Customer Service Representative

AFAJAGBE INNOCENT HAPPY

Lagos, Nigeria +234********** ************@*******.***

PROFESSIONAL SUMMARY

Dedicated and compassionate professional with 5 years of experience providing exceptional support and service to patients, customers, and families. Proven track record of ensuring seamless care transitions, addressing concerns, and fostering positive relationships through effective communication and empathy. Skilled in care coordination, patient advocacy, customer relationship management, and conflict resolution SKILLS

• Complaint resolution • Account updating • Scheduling

• Report transcription • Call escalation • Strong teamwork

• Paperwork processing • Quality control • Multidisciplinary team collaboration

• Calm demeanor • Key stakeholder relationship building • Hospitality and accommodation

• Creative problem solving • Escalation management • Decision-making

• Documentation • Client relationship management • Verbal and written communication

• Medical terminology • Patient education • Multitasking and organization

• Problem-solving • Care planning • Workflow management

• Health literacy • Schedule management • MEDITECH EHR software EXPERIENCE

Customer Service Representative/Care Co-ordination November 2021 - Current Archangel's Catholic Hospital Satellite Town, Nigeria

• Drove customer satisfaction with swift and successful handling of escalated complaints.

• Mentored team members to apply quality customer service techniques and foster satisfaction.

• Coordinated daily department workflow to maximize customer service team productivity.

• Planned schedules and monitored employee attendance to meet shift coverage goals.

• Improved customer service standards with proactive assessments of staff performance and constructive feedback.

• Organized team-building activities to promote positive work culture among employees.

• Resolved escalated customer issues in timely and effective manner.

• Collaborated with other departments to improve overall customer satisfaction.

• Developed and implemented training materials for new hires.

• Ensured all company policies were followed by Customer Service Representatives.

• Developed and enhanced policies covering administrative processes.

• Coordinated effective interdepartmental collaboration through open communication between medical staff.

• Improved care delivery by monitoring performance and optimizing strategies.

• Protected patient data with secure records management system.

• Stayed at forefront of medical and technical advances, evaluating options, and integrating useful solutions.

• Achieved program goals by effectively motivating and supervising medical, technical, and clerical staff. Senior Patient Coordinator May 2018 - September 2020 P450 PHARMACY LIMITED Lagos City, Nigeria

• Resolved customer complaints or concerns related to prescription orders or other pharmacy issues promptly.

• Maintained accurate patient records in pharmacy system, updating information as necessary.

• Communicated with healthcare providers regarding medication orders or clarifications when needed.

• Cultivated relationships with local healthcare providers to facilitate seamless patient transitions between settings.

• Developed marketing strategies to promote awareness of available services within community.

• Assisted pharmacists with prescription processing, drug interactions checks, and dosing adjustments.

• Stayed at forefront of medical and technical advances, evaluating options, and integrating useful solutions.

• Improved care delivery by monitoring performance and optimizing strategies. EDUCATION

Bachelor of Science (B.S.) - Physiology and pharmacology Technology June 2013 Delta State University, ABRAKA, DELTA STATE, NIGERIA. Certification - Project Manager September 2024

Project Manager, Microsoft

LANGUAGE

Proficient (C2)

English

ACHIEVEMENTS

1. Consistently High Customer Satisfaction: Maintained an average customer satisfaction rating of 95% or higher through prompt and effective issue resolution.

2. Improved First-Call Resolution: Increased first-call resolution rate by 25% within 6 months, reducing the need for repeat calls and improving overall customer experience. 3. Reduced Complaint Escalations: Decreased complaint escalations by 30% through proactive listening, empathetic responses, and timely issue resolution.

4. Enhanced Patient Engagement: Developed and implemented a patient engagement strategy, resulting in a 20% increase in patient feedback and a 15% increase in patient retention. 5. Team Player Award: Received the "Team Player Award" for outstanding collaboration with internal teams, including nursing staff, doctors, and administrative personnel.

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