. Logged the appointments and queries onto a computer system using

Siebel application.

. Updated and edited client's medical record on MSRS (database).

. Conducted quality of service survey (QoS) with customers.

. Resolved and followed up with customers' complaint

EDUCATION

Certificate in Occupational Health and Safety

Expected August 2014

Fanshawe College, London Ontario

B.Sc Geography

1999 - 2004

Obafemi Awolowo University, Ile-Ife Nigeria

TRAINING

First Aid, CPR and AED July

2014

St John Ambulance, London, Ontario

Telephone ethics May

2008

Claim processing

May 2009

Product Training, Team Management and Claim Assessment

June 2010

RELOCATION AND WORK ELIGIBILITY

Willing to relocation within the Ontario Province and eligible to work for

any employer in Canada

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate