Center Agent Service Representative

Rafat “Olamide” Funsho

202-***-**** Houston, TX *7035 **********@*****.***

Summary

Experienced administrative professional seeking to transition into Health Information Systems. Seeking to use experience, MBA, and new Health Information Systems skillset to join healthcare team that is patient-focused and will allow for further skill development. Skills

Windows Operating Systems Word Excel PowerPoint Outlook Access Adobe Premiere Pro InDesign, Photoshop Illustrator Peoplesoft Octopus 6 Newsroom K-Docs Type 50 wpm EMR Phreesia Centricity Experience

Case Manager Feb 2022 – Present

Catholic Charities Houston, TX

● Assisting Medical Cass Management Coordinator in assessing potential clients for eligibility, providing intake and individualized service plans. Provide or arrange for interpreters when necessary.

● Proving quality services to clients. Address identified needs through medical case management services, advocate for clients with client’s doctor’s and/or Healthcare worker. Maintain clients’ files and document any progress or change.

● Performed other duties as assigned by Medical Case Management Coordinator such as providing health literacy workshops to Refugee clients, providing training to interested medical professionals, and outreaching to and collaborating with to community stakeholders in efforts to provide more holistic services.

● Performing other duties as assigned by the Supervisor, attending meetings with service providers, participating in staff retreats, United Way tours, agency fairs and speaking engagements, assisting with special organizational projects/events. Bank Teller Nov 2021 – Jan 2022

Wells Fargo Sugar Land, TX

● Supported customer engagement by processing teller transactions, sharing digital solutions, and making appropriate introductions to bankers.

● Completed operational activities while minimizing risks under established policies.

● Performed routine transactional, operational, and customer support tasks efficiently through knowledge of bank procedures and products, as well as partners across the organization.

● Received direction from managers and exercises judgment within defined policies and procedures.

● Interacted with customers and individuals to demonstrate care, build relationships, and completed requested transactions, while identifying various information and services to meet customers financial needs. Texas Works Advisor I June 2021 – October 2021

Texas Health & Human Services Houston, TX

● Interviewed clients or authorized representatives via phone or in person to gather Information to determine eligibility for benefits.

● Processed changes to client status, overpayments, and adjusts or restores benefits.

● Obtained, verified, and calculated income and resources to determine client financial eligibility.

● Conducted collateral cold calls via conference line to obtain verification of client information.

● Documented case records using automated systems to form a record for each client.

● Communicated effectively with others (internally or externally) to provide, exchange, or verify information, answered inquiries, addressed issues, or resolve problems or complaints. Administrative Support COVID-19 Vaccine Center Jan 2021 – June 2021 Next Level Urgent Care / Fort Bend County Health & Human Services Multiple locations, TX

● Performed self-temperature checks, social distancing daily, and trained new staff on COVID-19 best practices.

● Verified contact information during registration, registered patients for COVID-19 Vaccine 1st and 2nd Doses, as well as observed patients for 15mins post vaccine to ensure no immediate reaction occurs.

● Always maintained continuous cleanliness of our workstation while providing excellent customer service and teamwork.

● Troubleshooting EMR system (Phreesia and Centricity), Verifying and/or updating patient information and merging multiple patient charts.

Associate Safety Committee Oct 2020 – April 2021

Amazon Services, LLC. Katy, TX

● Always enforced social distance.

● Always ensured mask is always worn and worn properly.

● Investigated package spills and document as needed.

● Assisted with package problem solving.

● Spread awareness of COVID-19 but recommend free testing offered by management. Call Center Agent / Customer Service Representative Oct 2019 – Jan 2021 Harris County Toll Road Authority Houston, TX

● Addressed and resolved customer concerns to achieve first contact resolution either through phone call, established EZ TAG accounts, setup payment plans and handled problems and/or customer complaints.

● Excellent team player and knowledgeable about company products, while providing excellent customer service.

● Interfaced with customers to handle Violation Enforcement and EZ TAG program inquiries, processed and cancelled payments for new or reoccurring orders.

● Met weekly and monthly goals/targets, handled heavy phone traffic—average 70calls daily and performed general office duties.

● Processed toll violations into the system, generates receipts for customer payments, receives and processes deposit payments, updated invoices, handled inquiries regarding invoices. Temporary Assignment (During COVID-19 Pandemic) Feb 2020 – Nov 2020 Harris County Various Locations

● Performed self-temperature checks and social distancing daily and documenting daily, verified means of identification and contact information pre- and post-registration.

● Registered patients to test for COVID-19, provided / demonstrated step-by-step instructions for the “Self-Swab Test”.

● Always maintained continuous cleanliness of our workstation and provided excellent customer service and teamwork. Call Center Agent-Expeditor Department July 2019 – Oct 2019 Strategic Litigation Partners Katy, TX

● Reviewed daily assignments in order of priority, managed workload and monitored productivity by utilizing K-Docs.

● Used templates, electronic media, and specialized software to expedite the record retrieval process, while making outbound calls to obtain information necessary to reduce the turn-around time on all requests.

● Communicated with supervisor to solve problems and correct issues. Clearly documented information to and from the custodian to assist the retrieval process for any future facility.

● Updated client notes with concise and accurate information, completed work efficiently in a timely manner.

● Audited work for accuracy, met benchmarks and productivity requirements for assigned tasks and attended training and departmental meetings as requested by supervisor.

Work from Home Call Center Agent June 2018 – Feb 2019 Rodan & Fields Cosmetics / Teletech Remote

● Responded to email inquiries, provided excellent customer service and excellent team player.

● Addressed and resolved customer concerns to achieve first contact resolution either through phone call or email replies.

● Assisted customers with how-to’s, well knowledge on company products and processed and cancelled payments for new or reoccurring order.

● Met weekly and monthly goals/targets.

Concierge/Caregiver April 2018 – Jan 2019

Greatwood Senior Living Sugar Land, TX

● Promoted positive, supportive, and respectful communication to client/family or agency personnel and assisted client with daily living activities and personal grooming.

● Kept client cares neat, clean, and free of safety hazards and interacted and built relationships with residents, family members and associates.

● Responded to emergency call light as needed and completed security rounds at required times.

● Responded to questions and requests from residents, family members and visitors in a timely manner.

● Performed all other duties as assigned and greeted visitors and assisted as necessary. Caregiver Oct 2017 – June 2019

Friendly Faces Houston, TX

● Promote positive, supportive, and respectful communication to client/family or agency personnel.

● Assisted client with daily living activities and personal grooming.

● Kept client cares neat, clean, and free of safety hazards.

● Perform light housekeeping duties and meal preparation. Health and Safety Officer June 2013 – December 2016 Caverton Offshore Support Group Lagos, Nigeria

● Carried out risk assessments and suggested methods of risk mitigation, performed inspections to ensure correct implementation of policies and procedures.

● Amended working practices to comply with legislation, maintained records of incidents, accidents, inspection findings, coordinated emergency procedures, mine rescues, firefighting and first aid crews.

● Kept up to date with new legislation and maintained a working knowledge of all HSE legislation and any developments that affect the company.

● Advised on a range of specialist areas including fire regulations, hazardous substances, noise, safeguarding machinery and occupational diseases, developed occupational health and safety systems, including policies, procedures, and manuals.

● Enforced personal protective equipment is being used in workplaces per regulation and conducted training sessions for management, supervisors and workers on health and safety practices and legislation. Earlier Career Success

Sales, Marketing Education/IT, and Medical Services

● Gained skills in product improvement, industry trends, market activities, and customer service. Security

● Gained experience in safety procedures, staff training and development, mentoring, coaching goal setting. Worked closely with president.

Finance/Banking

● Developed skills in customer support, sales, and bank transaction best practices along with banking rules and regulations. Administration/Higher Education

● Maintained databases, office environment and culture, and office records using PeopleSoft. Implemented operating procedures and served as liaison for students and paraprofessional staff when issues arose. Education, Certifications, & Membership

Undergraduate Certificate, Health Information Systems University of Phoenix

Master of Business Administration, MIS & Risk Management Focus Saint Peter’s University

Bachelor of Science in Business Administration, Marketing Focus New Jersey City University

***Member, International Safety Quality Environment Management Association (ISQEM) Health and Safety in the workplace Levels 1, 2 & 3 Chartered Institute of Environmental Health (CIEH) – Occupational Safety and Health National Examination Board

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