Shola Omolewu

Address: Unit ****, ** Shahi Street, Winnipeg, Manitoba

Phone: 431-***-****

E-mail: adyzd1@r.postjobfree.com

Skills

Excellent interpersonal and communication skills, fostering positive relationships with diverse stakeholders.

Strong problem-solving and creative thinking abilities to provide innovative solutions.

Empathetic and courteous approach towards customers' needs and concerns, ensuring their satisfaction and loyalty.

Ability to work under pressure, multitask, and meet tight deadlines without compromising service quality.

Work Experience

Financial Health and Support September 2022- December 2022

Deloitte London, United Kingdom

Documented all call and email information according to standard operating procedure, maintaining accurate records.

Assisting marketing team, services providers in resolving issues.

Investigate client complaints regarding pricing, invoicing, credit, payment, and shipping discrepancies for customers by liaising with the appropriate departments.

Coordinate rehabilitation and support services to ensure a safe and successful return-to-work process.

Document exceptions and escalations with attention to detail, ensuring internal stakeholders are fully informed of pertinent circumstances.

Processed product returns and refunds, adhering to company policies and ensuring accurate documentation of transactions.

Collection maximization and making necessary negotiation arrangements beneficial to both customers and the business in line with statutory regulations.

Review, assess, and develop proactive case management strategies to bring insurance claims to successful resolutions.

Maintain records of all claim information, ensuring accuracy and compliance with regulations.

Collaborate with members, reinsurers, medical practitioners, and providers to gather necessary claims documentation and ensure accuracy.

Coordinated customer relationships and ensure to resolve issues and earn customer retention.

Responsible for electronic documentation of customer case filing and complaint in accordance with organization control system

Collection and Recovery Specialist January 2022- September 2022

BNP Paribas Birmingham, United Kingdom

Notifying debtors of overdue payments and accounts by telephone, fax, mail, and email – including timely follow up if a reply is not received.

Managed and acted on short overdue payments and followed up to ensure collection of delinquent accounts.

Contributed to the continuous improvement of work processes and procedures, suggesting, and implementing enhancements to streamline operations.

Complied rigorously with credit union policies, internal control guidelines, and risk management protocols, ensuring the highest level of security and fraud prevention.

Safeguarding member confidentiality with utmost care and professionalism, adhering to strict data protection regulations.

Review insurance policies to handle service inquiries empathically while adhering to policy boundaries and compliance guidelines.

Recommending further action or discontinuation of service on occasions where payment is not forthcoming – including liaising with Credit and Sales departments where necessary.

Customer Service Representative January 2014-October 2021

GibraWhite Lagos, Nigeria

Gathered user feedback and insights to identify areas for improvement, conducting competitive analysis and sharing valuable suggestions with the development team.

Maintained electronic filing systems, organizing records for easy retrieval and archiving.

Managed incoming and outgoing mail, greeted clients, and booked client appointments, ensuring a professional and welcoming atmosphere.

Maintained and updated databases with a strong focus on data accuracy and integrity.

Delivered customer support through communication channels, including phone, email, and live chat.

Resolved customer issues by effectively troubleshooting technical problems and providing step-by-step guidance.

Demonstrated end-to-end ownership of client interactions, ensuring a seamless experience from initial contact to resolution.

Maintained positive customer interactions, always ensuring the highest quality of service delivery.

Identified and surface customer trends, collaborating with cross-functional teams to implement process improvements resulting to 20% reduction in customer friction and increase customer interaction.

Organize and manage data in Excel, ensuring accuracy and timely updates for tracking purposes.

Customer Service Representative

MTN Nigeria July 2009 – January 2014

Lagos, Nigeria

Answered inbound calls promptly, addressing the needs of callers and providing appropriate solutions.

Created and maintain high-quality documentation to support new and existing feature launches, ensuring a seamless customer experience.

Demonstrated empathy and reassurance to beneficiaries and other callers during sensitive situations, ensuring their concerns were effectively addressed.

Performed fast, accurate, and personalized communication to Slack users through email, phone, live chat, and social media, resulting in a 98% customer satisfaction rate.

Collaboration with the product team by identifying and documenting bugs, contributing to quicker issue resolution.

Initiated outbound calls to relay messages and coordinate on-call duty officers, chats, ensuring timely communication.

Compiled survey responses for further analysis by the research team

Demonstrated composure and professionalism during high-pressure situations, resolving issues efficiently.

Collaboration with marketing and sales staff, for retail, outside sales, streamlining order fulfillment processes and ensuring prompt delivery to customers.

Education and Training

MBA 2009

Ladoke Akintola University of Technology Oyo, Nigeria 2009

B. Tech Accounting 2006

Ladoke Akintola University of Technology Oyo, Nigeria

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