Case Management Service Delivery

MOJISOLA AGNES FAKEHINDE

Austin, TX, ***** 832-***-**** ***************@*****.***

PROFESSIONAL SUMMARY

Versatile operations and client care professional with 25+ years of experience across administrative services, hospitality, travel and healthcare. Skilled in leading teams, managing client relationships, and improving processes to deliver high-quality services. Adept at organizational operations, coordinating travel logistics and healthcare support with a strong record of building lasting client trust, driving revenue, and enhancing service delivery. Experienced in support services, international travel consulting and community-based healthcare bringing a versatile background in client relations, operations, and case management. KEY SKILLS

• Leadership & Management: Staff supervision, performance evaluation, and operations oversight.

• Client Relations: Building long-term relationships, resolving conflicts, and delivering tailored services.

• Administrative Expertise: Scheduling, documentation, and resource coordination.

• Travel & Hospitality: International travel planning, vendor contracting, and package design.

• Healthcare Support: Case management, direct client care, and safety/compliance monitoring.

• Problem-Solving: Adapting to client needs, improving service delivery, and driving results. Core Competencies

Customer Service People & Team Management Case Management Administrative Support Conflict Resolution Negotiation Care Coordination Trip & Event Planning Process Improvement MS Office (Excel, Outlook, PowerPoint)

PROFESSIONAL EXPERIENCE

Healthcare & Support Services - Various Roles Austin & Houston, TX Area Aug 2023 – Present

Provided administrative, case management, and direct care support across multiple organizations serving seniors and individuals with developmental disabilities.

• Area Manager, Total Friendly Care Inc. (Apr 2025 – Present) – Lead operations across Austin locations, overseeing staff scheduling, compliance, and client care.

• Office Administrator & Case Manager, Southwest Association for the Developmentally Disabled (Mar 2024 – Mar 2025) – Coordinated case files, service delivery, and compliance documentation.

• Direct Support Staff (PRN), Humble Home Healthcare, A Life Saver Home Care LLC, and Avid Community Services

(Jan 2024 – March 2025) – Delivered hands-on support with daily living activities, ensuring safety, wellbeing, and dignity in daily living.

• Office Administrator (PRN), Seniors Helping Seniors (Oct – Dec 2024) – Scheduled caregivers and maintained client records.

• House Manager, Patmos House (Aug 2023 – Mar 2024) – Managed group home operations, staff supervision, and individualized resident care plans.

Key Contributions:

• Supported diverse client populations, ensuring individualized care and adherence to safety protocols.

• Improved service coordination and office administration efficiency.

• Provided direct client care that enhanced wellbeing, independence, and quality of life. Operations & Customer Relationship Director Aquila Global Travels & Tours Lagos, Nigeria 2009 – 2023

MOJISOLA AGNES FAKEHINDE

Austin, TX, 78748 832-***-**** ***************@*****.*** Led daily operations, customer relations, and business strategy while developing and delivering high-quality travel and tour services.

• Built long-term partnerships with agencies, vendors, and stakeholders to enhance service delivery.

• Standardized operational processes, ensuring compliance and efficiency across contracts and systems.

• Developed innovative travel packages, boosting revenue by 80%.

• Planned and executed corporate, family, and leisure trips tailored to client needs.

• Provided professional guidance to clients on sensitive travel matters, including security protocols.

• Served as International Cruise Representative for Royal Caribbean International, ensuring seamless customer experiences.

Key Achievements

• Delivered travel services to 20,000+ clients across 15 countries and 40+ cities worldwide.

• Increased customer retention to 100% through exceptional service and proactive relationship management.

• Expanded business opportunities by introducing new destinations and tour concepts. EDUCATION

B.Sc. (Hons), Psychology – University of Lagos

Certification, Ultimate Customer Service Solution (UCSS) – MarketSpace Consulting Advance Diploma, Air Ticketing & Fare Construction – Planet Aviation School

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